I want my money back!

[Chitar]

I'm not sure why it's so hard to cancel premium subscription, but I want my money back. Over a week ago, after so much Google research on how to just cancel my subscription, i finally raised a case number through fitbit twitter support to get my subscription cancelled but I still got billed still!! This is the most frustrating thing. And I want my money back!

[Odyssey13]

Hi @Chitar  this is from a Moderator. "you need to do the following procedure to cancel your Fitbit Premium subscription: 

1. In the Fitbit app, tap the Today tab  

    > your profile picture.

2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription. Your subscription expires at the end of your current monthly or yearly subscription term.

Once you're redirected to Google Play please make sure to follow this procedure to cancel the subscription on Google Play. 

Keep in mind that Fitbit subscriptions are non-refundable. However you could always contact Google Play, sometimes they provide refunds."

[Chitar]

Hi, thanks! Did that over a week ago, also sent them a message just to confirm. They confirm my subscription was STILL on. They opened a case number for me and promised to be in touch. Guess what, I got billed this morning!! Called them, they still couldn't cancel my subscription or give me a refund yet and my case has been "escalated". I'm so confused about why I cancelling isn't straightforward.

[MarreFitbit · Accepted solution]

Hi there @Chitar, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for confirming that you've followed the steps shared by @Odyssey13 in order to cancel your Premium subscription.

As you were told in your conversation with our Support Team, you case will be forwarded to our higher level scope of support for further assistance. Someone from that team will contact you as soon as possible. 

I've seen you have replied to your support case yesterday and today before first receiving a response from our team, what's happened is that every time you reply you're sending your case back to the queue so our team doesn't have the chance to see it. You replied today, so I'd suggest to wait until they reach out to you again, due to recent events affecting our operations, support options are limited and wait times are longer than usual what means it may take almost 7 business days to respond. I cannot create a new case for you as it will take longer, so I'd appreciate if you wait the next few days to receive a response from our team. Keep in mind that they will definitely continue working with you.