Unauthorised annual Fitbit premium charges

[Ch.]

Very bad and stressful experience with Fitbit Premium and Google Play subscriptions.

I activated the 6-month free Fitbit Premium trial that came with my smartwatch. After about 1 month, I decided I did not need it and tried to cancel it many times.

Every single time, the same thing happened:

• Fitbit app showed “Fitbit Premium Annual Active”

• I clicked “Cancel membership”

• Then the next page suddenly showed no active subscription at all

• Google Play Store also showed no subscriptions

• My Google account showed no active subscriptions

• I even removed my payment method on 8 May and received email confirmation

I took screenshots from the Fitbit app because this happened again and again for months. I tried many times on different days, including yesterday, and the same broken process kept happening.

How can customers cancel something if the system itself says there is no subscription?

If there was an active annual membership:

• Why did Google Play show no subscription?

• Why did Fitbit say no subscription after pressing cancel?

• Why was there no proper renewal warning?

• Why was I charged after removing my payment method?

This does not feel like a simple mistake anymore. It feels misleading and unfair to customers.

This Fitbit Premium subscription belongs only to this Gmail account linked with the Fitbit app. There is no other account involved.

Find some attached screen shots from Fitbit App dated 1 May @ 7.28 pm and google on 8 May etc. 

I want a full refund because I repeatedly tried to cancel long before any charge happened.

[Ch.]

 

 

 

[MaCrisGBFitbit]

Hi @Ch.!   It’s great to have you on board!

I'm sorry for the inconveniences about your Premium payment. 

In this case, I suggest you contact our technical support team directly, as they have additional tools to provide you with appropriate follow-up.