topic Re: Billing question in Arlo Secure

Billing question

cccc1822 — Thu, 20 Jan 2022 20:46:31 GMT

hi, does anyone have any info to contact arlo support?

problem: i canceled my service subscription months ago - my credit card was charged a fee and not sure why the charge occurred - cannot chat with them due to i canceled my service subscription.

any info in terms of a support email address or a phone number will be helpful.

thanks,

chris

Re: Billing question

JamesC — Mon, 24 Jan 2022 17:53:16 GMT

cccc1822,

Are you saying you're still being charged today after cancelling? Was the charge you're referring to made after you cancelled your subscription?

JamesC

Re: Billing question

cccc1822 — Mon, 24 Jan 2022 19:12:02 GMT

I cancelled my service subscription back in October of 2021.
In Jan. of 2022 my credit was billed, no details other then charge came from arlo.

Thanks

Re: Billing question

JamesC — Mon, 24 Jan 2022 19:23:04 GMT

cccc1822,

I've escalated the details of your post to the care team. An agent will be reaching out to you to collect more information as soon as possible.

JamesC

Re: Billing question

cccc1822 — Mon, 24 Jan 2022 19:50:39 GMT

James,
Thank you very much.

Re: Billing question

Ferdie — Fri, 11 Mar 2022 15:05:13 GMT

I changed my form of payment but I just noticed that I was double billed on my old credit card. There’s no customer support on the Arlo website so I had to join the community. Can we resolve this?

Re: Billing question

JamesC — Mon, 14 Mar 2022 17:20:17 GMT

Ferdie,

You should be able to open a ticket within the Arlo mobile app by logging in and navigating to Settings > Support. You can find more information here: Arlo Support Options

If you're still having trouble, let me know and I will assist further.

JamesC

Re: Billing question

Sherri123654 — Sat, 30 Jul 2022 16:21:49 GMT

They did the same thing to me! I canceled in my account -"my subscription" show as cancel. The next month I was charged, and my account no longer showed up as canceled. I tried 3 times to cancel online, the system wouldn't accept it. Phoned support and they had to do something on their end, so I could cancel my subscription!

They REFUSED to refund my payment for the month even though I canceled and had to phone support to get their system to cancel my subscription! They kept my $10 so I will be sure to adverting on SM that they are using deceptive business practices and/or unethical computer configurations. Either way, I'll be sharing my experience with everyone on SM. If they are setting up their system to not allow you to cancel, then refusing to pay: WHAT OTHER LINES DO THEY CROSS? If they are employing unethical behavior, think about how they have access to your private home video!

Re: Billing question

JamesC — Mon, 01 Aug 2022 22:49:51 GMT

Sherri123654,

I will review your support ticket and escalate as necessary.

JamesC

Re: Billing question

cccc1822 — Tue, 02 Aug 2022 12:55:38 GMT

Hi and thanks, this got resolved a while ago. No further action required.

Re: Billing question

Sherri123654 — Sun, 07 Aug 2022 17:41:23 GMT

No it didn't get resolved to customer satisfaction or ethically. I was charged for a month because ARLO online cancelation system reversed the cancelation. I had to contact customer support the next month to get them to correct their system so it would accept the cancelation. Look at my history, I DID NOT USE Arlo security the month I was charged! ARLO NEVER CREDITED the funds back to my account. CUSTOMERS NEED TO KNOW THIS so it doesn't happen to them too.

Re: Billing question

Doublebilling — Tue, 16 Aug 2022 19:18:44 GMT

I have Arlo Secure plan. I was double billed during July 2022. On July 15 and July 21, $10.69 was put on my charge card. This might have happened when I had to change my credit card. I would like to be reimbursed for one of those charges.

thank you

Re: Billing question

JamesC — Tue, 16 Aug 2022 22:54:35 GMT

Doublebilling,

Please contact the Arlo support team to further investigate this issue. You can find support contact options here: https://kb.arlo.com/000062610/Arlo-Support-Options

JamesC

Re: Billing question

lippy65 — Wed, 17 Aug 2022 12:47:11 GMT

why is Arlo charging on my credit card 10.49 a month?