topic Re: Billing for cancelled service in Arlo

Billing for cancelled service

almalex5 — Mon, 23 Jul 2018 16:02:29 GMT

I used the free trial for the premium subscription plan and cancelled it within that month. My credit card is showing a charge from Arlo despite cancelling the service.

With customer service being completely unavaliable I see a credit card dispute as my only option. Please refund this charge made in error.

Re: Billing for cancelled service

JamesC — Tue, 24 Jul 2018 15:02:52 GMT

almalex5,

Is the charge pending or completed?

JamesC

Re: Billing for cancelled service

almalex5 — Tue, 24 Jul 2018 15:34:18 GMT

The charge is currently pending, will reply back if it is completed.

Thanks

Re: Billing for cancelled service

almalex5 — Thu, 26 Jul 2018 17:39:08 GMT

The transaction has now been posted to my account and my card has been charged $9.99

Re: Billing for cancelled service

JamesC — Thu, 26 Jul 2018 20:48:59 GMT

almalex5,

I will reach out to you in a private message to gather more information on this issue.

JamesC

Re: Billing for cancelled service

peets12 — Tue, 25 Sep 2018 21:24:16 GMT

I am also getting reoccuring charges for 9.99 but I cancelled and went back to basic 3 months ago.

Re: Billing for cancelled service

JessicaP — Wed, 26 Sep 2018 17:14:39 GMT

Hey @peets12,

I'll reach out to you via PM to gather more information from you 🙂

Re: Billing for cancelled service

SmacTay — Thu, 27 Sep 2018 02:34:50 GMT

Curious if you got this resolved? This just happened to me tonight. What route did you go to get credited, if so? I can’t find a phone # or email address for billing. Or any human, for that matter.

Re: Billing for cancelled service

peets12 — Thu, 27 Sep 2018 02:35:57 GMT

Still haven't received a message.

Re: Billing for cancelled service

peets12 — Thu, 27 Sep 2018 02:36:36 GMT

Nobody has sent me a private message to resolve the issue unfortunately.

Re: Billing for cancelled service

JessicaP — Thu, 27 Sep 2018 17:11:28 GMT

Hey @peets12,

As discussed through PM, I have created your case and escalated it to our support escalation team. They should handle your case once they review your case.

Hey @SmacTay,

I was able to find your case and it looks like our support team is assisting you . Please keep an eye out if you have been refunded. If you have not been refunded yet, please let me know so I can take a look again.

Re: Billing for cancelled service

allo486 — Sun, 30 Sep 2018 17:10:36 GMT

I subscribed for the Premium service for a couple months and then reverted back to Basic in early August.
Still keep getting billed on a monthly basis to my CC.
I'd like to get this fixed and a refund issued for the amount overcharged.

Re: Billing for cancelled service

JamesC — Mon, 01 Oct 2018 17:00:30 GMT

allo486,

I've opened and escalated a case on your behalf. I will reach out to you in a private message with further information.

JamesC

Re: Billing for cancelled service

Djb617 — Tue, 13 Nov 2018 02:56:57 GMT

I’m also in that boat and my charge cleared

Re: Billing for cancelled service

JessicaP — Wed, 14 Nov 2018 21:39:29 GMT

Hey @Djb617,

I've sent you a PM to gather more information to further help you out 🙂

Re: Billing for cancelled service

skennedy1078 — Wed, 28 Nov 2018 20:29:11 GMT

I am having an issue where I am still getting charged for my first unit. I had to return my first unit and I was paying for the service and now my new unit I have it set to the Basic package. Why am I still being billed and how do I stop it? After checking my account, I have been charged since September and I don't even have the unit that I was paying for the service. Please help!

Re: Billing for cancelled service

JamesC — Wed, 28 Nov 2018 23:11:58 GMT

skennedy1078,

The service is based on the account. Did you start a new account when you got the new Arlo device? If so, you will need to log in to the old account and downgrade your subscription to Basic.

JamesC

Re: Billing for cancelled service

MarJenk — Thu, 06 Dec 2018 19:30:06 GMT

I am having this same issue and have not received any help. I reached out to customer service twice, have a case # that I was told was escalated and I responded to the case email twice with no response. This has been going on for for 4 weeks. Is anyone here able to help? This is really bad customer service.

Re: Billing for cancelled service

JessicaP — Fri, 07 Dec 2018 21:47:51 GMT

Hi @MarJenk,

I sent you a private message (PM) to gather more information from you with not hearing back from our support team.

Re: Billing for cancelled service

meiyaps — Sat, 08 Dec 2018 03:46:53 GMT

My account is getting charged for cancelled subscription for the past 3 months. I used the premium subscription and went back to basic subscription. But still my account is getting charged. Please help.