Subscription Plans

[Gilby65]

You people are dishonest and pathetic. We called a year ago because of some difficulties with our Arlo cameras. The issue was resolved, but while we were on with the agent we were offered a lifetime plan. We HAD a premium plan because of that conversation until recently where we were being pestered by email reminds us that we needed to pay for the new year premium plan. We contacted Arlo and we were told they didn’t have such a plan. We showed the email noting the lifetime and you still denied having it. How could we have had premium services if it hadn’t been granted by Arlo? The email we received says so on it. Unless you were hacked the only reasonable explanation is that came from Arlo. But instead Arlo wants to give the impression that we get premium services from someone else. If that is the case then Arlo is a fraud and their privacy and security is a scam. Priority to the premium services we got from the “hackers then,” we only had basic services. We didn’t go looking for premium until it was offered as the lifetime plan. A scamming and dishonest company.

[BrookeN]

Hello,

If you had Googled the support number then you probably talked to someone pretending to be Arlo. We have indeed never offered lifetime plans. The only way to get a hold of Arlo is through the app itself. You very well could have had a plan prior to the "lifetime" plan that you had purchased from a scam number and that is why you were asked if you wanted to renew your subscription. However, we do not now nor have ever offered a lifetime plan. I do apologize that this happened to you. If you have any further questions, please let me know. 

[Gilby65]

No hacker is going to give us a premium plan and we were given with all the privileges. Unless, you people allowed it. If then, the reality is that you don’t have a secure system and are a fraud. We didn’t ask for premium plan; we ask to correct an issue with our cameras and it was fixed and then offered the plan. We didn’t go looking for a premium.  You don’t get a fix and a plan from a scammer and then no other money missing. And no other money was taken from us. Pathetic excuse for an overpriced subscription.

[StephenB]

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@Gilby65 wrote:

No hacker is going to give us a premium plan and we were given with all the privileges. 

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Note I don't work for them.  

You aren't the first person here to get a lifetime subscription from a scammer, and I don't think you'll be the last.  But as @BrookeN says, Arlo has never offered such a plan, and the ONLY way to get a subscription is through the app or my.arlo.com.

• https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

Often the scammers will take your account and payment information, and then get you a less expensive subscription.  I think that is often done using a different stolen card to make it difficult for you to spot (and increasing their take).    If you are still covered by the trial subscription, they might just take your money and let the trial lapse.

Also, based on posts here from other victims, its clear that some of them have the skills needed to resolve some common user problems.

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@Gilby65 wrote:

Unless, you people allowed it. 

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This is not unique to Arlo.  Tech support scams are all over the place.  You googled for a number, and found one that wasn't on Arlo's website.  Regrettable, but it was your mistake.

There's no way that Arlo can stop it.   Though the scams are illegal, it is legal for third parties to offer support services.   Finding the actual location and identify of the scammer is needed to take legal action, and often that is quite difficult.   

If you still know who you contacted (phone, website, and/or email) you can give the details to Arlo in an email to reportscam@arlo.com  The credit card statement might also give more clues on who exactly charged your card.  Although too late to help you, Arlo still can try to shut down the scam support site to prevent others from being scammed.

[Gilby65]

I appreciate the contact, but I didn't get a lesser plan. And if they did perform a scam, then they were very generous in fixing my original issues with the cameras, which is what we called for. And you are  saying that they not only took the time to resolve my issues with the cameras, but also gave me a great plan. Well then that makes them the robin hoods of Arlo then. And I've already presented Arlo with the email and info they provided. It's not Arlo's problem I guess.

[Gilby65]

Furthermore, if a "security company" can have their security hack or scammed at will, and perform services for people, then clearly, they are not worth going with. 

[StephenB]

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@Gilby65 wrote:

Furthermore, if a "security company" can have their security hack or scammed at will, and perform services for people, then clearly, they are not worth going with. 

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You must have told them them your account credentials and payment info when you purchased. If so,  Arlo security wasn't compromised.

As far as "lesser" goes,  I was thinking about the time frame (a couple of months), not the subscription level.  Though if they were using stolen cards, they could have just paid for a yearly sub.

[Feliked]

Pleased to see your question as I think I have the same question, I am also confused and in need of light on this same issue. Need help.

[StephenB]

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@Feliked wrote:

Pleased to see your question as I think I have the same question, I am also confused and in need of light on this same issue. Need help.

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Can you give more details?  Obviously don't post anything that compromises privacy.

If you are seeing an Arlo charge on your credit card that shouldn't be there, then the next steps are to

• contact your finance institution right away and dispute the charge.  If you never had an Arlo account, then I suggest getting a new card when you do this.
• post that clearly here, so the mods can escalate the problem with Arlo.