Cannot cancel subscription nor get money back- ARLO Secure

[ChrisPomeroy]

I am SO frustrated at this time. Somehow ( weirdly, I do not know how, as ARLO Instructions are sooo clear, concise, and easy to find/follow, with awesome customer service. Rolling eyes), somehow there are 2 accounts associated with my father's Essentials cameras. For Christmas I renewed what I thought was his plan. Well, I guess I signed up for a plan on the phantom account, which has no cameras, etc. After finally figuring this out, I immediately "cancelled" the plan I had purchased. Easy, says the auto reply. "It will cancel on December 31st, 2025"! This is bull and I want all my $235.31 refunded immediately. Of course there is no phone number available to contact ARLO, and the Online Chat is of zero use. If anyone from ARLO checks these forums, they better get ahold of me. I have already contacted my bank to attempt to cancel, but I have to wait until it clears then they will send me FRAUD forms to fill out to submit for prosecution against ARLO. Also contacting the Better Business Bureau and my State's Attorney General.

[StephenB]

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@ChrisPomeroy wrote:

Of course there is no phone number available to contact ARLO, and the Online Chat is of zero use. 

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Try using phone support from the account that has a subscription.

[ChrisPomeroy]

Stephen,

Thank you for the tips. I appreciated your attempt to help me out, but unfortunately I still have gotten zero customer support from ARLO.

Right after you replied, I dug into the accounts further and finally found a contact number. I called Jan 4th, and was given an automated response indicating that they would call me within an hour. I even got an email saying I would be contacted "Momentarily"! Well, it is Jan. 10th with no contact in sight, even though I have emailed and called, again, twice.  ARLO simply does not give a crap about customers. 

If anyone considering buying ARLO products happens to read this, RUN, do not walk, away from them. They will leave you with empty wallet and zero support.

[JamesC]

ChrisPomeroy,

I've escalated your open support ticket requesting immediate follow-up. An agent will reach out to you with more information as soon as possible.

JamesC

[ChrisPomeroy]

James, 

Appreciate your reply and “Elevating” this, but still have not heard anything, 4-5 days after your response..

[jjhewett]

 I called and cancelled by Arlo secure subscription in several months ago.  I distinctly remember this because the person I spoke to tried numerous times to get me to keep my subscription — which I refused.

I was dismayed to see that, despite my efforts, it appears that the person I spoke to intentionally continued my subscription.  

Despite the cancellation, my credit card was charged for another full year subscription. 

We all know that the people on the phone are paid to keep you subscribed, but it's still disappointing. 

Arlo, like many other tech companies has created a Gordian knot of trying to speak to a human to solve a problem or getting a question answered.  After solving that Gordian knot, they still decided to ignore my request and charge me again. 

If anyone knows of a simple mechanism to get a refund, please let me know. 

Thank you.

[JamesC]

jjhewett,

I've escalated the details you've provided here. An agent will provide you with an update as soon as possible.

JamesC

[ChrisPomeroy]

Well, if you are somebody considering signing up with ARLO for ANYTHING, I hope this thread gives you serious pause. The ongoing extreme difficulties actually finding a single live person to assist you with any issues, or trying to cancel, should certainly turn you in another direction, unless you are into S&M. Notice the trend of how after many efforts, and seemingly FINALLY get some resolution, you find out you are lied to, and when you call them out on it, then it get "Elevated", and maybe you finally get some resolution.... Clear pattern here

[Dgmi]

and for reference here are the prices over my ‘time’ with these subscriptions

see my annual plan price increases below:

2025         $ 215.88

2024          $ 149.99

2023           $ 119.88

who knows how much they’ll increase it next year ?!

[ByronSG]

Arlo subscriptions are a SCAM.   Their instructions on cancellation are deceptive and prevent you from cancelling.  

I am now contacting my bank to treat this transaction as a scam.

[JamesC]

ByronSG,

Are you following the instructions linked below? Depending on which version of the Arlo app you have, you may see a slightly different experience:

https://kb.arlo.com/000063052/How-do-I-change-or-cancel-my-Arlo-subscription-plan-Arlo-Secure-4-0-5-...

https://kb.arlo.com/1215141

At what point are you experiencing an issue?

JamesC