Billing issues - Improper Billing Practices

[KPatla]

Who else is having billing problems with Arlo!?  I'm preparing to launch a campaign to determine if this is class-action level unfair business practice/billing/fraud.  I have been dealing with Arlo for approx 6 months when we added 2 add'l cameras roughly Aug 2019.  I then paid for 1 year in advance (approx $100).  I continued to be billed $2.99/month & tried to resolve it via chat/email & phone calls without success.  The only way to stop it was to cancel the card that was being billed.  Then when the card could not be charged $2.99 - Arlo canceled my plan & some of my cameras were not functional - remind you  - I had paid for 1 year in advance.   When I called to have this resolved (approx early Jan 2020) - finally with one call phone everything seemed to be resolved.  They confirmed I paid for 1 year, updated my subscription plan, advised me I had approx 5-6 months credit & would not be billed until that ran out.  Well.. here we are 1 month later.. and I just received an $11.48 charge on my card - AND THEY REMOVED ONE OF MY DEVICES FROM SERVICE!  I'm currently back on the phone with them again.. at this moment.. going on 28 minutes.. 2 transfers and they want to create another "case" for me to look into it.    I do not understand how this company can charge me monthly - when I'm paid for a year in advance.  Plus, I never even asked for a reimbursement of the $3/mo they billed me that they shouldn't.  If I did not watch my charges, I wonder how long they would have improperly & fraudulently billed me.   Multiply this by hundreds, if not thousand of other customers.. and how much is Arlo bringing in fraudulently each month?   and here I am now at 38 minutes on today's phone call with Arlo.. on a Saturday morning..  only to be asked for ...  yet again,  ANOTHER screenShot of my charges so they can create a case & review it.  

[ShayneS]

HI @KPatla

Has this issue been resolved?

[KPatla]

No it has not.  Arlo still owes me $55 and now is telling me that I have to go to the bank that issued my original credit card that was billed (that is no longer a valid card) and ask the bank to reopen my card/account so you can refund me.  This is ridiculous.  I have spent at least 2 - 3 hours on the phone, on hold, email, etc.. and still Arlo can not figure this out.  But you were able to tell me by way of a recent my case would be closed in 3 days I did not respond.  Which - I've contacted Arlso several times this week.... and it seems that a new case gets created.  I'm currently on hold again  - so far fo 5 minutes - but i'm the 6th person in the que.. so I can not imagine this is going to be a quick call.   

[ShayneS]

Hi @KPatla

I have escalated this issue & my L3 Support team will be contacting you as soon as possible. Please keep me informed & I will be here to assist. 

[AMorris]

Is anybody else being billed for services that don't exist.  I have been trying since July 2019 to get Arlo to stop billing our company AMEX.  I was assigned a ticket number and it's been a game of hide and seek ever since.

[AMorris]

I opened a ticket in July 2019 to get them stop billing our AMEX but can't get any help!!!!

[AMorris]

I opened a ticket in July 2019 to get Arlo to stop billing our corporate AMEX but can't get any help.  Can you please help?

[ShayneS]

Hi @AMorris

Do you have the case number pertaining this issue?

[AMorris]

This is so frustrating.  I have a new ticket open (41682884) and hopefully will get this resolved.  Thank you for responding.

[ShayneS]

@AMorris

I have escalated this issue for you. Your new escalations case number is 41683023. Someone from the escalations team will be reaching out to you as soon as possible.

[AMorris]

I haven't heard from anybody from the new ticket.   41683023

[KPatla]

I did reach out to 2 attorneys.  Sadly, Arlo is not subject to Class Action lawsuit - based on the agreement we sign/accept when we sign up with them.  Disputes are resolved thru arbitration.   So - lesson learned, be ready to cancel a credit card in order to stop them from billing you. and be prepared to spend hours with no results on the phone when you call them. 

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***UPDATE - I did just get 3 $11.48 credits on my card....... which is interesting as it is my new monthly billed amount.. and only $34 of the $50 something they owe - but better than nothing.  And that was done w/out any notice..