Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Tutor

Cannot cancel subscription

I am getting so frustrated with this company. They cannot fix this issue for me. I tried the trial for the arlo smart features and decided it was not for me. I cancelled within the time frame but I still keep getting charged for it. On my app and on the website it shows me as having the basic plan. Yet I still get charged. I tried calling and sending screen shots of my charges as the rep requested. Yet nothing has changed. It has been going on since November. I cannot even use the smart features if I wanted to because my app is stuck on basic. I tried getting it to change but it refuses to. Every time I call they tell me that I am not subscribed to any extra features but every month I get charged again. At this point I am worried that if I cancel my credit card they will just keep charging me and send me to collections for something I don't and can't use.
Model: VMC4030P | Arlo Pro 2 Wire-Free Camera
Message 1 of 15

Accepted Solutions
Tutor

Re: Cannot cancel subscription

It appears the problem has been fixed.  I am now able to go to my settings and change the plan back to basic.  When I did that I got a screen telling me I would be refunded for the last month.  Thank you for making that adjustment.  

Message 4 of 15

All Replies
Arlo Moderator

Re: Cannot cancel subscription

Hi @Jc1of2,

 

Have you contacted our support team regarding this? If not, I can create a case for you so our support team can help you with this. I'll send you a private message to gather more information from you.

Message 2 of 15
Highlighted
Tutor

Re: Cannot cancel subscription

Yes, I did back on November 5th, 2018.  So far nothing has been done. 

Message 3 of 15
Tutor

Re: Cannot cancel subscription

It appears the problem has been fixed.  I am now able to go to my settings and change the plan back to basic.  When I did that I got a screen telling me I would be refunded for the last month.  Thank you for making that adjustment.  

Message 4 of 15
Star

Re: Cannot cancel subscription

I was told the same thing. Had to finally cancel credit card and have them reissue a new card to get charges stopped. They never got billing and plan subcription departments sync'd!!!!

Message 5 of 15
Aspirant

Re: cancel subscription

I need a phone# and email to contact someone for trying to recharge me for another subcrition. Someone help me.
Message 6 of 15
Guru

Re: cancel subscription

Use the phone option here:

 

https://www.arlo.com/en-us/support/contact.aspx

Message 7 of 15
Star

Re: Cannot cancel subscription

Well its Feb and I am still getting charged 2.99 for a subcription canceled over six months ago. I dispute the charge with Chase every month and they refund. I have canceled the credit card that was used on my Arlo account. Still somehow and for some reason I am getting Arlo Technology charges. The time I have had to spend dealing with this is significant. Yes I have called them, yes someone has offered to escalate my case. I was even told in my last conversation with them that it had been resolved. I did complain to California Consumer something or other to file a complaint and got a form letter saying that I will be contacted. Nothing. I love my camera but this is as I said before criminal.

Message 8 of 15
Star

Re: Cannot cancel subscription

Dear Arlo moderator. Have you noticed that this is a wide spread problem? I believe you are sincere but your comments only give the illusion that the problem is minor and that the case will be resolved simply by your escalation. I'm still waiting to get my problem solved.

Message 9 of 15
Luminary

Re: Cannot cancel subscription

I am having exactly the same problem in New Zealand. 

Straight up going to quote Arlo Support Case # 40685387.
Signed up for single camera smart service in November 2018. Did not work and vanished from my account. But I am now receiving charges for it on my credit card still today (Feb 2019) 
Spent hours on phone only to be told I have a subscription. Yet my account shows no subscription. I have been sent automated email after automated email. Escalation after escalation, I have had online chats with service centre which states I have zero smart accounts.. 
Kiwis will understand me when I mention "Fair Go" and as they are one of my clients I am tempted to use it. 
It may only be $4 NZ a month, but it is the principal.. 
And when I ask for someone in accounts to contact me. I am told "I will email the appropriate department" 
Had enough. Over it. 

Message 10 of 15
Arlo Moderator

Re: Cannot cancel subscription

Hi @shoustonnz,

 

Sorry to hear the experience you're having with regarding this. I have sent you a private message to gather more information from you. Hope to hear from you soon!

Message 11 of 15
Luminary

Re: Cannot cancel subscription

Jessica.

 

I never received the support phone call you promised. So I rang them. I managed to speak to Level 2 support.

Who now admit, I can not see the subscription at my account, therefore I can not cancel it.

I then bought up the "error 14016  We are sorry we are unable to change your plan. Please try again now." I am experiencing trying to purchase a single camera subscription.

 I have been further escalated to Engineers and Billing department. So I have been told. And I will be contacted.

 

When I asked for a promotion code for a premier plan (which I have purchased in the past, but cancelled due to lack of notfications). I was told no such thing exists.

 

Jessica I will PM you this message too, with names of support staff I have spoken too.

Message 12 of 15
Luminary

Re: Cannot cancel subscription

Update. I have just received 4 credit card refunds. Still no answer on the 14016 error. So can still not purchase a single camera subscription. And no offer, yet on a promo code as a workaround/compensation for Premier plan.
Message 13 of 15
Aspirant

Re: Cannot cancel subscription

I am having the exact same problem and it's getting beyond frustrated! Please someone help before I lose my damn mind here, as canceling my card is way too time consuming.....at least it should be anyway.
Message 14 of 15
Arlo Moderator

Re: Cannot cancel subscription

Hi @swtwest,

 

I have sent you a private message to gather more information regarding your subscription. Hope to hear from you soon.

Message 15 of 15