Customer service is a joke

[JayKreed]

I was billed twice on 4/4/2026: one charge of $22.01 for unlimited plus, the second charge of $33.02 for premium. Why would I want two different tiered subscriptions for one account? So I message customer service. I'm in a "chat" for 20 minutes. I explain that I want to keep premium, cancel the plus subscription, and get a refund for the lower tiered double bill. Instead, they cancel premium. So I abandon this slow replying chat and I request a support phone call. 15 minutes later, a rep calls. I explain the above and go round and round trying to get them to understand. They repeatedly confirm I wish to cancel premium. Finally, we reach an understanding on what I want cancelled and what I want to stay. 

Now for the refund. I ask. The rep repeatedly tells me that I have premium which will renew in May. This doesn't answer my request for the refund so I ask again. She says the same thing about a trial a couple more times. I've been on the phone for $40 minutes at this point being talked in circles. I start to lose patience and curtly if I'm eligible for a refund or not. She snaps back that I'll get a refund. I ask for a confirmation number. She says it will be emailed to me. Phone call ends. 

Did I ever get an email or refund? No. Unbelievable. 

Do not get arlo. The cameras are great until you actually need assistance from the company taking your money. 

[BrookeN]

I apologize for the frustration, this is not at all how we want our customers to feel. Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.