Help! i'm being double billed by Arlo and support can't stop it!

[lasermonkey]

Hi, I'm hoping someone in this support area of the business can help.

My case number 41038504 has been open for 1.5 months and seems to be moving exactly nowhere. I've tried requesting this is escalated a number of times, but have had no response.

The problem started where i subscribed to a monthly billing cycle, while issues with my "one year free arlo smart premier"  offered in the camera bundle were being sorted out.

Once sorted, i added the one year free arlo smart premier successfully.

Unfortunately it looks like something went wrong, as i am STILL billed monthly for the smart premier, despite having 1 year free. I can only see the 1 year annual premier under the subscription.

Thanks

Sean

[JamesC · Accepted solution]

lasermonkey,

I've escalated your open support ticket to the billing team. An agent will be reaching out to you shortly with an update on your case.

JamesC

[lasermonkey]

Thanks James. I'm hoping the visibility via the forums will improve the customer service from whatever area was sitting on it.

[lasermonkey]

Hi all, an update from this.

It is now working.

In summary I had to:

1) cancel the 1 year "free" subscription

2) this also cancelled a monthly subscription that was invisible

i then got a refund on the time remaining on the yearly sub (funds yet to show up), and the "double up" months i had paid at the same time.

I then re-subscribed to the monthly plan.