Arlo doorbell with audio - Charged for subscription after canceling in February.

[jpc02043]

The doorbell never worked properly.  The audio and video were delayed and we could never get it to ring in the house consistently. I cancelled the subscription in February and we are still being charged.  I cannot contact customer support because, according to Arlo, our subscription has been cancelled, and only subscribers are entitled to support. (REALLY???)  The phone number for Arlo directed me to the website which does not have live customer service.  WHY ARE WE STILL BEING CHARGED???

[StephenB]

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@jpc02043 wrote:

 only subscribers are entitled to support. (REALLY???)  

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You can get the chat support w/o a subscription, but most folks here haven't found the chat to be helpful.

You do need a subscription to get phone support.

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@jpc02043 wrote:

I cancelled the subscription in February and we are still being charged.  

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You shouldn't be, but I have seen some other folks here who've complained about that.

I'm tagging the mods ( @JamesC and @ShayneS ), so they can hopefully escalate.

[JamesC]

jpc02043,

Are you sure these charges are coming from Arlo? I checked the account associated with the email address you use for the Arlo community and there is no subscription plan associated with it. Do you have another account you use for your Arlo login?

JamesC

[jpc02043]

Yes I’m sure. Both my husband and I are being charged $5.29/month. I unsubscribed in January and have been charged every month since.  Do you work at Arlo?

[JamesC]

jpc02043,

Yes. I've opened and escalated a support ticket detailing the concerns you've listed here. An agent will reach out to you with more information via email as soon as possible.

JamesC

[jpc02043]

I have not received any help from Arlo. 

[JamesC]

jpc02043,

An agent reached out to you via email on April 24th. Did you receive the email?

JamesC

[jpc02043]

No. I have not heard from Arlo and we are STILL being charged twice every month. I’m hiring a lawyer. This is outrageous that you do not offer any viable customer service. I have written to your office in California (the letter was signed for), I have posted in the community several times ( and I am not the only person who has this problem), I have tried to find a phone number for your office, I have called the California Attorney General’s office and the BBB.  We were billed AGAIN this month.  I simply want you to reimburse us for the 5 months that you have charged us for since the cancellation and stop billing us!!

[JamesC]

jpc02043,

I've escalated a new ticket detailing the concerns you've mentioned here. An agent will reach out to you with a status update as soon as possible.

JamesC