Can't cancel my subscription

[gregperatt]

I have been a longtime Arlo user and well over $1,500 invested in cameras and base station.  I've been getting a $10.24 charge on my credit card and I can't reach anyone to explain what this is for nor can I get an receipt.  I have been unsuccessful in reaching anyone that can assist me.  I'm beyond frustrated with the support.  They indicate that I must now pay for support in order to speak with anyone.  I don't have a technical issue, I have a customer service issue.  This is my last attempt to get help.  If not resolved immediately, I will cancel my credit card to stop the billing and rip and replace the entire system.

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43415521

[gregperatt]

Still have not heard from anyone.  It's time to rip and replace.  This is the worst customer service\support I have experienced.  

[Rflem]

I'm experiencing the same issue. This is turning out to be a big scam. It's designed to be a one way door with no exit. Arlo subscriptions are a ripoff deserving of a look by consumer protection bureaus.  

[ShayneS]

HI @Rflem

May I ask what happens when trying to cancel your subscription via the web portal?

[efreddiesanders]

I cannot click on "subscription" under settings and, therefore, I have been unable to cancel my subscription.  I will report this action to any consumer board, including BBB, unless my account is immediate canceled.

[efreddiesanders]

I can answer this question, you cannot click on "subscription" under the settings ...

[Rflem]

I had the same problem earlier. But, within the last week, it seems the Arlo website was changed in a manner that made it relatively straightforward to cancel my subscription, which I did successfully. Since the date of your post is today, I'm not sure if you're experiencing the same breakthrough as I did. But, it's worth a try because I experienced your frustration and exasperation at not being able to cancel to the point of coming close to cancelling my credit card and getting a new one. Thankfully, it didn't come to that.

[Rflem]

Earlier today, I posted an update to my not being able to cancel my subscription. Within the last week I went back to try it again and it appeared to me I was navigating in an improved Arlo account manage website area and managed to cancel my subscription successfully, and received a confirmation email from Arlo that the subscription was cancelled and that no additional charges would be levied on my account. The billing end period is coming and we'll see whether that feedback was accurate.

[TAMMYCHARLES28]

WHY CAN'T I CANCEL MY SUBSCRIPTION... THE BATTERIES FOR THESE CAMERS ARE TO EXPENSIVE AND THEY DON'T LAST LONG.   THIS WEBSITE ISN'T DESIGNED TO BE OF A  TRUE CUSTOMER SERVICE.  IF I DON'T GET A RESPONSE BY 6/16/2023 I WILL CALL TO CANCEL MY CREDIT CARD.  

[TAMMYCHARLES28]

YOU CAN'T CANCEL VIA THE WEB PORTAL   THEY DON'T HAVE AN OPTION,... THERE IS NO ONE TO TALK TO EITHER   THIS COMPANY IS BEGINNING TO LOOK LIKE A TRUE RIP OFF SCAM OPERATION,

[TAMMYCHARLES28]

Will you please share what you did to cancel your subscription?

[ShayneS]

HI @TAMMYCHARLES28 

May I ask what the issue is you are experiencing and I will do my best to assist you. 

Thank you 

[playkate54]

The problem is that consumers are not able to cancel a recurring monthly subscription fee. A fee that has doubled since I began with Arlo, without any notification or fee acceptance from me.  There is no way to contact Arlo by phone, you get a recording which tells you to use an app for support or go online.  I logged into my account online to cancel, however the "subscription" link is grayed out and I cannot select it (as of 7/3/2023).  The chat bot tells you to use the app to cancel, which is dumb because I haven't had service online in over a year because your idiot technology makes it impossible to change internet connection.  If you do not have an active service, you can't cancel via the app. RIP OFF, CROOKS and/or THIEVES.  I had to cancel my freaking credit card just to stop the insanity.

[StephenB]

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@playkate54 wrote:

I logged into my account online to cancel, however the "subscription" link is grayed out and I cannot select it (as of 7/3/2023).  

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The Subscription in my.arlo.com is just a heading.  You'd click on Arlo Secure to cancel.

[Pinkneyc2]

I am having the same problem. Have cancelled my account, don’t use the cameras, and took them down. Still getting charged $24.99 per month. Disputed and they put back on my account but today they charged my account for 5 iterations of $24.99–WTH!!  Guess I need to get an attorney. Has anyone had any luck in cancelling???

[ShayneS]

Hi @Pinkneyc2 

I have notified the team and someone from support will be reaching out to you as soon as possible.