How to Contact Billing?

[Terril001]

Has anyone ever gotten an email address, phone # or to a live person to address billing questions?  I've just been charged $129.99, without getting any email or invoice.  My Account says I have no subscriptions, and that I am "NOT ENTITLED TO TALK TO A PERSON, good luck with the Chat (futile) or trying to research via the Community Support"  -which was no help other than to affirm my problem is common.

[StephenB]

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@Terril001 wrote:

Has anyone ever gotten an email address, phone # or to a live person to address billing questions?  I've just been charged $129.99, without getting any email or invoice.  .

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Were you trying to purchase an annual subscription?

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[G333NA]

I bought a subscription so that the record button would reappear. Only to be told I don’t have one, nor am I ENTITLED to speak to a live person. I want money returned, and Arlo isn’t entitled to see what I record. Smdfh How do I cancel sub? Been looking all over on how to do that. If I’m entitled enough to get any reply, thank you ever so kindly.

[StephenB]

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@G333NA wrote:
I bought a subscription so that the record button would reappear. Only to be told I don’t have one, nor am I ENTITLED to speak to a live person. I want money returned, 

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Are you sure you purchased it from Arlo?  If you googled, you might have purchased from a scammer.

I'm tagging the mods, so they can assist: @JamesC , @ShayneS , @BrookeN 

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@G333NA wrote:
Arlo isn’t entitled to see what I record. 

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Note this info from their privacy policy:

• https://www.arlo.com/en-us/privacy-policy.html

Your videos are generally accessed by Arlo only through artificial intelligence, but when videos are “donated” to Arlo as described here, Arlo employees or Arlo’s contractors or service providers may potentially view them. You must select individual video recordings from your video library to “donate” to Arlo.

and

If enabled by you and with your consent, we may collect audio, video, and still-image recordings, photographs, or call center recordings

and

We may disclose Information to respond to a court order, legal request, or subpoena, including to law enforcement in response to a legally enforceable search warrant as described in our law enforcement guidelines here. We may also disclose Information in response to valid government or regulatory demands and requests. 

Also, 

• https://www.arlo.com/en-us/privacy-pledge.html

We won’t share your videos or account information with law enforcement, unless there’s a legally enforceable search warrant or court order, and we never share your videos for private litigation matters without consent. 

[BrookeN]

@G333NA can you please dm  me a screenshot of the purchase? Looking into the account I do not see that you have a subscription. 

[G333NA]

I'm trying to add picture of payment, but it isn't appearing. Can u please email me, then I can attach please?

[BrookeN]

@G333NA  have you been able to DM me with a picture of that receipt? I have not seen anything come in from you as of yet. 

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[roninVR13]

I recently received a charge for $160.49, also with no invoice and no explanation of the charge. I cannot get anyone at Arlo on the phone or chat because I do not pay for a subscription which is ironic since I was charged money for who knows what. I disputed the charge on my AMEX, and they said the merchant sent proof of charge but the "proof" was general and offered no details regarding what the charge was for. I am extremely frustrated at the inability to reach customer support. I am going to redispute the charge with AMEX, but it's ridiculous that it has to come to this and take this much of my time. 

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[azraelck]

Charge back for fraud; it's what I'm going to do later today, after filing a police report for the fraudulent charge on my bank account. 

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[100NORAL]

I received the following email from Arlo. I cancelled my subscription in 2023 and removed all cameras. Will report as fraud if my credit card is charged. 

"As a reminder, your Arlo subscription for the account __________ will be renewed* on 9/11/2024. You’ll continue to enjoy smarter home security with intelligent alerts, video history, activity zones, and more. Please note the price of your plan may have changed over the past year and current annual plan pricing is available here.To review or update your subscription, login at my.arlo.com. Thanks,The Arlo Team"

[BrookeN]

I have escalated your concerns to support, they will reach out to you as soon as possible.