Sketchy subscription issues

[stevemead]

I just took over an Arlo camera system from a previous owner after purchasing their home. The Arlo agent who onboarded me, charged me $435 for a "three year subscription" plan. And he tried to upsell me even more for a five year or lifetime plan. That payment is not showing up on my Arlo invoices in my dashboard. And there's no evidence I'm on a three year plan. And now I'm also getting a bill for $20/month for "cloud" services. When I called to complain and understand what was happening, the same agent said this is only a monthly payment for six months, and that he explained this to me when I signed up. But it was not clear at all and there was no email or signed service plan I received that detailed this information. This seems super sketchy to me. Does anyone else have a similar experience?

[StephenB]

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@stevemead wrote:

The Arlo agent who onboarded me, charged me $435 for a "three year subscription" plan. And he tried to upsell me even more for a five year or lifetime plan. That payment is not showing up on my Arlo invoices in my dashboard. 

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You were talking to a scammer, not Arlo. Arlo doesn't offer the plans you were "offered'.

• https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

Dispute the charge with your credit card company, as you were defrauded.

[stevemead]

This is wild. The previous homeowner gave me this contact information as Arlo support, and the person worked to transfer the previous owner's Arlo account into our name, so I didn't even think to consider it was a scam intially. How do companies like Arlo know that it's not their current employees doing this on the side? In doing some research, it seems like this type of scam happens quite a bit with Arlo. 

[StephenB]

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@stevemead wrote:

In doing some research, it seems like this type of scam happens quite a bit with Arlo. 

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I suspect that is because Arlo doesn't publish a phone number for support.  So if someone googles for a phone number, they generally get a scammer.

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@stevemead wrote:

How do companies like Arlo know that it's not their current employees doing this on the side? 

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Include the contact info you were given in an email that reports the scam (the email address is in the KB link I gave you above).

You can also send a private message (PM) to one of the mods ( @BrookeN , @JamesC , @ShayneS ) by clicking on the envelope icon in the upper right of the forum page.