Why am I seeing a fraudulent charge from Arlo Technologies in my bank account

[azraelck]

I do not have any account nor have I purchased anything from Arlo, yet when checking my bank account I noticed a fraudulent charge this morning. I don't even know who Arlo is other than a scam organization.

[BrookeN]

I have reached out to support regarding the charges you received, support will be reaching out to you as soon as possible. However, I do suggest reaching out to your financial institution, as these charges are generally from a compromised card.

[StephenB]

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@Bmay833 wrote:

it's very suspicious that there are quite a few others with the same charge.

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They have millions of subscribers and of course cameras/accessory sales, so a lot of credit card billing is happening.  Some will be fraudulent. But people like you cannot reach support, because you do not have a subscription.  So you end up posting here.  Once that happens, google searches will of course find the posts.

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@Bmay833 wrote:

Also, a mod or someone claiming it's CC fraud. I have no other fraudulent charges on my CC. Something seems off. 

How did y'all go about getting your money back? 

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Mods are creating support requests on behalf of people reporting the problem.  But certainly you should report the problem to your credit card company, and also change the passwords on any accounts that have that payment method saved.

[kileymax19]

I received a charge today, December 13th, 2024, for $26.74. I've never had an account from Arlo and never heard of the company prior to this. I've disputed with my bank but wanted to share here as this seems to be an incredibly common issue in the last three weeks. 

[Bmay833]

What's funny is you will have a mod come and tell you that someone will reach out to you. They you will have some super fan reach out backing up the company for not being suspicious. 

Someone reached out to me with this:

"Hi Brandon, This is John from Arlo Customer Care Team. I am contacting you about unexpected charges in your account. Since you do not have any Arlo devices, please contact your bank to stop the payment. If you have any additional questions, please provide the following information:• Preferred call back number• Preferred call back date and time (Time zone)To reply to this message, kindly tap the "update case" button below and it will allow you to send a message. Please be advised that this case will automatically close within 7 days of no response.  Thank you and we look forward to hearing from you.  Regards, John Philip S. Customer Care Advocate Arlo Technologies, Inc."

I reached back out to John 7 minutes later and still haven't gotten a response yet. That was on December 9th. I hope you can have better luck than I did. Something still doesn't sit right with me on this whole situation. 

[BrookeN]

@kileymax19 I have reached out to support regarding the charges you received, support will be reaching out to you as soon as possible. However, I do suggest reaching out to your financial institution, as these charges are generally from a compromised card. Do you mind sending me a screenshot/picture of the charges you are seeing. You can send those via dm, You send a dm by clicking on the envelope icon on the top right of the forum page.

@Bmay833 I appreciate your feedback and frustration regarding the charges you received. The charges are not coming from Arlo, which is the reason we advise you to contact your bank. It is activity being looked into, however there is not any more information that we can provide at this time. You can send me a DM with any questions/concerns you may have. Also, if you would not mind can you send a screenshot/picture of the charges you received? Thank you, Brooke N. 

[Dclark9]

I also have a charge pending on my bank card for the 16th. Never heard of the company before today but it seems this is a common issue.

[Trinasoria46]

I am also seeing charges.  

[BrookeN]

I have reached out to support regarding the charges you received, support will be reaching out to you as soon as possible. However, I do suggest reaching out to your financial institution, as these charges are generally from a compromised card.

[UnhappyCamper2]

Greetings Brooke, I hope that this message finds you well. I am another "UnhappyCamper" due to a fraudulent charge hitting my bank account. I am sorry, but your services are not popular enough for everyone's card to be stolen and they run to your website to order products (Also, the charges don't line up with any solutions you provide) so this one is a bit sticky. 

Like many have said, there is no way to dial into support so I would appreciate your direct engagement to get this cleared up... 

[Bmay833]

Good luck. I got one initial email asking for more information, than ghosted since. Something isn't adding up here .

[UnhappyCamper2]

I am currently chatting with someone that at least gives the appearance that they are trying to help me out.... Pain in the ass as you have to create an account & click through all the digital prompts via chat, but eventually it'll get you to a person....

Good Luck Soldier.

[BrookeN]

@UnhappyCamper2  and @Bmay833  can you please dm me a good call back number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.

[BrookeN]

@UnhappyCamper2  thank you for providing that information. I have passed this information onto the support team, they will be reaching out to you as soon as possible. 

[UnhappyCamper2]

Brooke, 

It is a bit mind blowing that Arlo can't go in and simply cancel whatever was ordered / charged. I am being asked to sit on my hands and essentially do nothing in hopes that this resolves itself.... The internal team would not even divulge what was ordered. What was I charged $32.09 for? They have the information... They could / would not provide any confirmation of credit / cancellation which is nuts. How is this possible? 

[BrookeN]

I do not work on the billing side so I cannot provide any information pertaining to that. Did you get a hold of your financial institution and let them know as well? 

[UnhappyCamper2]

Of course we did, but I have a real hard time with the idea that it is from a compromised card when this is not an isolated incident.... This chat board is full of people suffering from the same problem. Why would thieves steal all of our cards and run straight to Arlo to purchase things? What are they purchasing? What does $32.09 purchase? I have all of these questions which no one is willing to answer. 

Arlo appears to be a legitimate company, but with an incredibly legitimate problem... A problem that should be addressed expeditiously with complete transparency. 

[StephenB]

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@UnhappyCamper2 wrote:

I have a real hard time with the idea that it is from a compromised card when this is not an isolated incident....

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If someone else can successfully charge something to your card, then it is by definition compromised.  It doesn't really matter who that "someone else" is.  Even if you think that third party is Arlo itself (which seems extremely unlikely to me). 

And no matter who it is, there is nothing to stop them from doing it again.

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@UnhappyCamper2 wrote:

 What are they purchasing? What does $32.09 purchase? I have all of these questions which no one is willing to answer. 

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My guess is that they charged a monthly subscription.  So if unaddressed, the same charge could show up next month. 

Whatever it is, the amount charged would include tax (and potentially the order was placed in a different country, so the actual currency might not have been dollars).  

[kileymax19]

Completely agree with this. The charge never even posted. It stayed pending and then eventually fell off. And in reading through these comments, that has happened to a lot of people. If it was a stolen card situation, would they really have attempted one singular purchase (for something so niche) and then not attempt to purchase anything else? It makes 0 sense that a bunch of random card thieves would run straight to Arlo (a company I personally had never heard of until all this). I wish the company would make a statement.