Billing for cancelled service

[almalex5]

I used the free trial for the premium subscription plan and cancelled it within that month. My credit card is showing a charge from Arlo despite cancelling the service.

With customer service being completely unavaliable I see a credit card dispute as my only option. Please refund this charge made in error. 

[JamesC]

almalex5,

Is the charge pending or completed?

JamesC

[almalex5]

The charge is currently pending, will reply back if it is completed.

Thanks

[almalex5]

The transaction has now been posted to my account and my card has been charged $9.99

[JamesC]

almalex5,

I will reach out to you in a private message to gather more information on this issue.

JamesC

[peets12]

I am also getting reoccuring charges for 9.99 but I cancelled and went back to basic 3 months ago.

[JessicaP]

Hey @peets12,

I'll reach out to you via PM to gather more information from you 🙂

[SmacTay]

Curious if you got this resolved? This just happened to me tonight. What route did you go to get credited, if so? I can’t find a phone # or email address for billing. Or any human, for that matter.

[peets12]

Still haven't received a message.

[peets12]

Nobody has sent me a private message to resolve the issue unfortunately.

[JessicaP]

Hey @peets12,

As discussed through PM, I have created your case and escalated it to our support escalation team. They should handle your case once they review your case.

Hey @SmacTay,

I was able to find your case and it looks like our support team is assisting you . Please keep an eye out if you have been refunded. If you have not been refunded yet, please let me know so I can take a look again.

[allo486]

I subscribed for the Premium service for a couple months and then reverted back to Basic in early August.
Still keep getting billed on a monthly basis to my CC. 
I'd like to get this fixed and a refund issued for the amount overcharged.

[JamesC]

allo486,

I've opened and escalated a case on your behalf. I will reach out to you in a private message with further information.

JamesC

[Djb617]

I’m also in that boat and my charge cleared

[JessicaP]

Hey @Djb617,

I've sent you a PM to gather more information to further help you out 🙂

[skennedy1078]

I am having an issue where I am still getting charged for my first unit.  I had to return my first unit and I was paying for the service and now my new unit I have it set to the Basic package. Why am I still being billed and how do I stop it?  After checking my account, I have been charged since September and I don't even have the unit that I was paying for the service.  Please help!

[JamesC]

skennedy1078,

The service is based on the account. Did you start a new account when you got the new Arlo device? If so, you will need to log in to the old account and downgrade your subscription to Basic.

JamesC

[MarJenk]

I am having this same issue and have not received any help. I reached out to customer service twice, have a case # that I was told was escalated and I responded to the case email twice with no response. This has been going on for for 4 weeks. Is anyone here able to help? This is really bad customer service.

[JessicaP]

Hi @MarJenk,

I sent you a private message (PM) to gather more information from you with not hearing back from our support team.

[meiyaps]

My account is getting charged for cancelled subscription for the past 3 months. I used the premium subscription and went back to basic subscription. But still my account is getting charged. Please help.

[JessicaP]

Hey @meiyaps,

I have sent you a private message (PM) to look into your case and escalate it further.

[jsmeyer]

I have had to cancel three charges over the last three months. Customer service has lost Arlo customer and I will be sure to warn others.

[jsmeyer]

There are two problems: billing and subscription profiles out of sync. Forgivable. Unwilling to acknowledge and rectify the problem inexcusable.

[meiyaps]

Still no update on my case. I have been charged for 3 months. Please return back my charges.

[C_crabtree]

This is absolutely rediculous on arlo/netgears behalf!!! Im about to be charged for a 4th time after i have cancelled/downgraded to basic. I have a case number, spoke with cs. I have done everything asked provided proof of charges and type of credit card, (which is beyond me) And all of this so they can sync our account. I call bull**bleep**!! One or 2 cases i can understand but this many people dealing with same issue for 3-4months. That is theft in my book!!! Arlo is a scam!!!