topic Re: I also have the double billing for NEST Aware issue…sigh in Subscriptions and Services

I also have the double billing for NEST Aware issue…sigh

BDeb — Wed, 21 Feb 2024 02:25:48 GMT

I had to migrate to Google Nest from the original Nest as I began to have issues and was told the only way to resolve the issues was to migrate. This required me to use a gmail email. My old account was under another email. Had to call for help and to migrate. After migration, 24/7 camera stopped working. I called and was told I had to resubscribe to Nest Aware as the old account was basically gone. I originally paid $50 a year and was told it was higher now, but would be given credit for the remainder of my $50 prior annual payment in February 2023. So I switched to monthly and everything worked fine. Monthly billing started in November at $15 a month. Camera worked without issues. Then…. last week…I was charged an $80 annual fee for basic Aware service…apparently still tied to my old/closed account. I have made more than one call and a ticket was opened last week and I was told a “senior specialist” would have to handle it. Was told I would receive a call within 24-48 hours. A week passed. Nothing. Called today and was told the original ticket wasn’t worked as they basically didn’t know what to do. No notification or anything…just dleft me hanging. Was told “ I promise we will resolve it today with senior support”. Was put on hold for 20 mins and then he came back and said “oh sorry they can’t help you today”. I was told they could only talk with me via email going forward and to once again give it 48 hours. It was obvious no one knows what to do. To top that off….I disputed the charge on my card and the dispute was denied as Google Nest told my bank I had not made an attempt to contact them to resolve it. Bank won’t do anything now without lengthy documentation. I will give it 48 more hours BUT THEN WHAT? This is ridiculous. I wish I could ditch it all and get a different system but I’m sure I will continue to be billed if I do that. So disappointed and frustrated.

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Wed, 21 Feb 2024 13:51:18 GMT

Hello BDeb,

I’m sorry to hear that you’re having issues with your Nest Aware subscription. I’d like to dig deeper into this. Can you please share the case ID from your interactions with the support team so I can check what happened?

Best,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Wed, 21 Feb 2024 16:04:03 GMT

Hi! THANK YOU!

at this point I don’t even know what the last case number is for sure. It started as 3-0966000035858 on 2/14. Today I got a strange email and I don’t know if he’s yet again saying “can’t help you” or if that was for another team. That email has case ID 4-9525000036292. This is from the guy (Paul) who told me yesterday he was sending it back to “senior support”. Here are images of both case numbers.

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Thu, 22 Feb 2024 13:51:04 GMT

Hi BDeb,

Thanks for circling back with your case IDs. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done. Also, please use the email under the old account when filling out the form.

Regards,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Thu, 22 Feb 2024 16:48:01 GMT

I think it submitted…….

Re: I also have the double billing for NEST Aware issue…sigh

ayaherna3 — Thu, 22 Feb 2024 23:02:13 GMT

This is the same issue. I have been dealing with this for several years with no resolution. I have created several tickets and no one ever gets back. Every year I have to dispute the duplicate charges to get my money back. Now I am having to get another system and close this account but still being charged twice in a year. This is totally unacceptable and no one wants to solve this issue

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Mon, 26 Feb 2024 17:42:46 GMT

Hey everyone,

@BDeb, it looks like your submission didn’t come through. Could you please fill out this form again? Let me know once it's done.

@ayaherna3, thanks for joining us. I’m sorry to hear that you’re having the same issue. I'd be happy to take a look into this for you. Please fill out this form with all the needed information. We’ll have someone reach out to you via email from there.

All the best,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Mon, 26 Feb 2024 18:47:41 GMT

Ok sorry thanks….I did it again and this time I got back a success message. Prior when I clicked submit the button turned gray and nothing else. It never did anything. Thanks for continuing to follow up with me!!!!

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Tue, 27 Feb 2024 12:54:32 GMT

Hi folks,

@BDeb, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

mommabeeks12 — Wed, 28 Feb 2024 12:18:04 GMT

Moderator edit: For the safety of our community members, this post was edited to remove personally identifiable information.

I had a nest account on my own, I have joined with ADT and now have nest through them I was just charged 71.00 I paid 80 in January I also was surprised that it was 80.00 in january as the last billing was 55.00 last year.

Angela ######

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Wed, 28 Feb 2024 12:20:54 GMT

Hi folks,

@mommabeeks12, I’m sorry to hear that. Let’s check this out — could you fill out this form and let me know once you’re done?

Regards,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Wed, 28 Feb 2024 23:00:37 GMT

Hi…thanks again for following this. I did not receive any emails, but I did receive a refund….but for more than the 80 I was charged so sort of confused. Concerned some was prorated for the new account charges also. Hoping my Nest Aware doesn’t get completely cancelled. Guess I will continue to wait for an email/explanation of what was done. Thanks.

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Thu, 29 Feb 2024 16:54:39 GMT

Hey everyone,

@BDeb, I’m glad to hear that you already received a refund. Our support team has reached out to you via email with more details. If you have any questions, you may continue the conversation on that channel.

@mommabeeks12, we haven’t seen your form submission come through — were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Best,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Thu, 29 Feb 2024 18:53:44 GMT

I appreciate your help SO MUCH! I did get the email. Thanks again!!!!!

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Thu, 29 Feb 2024 19:32:50 GMT

Hi BDeb,

My pleasure; I’m happy to help! If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Cheers,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Tue, 05 Mar 2024 20:53:06 GMT

OMG…..I got charged the $80 again today on my card after getting a refund of $91.11 with an email explaining my refund and telling me the old account was finally closed. This charge says “adjustment”. I never received any credit from my bank as the dispute was cancelled. Why is this happening again?! I am beyond aggravated at this point.

Re: I also have the double billing for NEST Aware issue…sigh

ayaherna3 — Tue, 05 Mar 2024 21:18:31 GMT

I sent my form to you over a week ago and have not received any response. Can you tell me if any progress has been made ? Thank you

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Wed, 06 Mar 2024 13:09:56 GMT

Hello all,

@BDeb, I’m sorry to hear that this still isn’t resolved. I’d recommend replying to the last email from the support team so they can investigate why this is still happening.

@ayaherna3, apologies for the delayed response. I have notified the support team regarding your case. They’ll reach out to you via email as soon as they have more information to share. Thanks for your patience.

Best,

Lance

Re: I also have the double billing for NEST Aware issue…sigh

BDeb — Wed, 06 Mar 2024 16:32:26 GMT

Lance…..it was my bank doing this and I am working with them to resolve it. Thanks!

Re: I also have the double billing for NEST Aware issue…sigh

Lance_L — Thu, 07 Mar 2024 13:16:25 GMT

Hi everyone,

@BDeb, no worries! Thanks for circling back with your update. Feel free to reach out if you have other questions in the future.

Regards,

Lance