topic Re: Double billed in Subscriptions and Services

Double billed

Doublebilled — Wed, 02 Oct 2024 14:37:54 GMT

I have 2 1st gen cameras. I was billed for $150 and $240. Can someone help me. The $240 charge is from a legacy plan maybe ?

why was I billed so much and twice ?
I need help

Re: Double billed

MplsCustomer — Wed, 02 Oct 2024 15:08:40 GMT

@Doublebilled

Do you by any chance have a 2nd gen Nest Aware Plus subscription ($150/year) and a 1st gen Nest Aware 10-day 24/7 video history for 2 cameras plan ($240/year)?

See this price list:

https://store.google.com/us/product/nest_aware?hl=en-US&modal=upgrade-pricing

I think you can check 1st gen subscriptions here (unless you've migrated your Nest Account to a Google Account, in which case you get redirected to the 2nd gen page):
http://store.nest.com/account/subscriptions

If you cancel 1st gen subscriptions, you're supposed to get a pro-rated refund.

You can check 2nd gen subscriptions here:\https://store.google.com/subscriptions

You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

Re: Double billed

Doublebilled — Wed, 02 Oct 2024 16:37:51 GMT

It doesn’t let me cancel any of them. It says error everytime I try to cancel it.

Re: Double billed

MplsCustomer — Wed, 02 Oct 2024 17:48:23 GMT

@Doublebilled

I'm just another Google Nest customer. All I can suggest is to contact Support.

Sometimes a Google Nest Customer Support Specialist steps in on these posts and asks you to fill out a form to initiate some sort of assistance.

Re: Double billed

kdk — Wed, 02 Oct 2024 18:27:54 GMT

The same thing has happened to me. The issue -- which is outrageous -- is that once you have migrated to the Nest Aware+ subscription, you can no longer access your 1st Gen account. So you cannot cancel the recurring credit card charges for the exact same service you are now receiving from Google. They just charge both. (Putting aside whether they should have made it clear you need to cancel before you migrate, I have no idea how it can be lawful to continually charge a credit card without getting authorization or providing no way to cancel). And then you can spend 40 minutes with two levels of the Google Support team on chat, as I have just done, and at the end of that they will tell you that there is a technical problem with getting you a refund and cancelling the account, so they need to refer to Engineering. Then you are told to await an email. And that's where I set. $270 on my credit card for absolutely nothing, and nothing I can do about it.

Re: Double billed

tajennifer — Thu, 03 Oct 2024 23:34:30 GMT

Hi everyone,

Thanks for posting. I understand the frustration about the double billing for your Legacy Plan. We would like to deeply investigate your concern. Please fill out this form, and our dedicated team will reach out to you via email for further assistance.

Let me know once you're done.

Best regards,

Jenny

Re: Double billed

tajennifer — Thu, 10 Oct 2024 21:52:41 GMT

Hi everyone,

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 regards,

Jenny