topic Re: Double billed again, 12 months later in Subscriptions and Services

Double billed again, 12 months later

kdk — Tue, 14 Oct 2025 17:45:39 GMT

A year ago I discovered that I had been paying for both a Nest Aware subscription and a Google Nest subscription for the same cameras (apparently because one of the cameras was a Gen 1 camera and others were Gen 2 or something and the migration from Nest to Google screwed everything up...). Actually it had been happening for two or three years. I went through the elaborate process to try to get refunded, and ultimately succeeded in getting only the most recent year double payment refunded.

Here we are, 12 months later, and it is happening again. I was charged $240 by Nest Labs in early October, and also received a notice from Google that I would be charged $200 on November 1 for my new, involuntary migration of the same cameras to Google Home Premium. I sent a complaint to Google as soon as I received the Nest Lab charge on my card, explained the problem, and was told "there is no fraud." There is no way to cancel the Nest Labs auto bill -- they have my card and there is no website where i can remove the card. So to avoid being charged again for the same service on Nov 1, I've now cancelled my Google Home subscription. I will wait and see whether I have any service at all after Nov 1 (since i have paid $240 for another year of Nest Aware....) How is it possible that Google STILL has not fixed the double billing problems created by the migration???? Can I PLEASE get off the Nest Lab billing merry-go-round???

Re: Double billed again, 12 months later

ByronP — Fri, 17 Oct 2025 17:21:05 GMT

Hi kdk,

Thank you for reaching out to the community.I see you're facing a challenging double-billing situation with your Nest Aware 1st Gen and the new Google Home Premium Subscription. It is completely understandable that this is frustrating, especially since you previously received a refund for the $240 charge last year, only to have the same charge reappear. I’m here to help get this sorted out for good.

The team would like to learn more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,

Byron

Re: Double billed again, 12 months later

kdk — Sat, 18 Oct 2025 12:29:34 GMT

I have completed and submitted the form, and now received a second email asking me to start the process all over again -- describe my issue, identify the problem device by serial number (not applicable here!), etc. This seems to be an automated do-loop with no exit. How can I actually get help???