topic Nest Labs still billing $5.33/month even though we cancelled our account months ago in Subscriptions and Services

Nest Labs still billing $5.33/month even though we cancelled our account months ago

VectorVictor99 — Wed, 01 Feb 2023 20:56:45 GMT

Hi--been trying to find someone that can assist with this billing issue, but we cancelled our Nest Aware service (the old $5/mo. plan) for our old house in late July 2022. We found out that our old checking account has been billed for this service still ever since then.

Who can I work with to get this billing resolved and get a refund for the charges? I cancelled the old Nest Aware account when I removed the Nest devices at our old house when it sold. Please note I have a current Nest Aware account that IS being billed correctly to our current bank--I do not want that touched.

Thanks in advance for your help.

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

MplsCustomer — Thu, 02 Feb 2023 02:13:33 GMT

@VectorVictor99

You could try the "Contact us" option under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

aatienza — Thu, 02 Feb 2023 04:49:54 GMT

Hey folks,

VectorVictor99, checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind.

I appreciate the help, MplsCustomer.

Thanks,

Archie

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

VectorVictor99 — Thu, 02 Feb 2023 15:48:59 GMT

Unfortunately Customer Service is unable to assist. I've called them on this already, and they were unable to provide help on getting a refund for what was billed by Nest/Google in error. They had to escalate to actually cancel the old account, but I still can't get a refund for what was billed in error.

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

VectorVictor99 — Thu, 02 Feb 2023 15:53:04 GMT

Actually I'm still needing assistance. Customer service has not been very helpful in getting the funds refunded--the account that was billed has since been closed as we've moved multiple states away. Also I was told it's going to take up to 48 hours to cancel the old account, and the customer service agent seemed confused when I explained I wanted to keep my current $12 Nest Aware account active...so I'm not very confident that this will be resolved in a correct manner .

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

Brad — Fri, 10 Feb 2023 17:11:20 GMT

@VectorVictor99

I can definitely understand your frustration with this, but we are unable to assist with billing-related inquiries here in the forum. Support can assist you, or you can self-manage your subscription here.

Best regards,

Brad

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

Brad — Mon, 13 Feb 2023 17:55:53 GMT

Hi there,

Just checking in to see if you have reached out to support yet. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

VectorVictor99 — Mon, 13 Feb 2023 22:00:54 GMT

Brad, I‘ve already reached out to support *multiple times* but they haven’t been very helpful at all. Issue is still outstanding.

Additionally, reviewing current subscription information doesn’t help because this subscription is for a device I no longer have access to and the subscription does not show up with my current subscriptions…

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

Brad — Tue, 14 Feb 2023 16:24:43 GMT

@VectorVictor99

I am afraid we cannot assist you with this in the forum, so if you want to try and resolve it, it would need to be with support. In the case of this thread, we'll be checking in once more to see if there has been any changes in a few more days.

Best regards,

Brad

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

Brad — Fri, 17 Feb 2023 16:41:17 GMT

Hi there,

Just checking in to see if you have been able to contact support yet in regard to this thread/inquiry. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Nest Labs still billing $5.33/month even though we cancelled our account months ago

EmersonB — Sat, 18 Feb 2023 23:21:31 GMT

Hi everyone,

@VectorVictor99 just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

I appreciate the help, Brad, Archie and MplsCustomer.

Thanks,
Emerson