cancel
Showing results for 
Search instead for 
Did you mean: 

Billed Twice for Nest Aware

1mm1
Community Member

I had a subscription for the 1st generation of Nest Aware (video recording).  I unfortunately made the migration to the new Google Nest.  Now I am being double charged: for both the old and the new subscriptions.  Since migrating my account, I cannot access the old subscription to cancel it.

Attempted to resolve this with Google phone support.  Was told by "Brian" that he would have to bump this up to a manager, but that they would resolve it and issue me a refund for the double charge.  More than three weeks later, still no response.  Very disappointed in this customer service and with Google's Nest migration process in general (honestly, this has soured me on all Google products--their bungling the takeover of Nest is terrible for the Google brand).

Should I just quit using all the Google Home products, swallow the loss on all these expensive cameras?  Google, please reach out to me to finally resolve this.

6 REPLIES 6

aatienza
Community Specialist
Community Specialist

Hey 1mm1,

 

Oh no! I’m sorry you’re having trouble with this. No worries, we'll check this out. Do you happen to have the case ID from your interaction with our support team so we can take a closer look?

 

Thanks,

Archie

1mm1
Community Member

Thanks for the reply, Archie.  Case ID = 1-8796000033051

aatienza
Community Specialist
Community Specialist

Hey 1mm1,

 

Thanks for the information. I've checked the case ID you've provided and found out that our team sent you an email. Were you able to receive it?

 

Thanks,

Archie

1mm1
Community Member

I was able to reach Google phone help again today, and "Arlene" says that she is cancelling the old subscription and issuing a refund for the extra billing.  (Supposedly, this was already happening last time I spoke on the phone with "Brian").

I will wait to see if it actually gets resolved this time, and I will send an update once my credit card has been credited.  Arlene says this can take up to 14 days.

aatienza
Community Specialist
Community Specialist

Hey 1mm1,

 

Thanks for the update. Let us know how it goes.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey 1mm1,

 

It's us again. Our team sent you an email — have you received it? If so, please reply to the email and continue the conversation there as I'll be locking the thread after 24 hours.

 

Thanks,
Archie