Duplicate charge for Nest Aware

[janessamarie]

I recently discovered that I have been getting double charged for my Nest subscription since November of 2020 when Google took over Nest and changed plans (being charged for my old plan that does not exist anymore and the new one). I've contacted Google multiple times without a solution. I have no way of canceling my old subscription since it's not active under my account. Does any one have any advice for how to get this resolved? When I call Google they assure me they are working on the issue and will get back to me in 1-2 business day, only to tell me they need more time and get back to me in 1-2 more business days. This has been going on for a week where I just keep getting pushed around. I have had Nest for 3 years and enjoy the service, but am ready to cancel and ask the credit card company to block the charges. The lack of resolution is frustrating and disappointing. 

[Bachi]

I have exactly the same problem. Hope somebody gives yoy a solution that works for me as well 

[janessamarie]

It took over a week, multiple emails and multiples hours over multiple calls on hold but the issue was finally resolved with the duplicate subscription. I have not received a refund for the duplicate charges.

[Brad]

@Bachi

I am sorry to hear you had a poor experience, and I wish I could help you further with this issue. I am afraid that these Nest Forums are not a place for these matters to be corrected. This is a Community Forums, so if you need further/direct assistance you will want to contact Support. I cannot assist you with any refunds or anything like that as I am just a Community Specialist/Moderator. 

*As a side note, I had to edit your response to remove your financial information. Please do not add anything like that to these forums as it goes against our Community Guidelines which can be found at the bottom of this thread.

Best regards,

Brad.

[Bachi]

@Brad 

Sorry Brad, I thought you were a Google employee dealing with this sort of claims. I wish Google (Nest in particular) has anything close to a support group. The best I could mangae, after several days of fruitless internet navigation, is to chat to a member of the support group in Australia. Obviously she could not help me. The FAQ's and NEST support are not the way, believe me, it is more of a Google Store/Google Pay problem.

If you could provide me with any means to contact google pay support, or even better Nest.com support, i would really appreciate it.

all the best, Bachi

[Brad]

@Bachi

You are totally fine! In fact, what I can do is suggest you fill out this form, and then Support will reach out to you. I think that may work a bit better for you, I believe. Nest Support is the same as Google Support, but they should be able to look into this further for you. 

Best regards,

Brad,

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[Bachi]

I made some progress.....  I had a profile for my subscription with Nest.com (which was merged and taken over by Google Store/Google Pay) and my subscription, under such profile, was automatically renewed. But at the same time, since I coud not access my Nest.com subscription, I had to pay for a new subscription under a different profile. The situation is that I do have a current subscription which I can access (and could eventually cancel) and i have a "Twilight Zone" subscription, charged but not accessible, which I cannot cancel.
Manage to chat to google but in Australia, they could not help me resolving this issue
Chat link here
https://support.google.com/store/gethelp?p=contactflow&rd=2&visit_id=############7531557############...

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[janessamarie]

The duplicate subscription was removed. I’m still waiting on a refund for the duplicate charges. That issue has not been resolved. I receive an email every 3 days saying it is still being worked on and I will receive another update soon. This has been going on for 3 weeks.

[Bachi]

I started a claim with my bank so I can get refunded, I doubt it will affect Google because of the Bank's policy (61 usd refunded no questions asked), obvioulsy an insurance company loss.....

At the same time, the fact that each charge is link to a particular profile, should make it extremelly easy for Google to fix it. Just to be clear, I have only one google account, with a single user and password. But in such account I have differtent profiles created by Google Store/Google Pay. It is as simple as deleting the profile link to my Nest Aware (nest.com) original subscription.

The annoyance of cancelling all subscriptions is that you lose all about the face recognition. It is not the end of the world (and not worth the extra 60 bucks) but since it should be easy for Google to fix it.....
Hope Google sorts this matter out quicky (or at least before my next renewal)

[Brad]

Hi there,

I am relieved to hear that some of you are just waiting on a refund and got the rest resolved! I am sorry that you were charged more than planned. Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

Best Regards,

Brad.

[Bachi]

Hi Brad,

My problem was not solved at all. The fact that my Bank may reimburse me, at their own cost, one of the charges is far from stating that the problem is solved.  1) Google still collected twice on the same subscription (one camera at home, Nest Hello) 2) It will certainly happen again next year, unless the problem is actually solved. I do not know if I can upload images into this thread, would love you to see how simple the problem is. Back in the day, when I subscribed to Nest Aware (nest.com) Google Pay had nothing to do with it. I had a Profile ID: ****-****-3478 under which I contracted the service on January 9th 2020 and also renewed it on January 9th 2021. Comes January 2022 and I receive a message from Nest Aware stating that my subscription was about to expire and that so all the faces recognized and videos stored in my account would lose forever. Furthermore, the card I used to subscribe at the beginning also expired and was replaced by my Bank with a new one. So I tried to renew my current subscription but could not update the card data (or access the subscription) because under that profile it appeared as "NOT ACTIVE" Only way around was to create a new profile under Google Store/Google Pay and start a new subscription. The unsolved problem is that my old profile (nest.com) mentioned above still exist and charged me anyway (will do so next year) So please, cancel my nest.com subscription and the profile linked to it (so it will not happen again) and please reimburse the inappropriate charges.

[Bachi]

Hi Brad, just checked with my Bank. They have not reimbursed me yet. They have my complaint filed but still waiting on Google