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I have not been able to cancel my 1st gen nest aware account. Moved and no longer needed

jennjwan
Community Member

‎01-12-2022 02:29 PM

It has been an infuriating and frustrating week. Moved homes and because of the inability to just "transfer" nest aware accounts I need to cancel my original homes account and set up my new home. There is literally no option to "CANCEL" my 1st gen nest aware account when I go to manage subscriptions. I can only move forward by choosing to UPGRADE my service. I have chatted with google support both by phone and chat - NO ONE has been able to help me and I keep being told it is being "escalated" and I will hear back in 24 hours. The first time this was said to me was a week ago with no response. I spoke on the phone with support twice - both times PROMISING that I'd get a update from the original person within 24 hours. Tried again today. Spent 1.5 hrs on chat going through various things - changed browsers, changed computers/phones, cleared cache, tried incognito mode, even gave access to my account with no success.  One of the prior support staff even somehow had the audacity to say it must have been my fault.. like I went into the website and managed to change the code so I couldn't cancel my subscription? 

 

has ANYONE had this happen to them? I asked for a refund dating back to when I originally attempted to cancel my subscription. I am 2 days away from it undergoing its annual renewal. I am livid. At this point Google is stealing my money by preventing me from canceling this service. I am just fed up and wanted to see if anyone had this experience.  This is harder than canceling cable service. 

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7 REPLIES 7

Lar
Community Member

‎02-03-2022 01:33 PM

YES! I am currently going through the EXACT SAME issue. Trying to cancel auto renewal on gen 1 nest aware as the doorbell constantly fails after 2 years. Now every time the button gets pressed the doorbell and camera go offline. So no video or intercom or bell ring notification until AFTER the person leaves about 5 minutes of nothing in nest aware while offline. No one at Google or NEST can fix the problem. So I want to cancel the automatic renewal. I tried through the Home app, Google Pay site, NEST app, and Google Account Subscriptions, ALL online avenues dump into the same portal to upgrade service. There is NO cancel option. I spent 3 hours trying to cancel. I followed Googles help FAQs. Spoke to a rep by phone and then transferred to an escalated rep that has emailed me twice to say they have escalated it somewhere else. I even had to remove the doorbell from the front door and send the escalation rep a photo of the serial number and QR code on the backside of the device. I have NEVER EVER had such a frustrating encounter with customer service in my life. It’s been nearly a week and still not resolved. My account is set to auto renew end of the month. If it does I will be contesting the charge with my credit card company. How hard is it to cancel an auto renewal?  Also tried many online posted help suggestions on various sites. Still the same outcome. End up on a page that shows my subscription with option to upgrade. No where to cancel. 

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Tmfpratt
Community Member
In response to Lar

‎02-23-2022 01:25 PM

Same issue called got no help. Mine renews in a few days and I have no options for canceling..

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NSull90
Community Member

‎03-07-2022 08:20 AM

I also can not cancel my 1st gen subscription. Its only $5 per month but I don't even use the camera anymore. Did you "migrate" with your google account? 

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CEllWein
Community Member

‎03-07-2022 10:30 AM

Experiencing same issue. Anyone know how to cancel without just disputing the charge on the cc? 

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jennjwan
Community Member

‎03-07-2022 03:18 PM - edited ‎03-07-2022 03:19 PM

Hi, I did eventually get my subscription cancelled but it was an extremely painful process ( also very emotional since I was 38 weeks pregnant just trying to cancel the darned thing). I called everyday even when I was told I'd get a customer service response back. I hate to say it but it ultimately was resolved when I posted in a local online mom group where I live in the bay area - begging if anyone had connections to Google nest. It became escalated when it caught the attention of someone who works for them. They did end up refunding me because by the time this happened I was already charged for a annual subscription and there was documentation of me calling before the renewed date.

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Brad
Community Specialist
Community Specialist
In response to jennjwan

‎06-08-2022 10:21 AM

Hey folks,

 

Thanks for visiting the Community. Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

 

We hope you were able to get the help you need, but if you're still having trouble, please feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!

 

Best regards,

Brad

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GiggleNESTSux
Community Member

‎05-21-2022 04:49 AM - edited ‎05-21-2022 04:56 AM

My problem is that I want to cancel my subscription and monthly "reports" for my Nest Thermostats because I have moved and no longer own the house.  Maybe the next step is to start a class action lawsuit against Google?  That seems like to be the only way for these woke Corporations will get "IT" and put a means to easily cancel their BS subscriptions

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