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NEST Double Charge after Goggle Subscription Migration

samgentlemen
Community Member

Sunday

Like others, Google migrated my NEST AWARE subscription to be managed by Google some 2-3 years ago. At the time, my yearly subscription price went down so that was nice.

However, literally every year I have to go through the same rodeo with my bank because my real migrated subscription shows it is from "GOOGLE *Google Nest" but NEST is STILL charging me the old subscription under the name "NEST LABS PALO ALTO".

When I contact Google, they say they can't see the "old" charge, which is true, I cannot see the charge on my Google profile, I can only see it on my credit card statement.

Every year I have to go through the same rodeo with my bank. How is a "defunct" business in Palo Alto is still able to charge my credit card is beyond me.

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1 REPLY 1

MplsCustomer
Bronze
Bronze

Monday

@samgentlemen 

I don't know why Google Nest won't fix this.

When a customer who has a 1st gen Nest Aware subscription migrates their Nest Account to a Google Account, they lose online access to that 1st gen Nest Aware subscription. If they also switch from that 1st gen Nest Aware subscription to a 2nd gen Nest Aware subscription (as you did), the 1st gen Nest Aware subscription needs to be cancelled (since Google Nest does not automatically cancel it); however, the customer cannot cancel their 1st gen Nest Aware subscription because they have lost access to it. For a migrated customer (this is true of us), when they go to the 1st gen Subscription Management page (store.nest.com/accounts/subscriptions), it automatically redirects the migrated customer to the 2nd gen Subscription Management page (https://store.google.com/subscriptions), which shows only 2nd gen Nest Aware subscriptions.

What makes no sense at all is for Google Nest Support to claim that THEY ALSO do NOT have access to the 1st gen Nest Aware subscription even though Google Nest is collecting money from the customer on that 1st gen Nest Aware subscription ("Nest Labs Palo Alto"), so obviously that 1st gen Nest Aware subscription is in Google Nest's system somewhere.

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