Nest Aware overcharged me Oct 2024 and I am still trying to resolve April 2025

[NESTexperienced]

I have three case numbers hours of phone help calls and over 50 emails back and forth and no one at Google Nest Senior Technical Support has fixed my account.  I was charged twice the agreed rate because I did not migrate to the new GEN 2 price plan, but not for lack of trying!!!   The web page crashed during the process and seems to loop no matter what I did back to my camera page.  Even after cancelling my account (as suggested by Senior Tech Support) I could not migrate to Google NEST and I could not buy a new Aware plan.   All my configuration settings (zones etc) for all cameras was lost, although Tech Support said they would not be affected.  How hard is it to save a config file for me? Never got an answer.   I will not give up on this Google Nest Tech Support as I was foolish enough to fully invest in your hardware I am stuck.  

[gmelanymelissa · Accepted solution]

Hi @NESTexperienced,

Thanks for posting here in the community. I'm sorry to hear you experienced a double charge in October 2024, the issues migrating your Nest account to a Google Account, and were unable to purchase a new Nest Aware subscription (2nd gen). I understand how frustrating it can be to lose all the configuration settings for your Nest cameras. I appreciate all the efforts you've made to resolve this inconvenience. I'm happy to help!

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Keep me posted.

Regards,

Melany

[NESTexperienced]

Hi Melany  I am still trying to work with a Google Nest Senior Tech but its slow and awkward.  Each email is responded 48 hours or more later never seems to go anywhere.  Support is in Philippines! We finally set up a call appointment but she didn't call and there is no number to call other than the first level support who have already failed to resolve this and escalated it.   It has been 50 emails of runaround, sorry.  The issue is documented in several hours of chat text.  no one in Google has taken responsibility.    I am simply trying to start a new nest Aware plan (I  gave up waiting for help after 5 months and canceled the old plan) but it will not migrate or set up a new plan, the page just refreshes back to the beginning.  I am very frustrated and this is my security system!  Is Google trying to decommission Nest?

[gmelanymelissa]

Hi there!

Thanks for the follow-up information. I understand how frustrating it can be, especially with your home security system.
To investigate further, could you provide the case number assigned to this issue?
Additionally, please ensure you have completed the previous form with all the needed information. This form is necessary to move forward in the case and provide you with more details.
Keep me posted.

Regards,
Melany

[NESTexperienced]

Hi Melany, there is no point in completing a form drcribing the issue described above and in three other case numbers.  The Googlenest tech is asking for serial numbers on the back of cameras and doorbells which is a mystery given I can see them in the "About" section of the settings pages for each cam.  Also not sure why we need serial numbers to fiz a subscription problem. 

My confidence level in Google support is pretty low - I have requested escalation  hopefully someone can take responsibility instead of firing off a canned reply to clear the case off their daily log

[NESTexperienced]

Hi Melany, after six months, 50 to 60 emails and 10 + hours on chat and phone with level 1 support the Senior Tech support has suggested I go to the FAQ page.  I have to laugh at this comedy otherwise I'd  have a heart attack dealing with these guys.  Every response just pushes the problem away not resolves it.  I wrote them that the store webpage won't let me buy a new plan and they sent me a link to the FAQ page.   If you know who I can write a complaint letter in Senior Management I would appreciate it.  Thanks!

[amck41n]

Google Nest Aware Plus 

I am exhausted trying to resolve this issue with you, I have been charged twice for my Nest Aware service from you for both 2024 and 2025, I have proof of all payments.

I paid via my AMEX card £120 for the 2024 period on the 6th January 2024

I paid via my AMEX card £120 for the 2025 period on the 6th January 2025

Although you should be able to confirm this from your records, I am more than happy to supply screenshots if required.

I have know noticed that Google have taken these payments for the same period from my Nat West account on the following dates for the account 

13th March 2024 £120 Nat West

12th March 2025 £120 Nat West

Therefore Google have charged me twice for the same service, I would like an immediate response to this please before I take matters further. I have been overcharged £240 and would like to know how to get compensated please.

It looks like Google changed my Nest account over to Google but you have not stopped charging from both accounts, hence double charged for the same service, 

I await a reply by return.

[NESTexperienced]

HI amck41n,  I am in the same boat - I was overcharged because the web page crashed during my move to the new Aware plan and my account is frozen.  Google Tech support has not been able to fix it and keeps making silly suggestions.   
My advice is a a LAST RESORT  if you cant get anywhere, dispute the charge with your credit card company.  If you can show you have tried to resolve with Google, they will  refund it and ask the vendor to support the charge. 
Check right away with your Ccard company how long after the charge you can dispute it - often only within 3 months. 
Hope this helps, wish me luck too. 

[gmelanymelissa]

Hi there!
 
Thank you for the detailed information.
To help us effectively address your situation, please complete the form provided. This will help us find the best solution for you.
Let me know if you have any questions.
 
Regards,
Melany

[amck41n]

Hi Melany,

I cannot see a form attached to your message?

[gmelanymelissa]

Hi there!

Thank you for letting me know. You can find the form in the attached recommended answer in the thread.

Regards,
Melany