Was Double Billed for Nest Aware Plus - Now No Service

[PatA]

Have been a Nest Aware Plus subscriber since December 2019.

Have two accounts: One in New York (Doorbell Camera & One Nest Hub Max, Two Nest Hubs) & One in Florida (Two Nest Hub Max, Two Nest Hubs, Doorbell Camera, Two Nest Outdoor IQ Cameras) Both Billed to the Same Credit Card.

Was Double Billed for Florida Nest Aware Plus Account $163.15 (July & November). On the same day I was billed for the Annual Subscription for New York Account in November $87.10. Didn't realize and paid both. When I was renewing the Subscription for the Florida Account at $163.15 I Opted for the cheaper Nest Aware instead of the Nest Aware Plus Subscription (which only shows Movement not 24/7 History) reimbursed $100.28 on my Credit Card and billed $53.46. However; for Security, I truly prefer the 24/7 History.

I Contacted Support and spoke to a Representative (With whom I rate as a ten for helpfulness). Sent her the Subscription Confirmations and stated that since I have already paid for the Nest Aware Plus Subscription in July can I get refunded for the November payment of $53.46 for the Nest Aware Subscription and have my Nest Aware Plus subscription restored for my Florida Account since I have already paid up to July 2025.

I went in this Morning and now all of my cameras and doorbells on both accounts have a subscription box at the bottom of the screen and I cannot see the History on either account.

I have an additional 5 Nest IQ Cameras that were purchased and still in the boxes & an Additional 2nd Generation Wired Doorbell Camera and am afraid of Installing them at other Properties for fear I may be double billed three more times after installing this equipment at different properties.

Has anyone else experienced this?

[PatA]

Contacted Google support about the double-billing as per my post above. Rather than fix the issue, Google cancelled both subscriptions. God, the incompetence is staggering. Now I have to resubscribe and the rep I just chatted with couldn't even tell me if or the amount of any refund issued. I should have stuck with Reolink Cameras.

[SadPanda3]

This has happened to me each year for the last three years.

I noticed it last year, and was told I would get a refund. I didn't pay enough attention, I didn't get the refund.

Today, I was told I'd get a "Pro Rated" refund because the second subscription already started. These additional subscriptions don't show up on my account. I do see "Migration" related error messages.

This is absurd.

[gmelanymelissa]

Hi there!

Thanks for posting here in the community. I apologize for the inconvenience caused by the double billing for your Nest Aware Plus subscription and the inability to view the history on either account. I appreciate all the information provided. 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.

Reach out if you have any questions in the future.

Regards,

Melany

[PatA]

Sorry, I don't know who you are and will not provide my Phone or personal Information. Google Cancelled both accounts per a Chat person yesterday even though I never asked to cancel either subscriptions, and he couldn't tell me if or an amount of the refund.

Since I need to access me cameras for security reasons I resubscribed but it went to onto the NY account even though I was logged into the Florida account. Logged into the Florida Account again, resubscribed then went back and cancelled the New York Account.

Google has made it clear they have No Clue what they are doing and it gets even more complicated every day. 

[gmelanymelissa]

Hi @PatA,

Thanks for the follow-up information. I understand the importance of keeping your personal information private.
In order to help you further with your situation, we require that you fill out the form provided previously. Once we receive your completed form, the team will be in touch via email to discuss the next steps.
Please don't hesitate to reach out if you have any questions.

Regards,
Melany

[PatA]

I was told by a Google Representative after not having access to either account History & a subscription bar on all cameras that both Accounts were Cancelled (Which I Never Requested). Asked for the Amounts Refunded and had no information.

I went on to the Florida account to renew for $163.15 but it activated my NY Account that was only supposed to be $87.10 for the Nest Aware Subscription. Cancelled it and tried a second time to reactivate my Nest Aware Plus Subscription for Florida at $163.15. Both charges still showing on my Credit Card. Google then reactivated both accounts.

At this point I have NO IDEA if it is because Google caught their error and restored my accounts to Florida Nest Aware Plus and will issue the now two credits and my New York account for the $87.10 and reimburse me for the $163.15 billed to my credit card when they erroneously billed me for that account when trying to reactivate that account when Google erroneously cancelled it.

[PatA]

There is something definitely wrong with the Google representatives that seem to not understand simple English. Even after several emails, screen shots and repeated explanations after being double-billed they continue to ignore that and cancel my subscriptions after reimbursing me for the double billing, then force me to resubscribe.

No one seems to speak to the Chat reps and all they can say is your subscriptions have been cancelled and you have been issued a credit. They don't know the amount of the credit (which is less than the billed amounts) but common sense takes a back seat and if you want to be able to view your security cameras you will have to resubscribe.

I have charges of more than $444.00 on my credit card for a $150 subscription Nest Aware Plus Subscription that was Not supposed to be billed until July 2025 and a $80 Nest Aware renewal subscription that was billed November 2024. Then refunded because the barely English speaking rep didn't understand I was double-billed and asking for a refund of the $163.31 I was double-billed for on the other account.

If Google cannot fix this issue with the representatives (and after reading a myriad of posts about the same double-billing issue) I think a class action suit may be necessary to wake them up.