I pay $20/month for Google Home Premium (Nest cams), but was just charged $160. Why?

[TWBuddha]

I had an old Nest cam from years ago and was on that Nest Aware thing. Then I bought 5 additional Google Nest cams and signed up for the new Google Home Premium subscription $20 a month. I was checking out my credit card statements and just saw a charge for $160 (Nest Labs) on 12/31. Why am I being charged what looks like an annual fee when I pay a MONTHLY fee? Is there some recurring charge that never got canceled?

[MplsCustomer · Accepted solution]

@TWBuddha 

If your charge says "Nest Labs", then that's probably a charge for your old, 1st gen Nest Aware subscription.  (The 2nd gen subscriptions say "Google Nest" on the charge.)  These subscriptions don't get canceled automatically (even when it means you have duplicate subscriptions); you have to cancel them.

I'm just another Google Nest customer, but you'll have to contact Support for that:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country

[TWBuddha]

Note: When I call the # on the credit card charge, it says that # has been discontinued and tells me to go here. I go here and I see you've been replying to most posts, but it just ends in a circle. I click the link you posted and it just takes me down a rabbit hole. Why is there no contact #, live chat or email for Google?

[TWBuddha]

By the way... sorry if I seemed to take it out on you. I know you're just trying to help.

[TWBuddha]

I'll try (been down that path a few times). This just seems really complicated. I'm clearly being charged twice and I see that a lot of people have had similar issues with old Nest subscriptions. As big as Google is, you'd think it would be easy enough to chat with someone vs. being bounced around via multiple links.

[MplsCustomer]

@TWBuddha 

The number on the Nest Labs credit card charge has been out of service for years.  I don't know why they don't change it.

When you use the contact option, follow the instructions I posted.  On the "Resources" page, do NOT click on ANY of the listed links; they take you down a rabbit hole of more Help topics; just click on Next Step.  I just tried it to make sure it still works, and I got contact options.

I don't know why, when you purchase a 2nd gen Nest Aware (now Home Premium) subscription--which covers all of your cameras--they don't automatically cancel any 1st gen Nest Aware subscriptions.  And once you've purchased a 2nd gen subscription, you can no longer access your 1st gen subscriptions and have to go through Support to get those subscriptions canceled.

Good luck.