Cant Cancel Nest Aware Under Old Legacy Memberships - The per camera/5 day subscriptions etc -

[USER7270]

Hello,

I have been trying to cancel a "Nest Aware 5-Day Monthly" plan for months.  First time looking for help here.  Have read several articles here and on other message boards with suggestions but none of them end up being helpful.  I discovered that I had been paying $18 per month for three cameras on the "Nest Aware 5-Day Monthly" plan long after signing up for the yearly plan.  I migrated my account to google two years ago.  So, stupid me for not catching this charge much much sooner.   I signed up for the new yearly plan and I thought that was that.  Here is a list of what has not worked when trying to track down anyone/any place to cancel this membership:

1 - logging into my google/nest account and looking for the "Nest Aware 5-Day Monthly" plan to cancel.  That plan does not show up there, only the new annual/yearly plan shows up.  That is the only plan that I am able to see or modify

2 - calling the number on the credit card statement

3 - calling the number on the bill that is attached within the credit card charge (BOA)

4 - trying to file a help ticket online through google.  Yes, someone will call you back just to tell you that they cannot help.  Tried this several times.  I could barely understand the guy but he made it sound like he was going to forward my issue on to someone else.  Of course nothing ever came of that.

5 - changing my credit card number also does not work (rep says Google has agreement with CC companies (BOA) to just keep charging as long as the account is open; credit card company simply provides Google with the new card number).  Insane.  Out of 9 recurring charges every month, every single one failed payment when the card number changed except for Google.  Mentioning this in detail to hopefully save someone else the same trouble, and letting them know that changing the card number will not ultimately help.

6 - Disputing the charge with the credit card company.  They can dispute it but they give you a VERY HARD time about it.  Its almost as if they have a separate script they are supposed to read for google transactions.  You have to convince them that you have called/emailed/faxed/carrier pigeon/etc. to try and cancel.

I see the usual response here is someone will say "Ive never had a problem with my subscription, etc. etc." or simply attach the same link to login to the google/nest (post migration link that only shows the new annual plans) and simply say to go there to cancel the membership, when that obviously does not work.  Telling us that you've never had a problem is not helpful whatsoever, and I do not know why people do that.

Ive seen this issue raised in several boards but I have never seen anyone say they found the actual solution to this.

To Google: if you are reading this, please don't respond with the link that takes you to the post migration google/nest account page; again, this only is helpful modifying the yearly/annual plans, it does not take you ANYwhere to see the legacy 5 day/per camera plans.

I did not purchase any subscriptions through any 3rd parties, etc.  Everything through nest/google etc.   My fatal mistake was not cancelling my plan prior to migration (I understood that cancelling anything would delete recordings at the time).

The credit card company states that they only way I may ultimately be able to stop this is by closing my credit card account completely (Ive had this card for 26 years).   Thank you in advance and I would love to hear any suggestions that have WORKED for them!!

[MplsCustomer]

@USER7270 

I don't know why Google Nest makes managing and canceling Nest Aware subscriptions so hard. This forum regularly has posts from customers having extreme difficulty. And once you've migrated your Nest Account to a Google Account, you can no longer access the Nest link for 1st gen subscriptions.

Have you tried the "Contact us" link under "Nest Aware Premier Care" on the page below? They say you "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159

When you get to the "Resources" page, be sure to just click "Next step". Clicking any of the suggested links will just bring you to another Help page or a post in this forum.

Or maybe a Google Nest Community Specialist will intervene here and provide some assistance.

[USER7270]

Hi there, this is where I got after 2 hours and 5 agents.  I'll skip ahead: I got nowhere with them.  After providing all of them with a copy of the PDF invoice, my name, granting access several times, my phone number, my old nest screen name, etc. etc.  On the fifth transfer it was with someone from "Google Nest Senior support team".  They finally said they will have to email me in 24- 48 hrs.  

How can no one find my subscription  that I am being billed for but somehow they have no trouble finding my credit card number to charge me for it?  As suspected, each one of them tried looking at my yearly subscription, and said there are no other subscriptions on file.  Even after sending them the invoice that said "5 day plan" over and over and over again.

Why is this such a mystery?  WHO can help me? MplsCustomer, I really appreciate you trying to point me in the right direction.  If google ever reads this, my case ID is 3-4821000035969

Pankaj, Divyansh, Andrea, Stephen, and Gabriel all told me to "be rest assured". LOL

It is still looking like cancelling my credit card is going to be my only relief from this.

[MplsCustomer]

@USER7270 

This is probably a long shot, but can you access your 1st gen subscription using the link below?  We've had a 2nd gen subscription since 2020 and no longer have a 1st gen subscription, so when I click on the link (using "Sign in with Google"), it briefly flashes what seems to be the old 1st gen Nest subscription screen, and then goes to the 2nd gen subscription screen.  Maybe in your case, since you have an active 1st gen subscription, it will display for you (even though Google Nest Support staff somehow can't access it).

Good luck. Getting customer support for a basic request shouldn't be this hard.

https://store.nest.com/account/subscriptions

[USER7270]

Hi, yes, unfortunately it does exactly what you described and flashes the old nest page before landing on the post migration google page.   I also have yet to hear from anyone at Google since my issue was “escalated“. I’m not holding my breath on hearing from them though.  

I did speak to my credit card company again, though, and they stated that they could put stop payments on the “Google*nest“ charge when it comes through.  She did mention that this always doesn’t work either, as companies will simply bill it as something else and make a simple modification like move the * over in the billing name.  When they modify the billing name, it’s a whole new process to try and block payment  or stop payment to that bill.   This is incredibly slimy of Google to do in my opinion.  I can’t believe it is legal for them to do this, but not surprising that Google has an agreement with credit companies to get the new card number so they can indefinitely charge people .

Regardless, I don’t see how or why this seems to be so hard to accomplish with Google and simply cancel.  I see this mentioned regularly in this community, but no one has ever made it sound like they were successful and just have succumbed to being billed every month for the rest of their lives LOL.  How can they possibly not find my account when I have sent them a copy of the bill, Yet, they can seem to find my credit card number every time

[USER7270]

So, Google responded to me and said that everything was taken care of and that the account was canceled or should I say the subscription was canceled. very hesitant to believe that this was fixed, so I went and logged into my Google account just to find out that they closed the one that was the post Google migration subscription. So, they canceled that and I lost all footage except for two days ago.  Trying to get this fixed actually made it 1000% worse. Now I don’t have Nest aware at all, no footage, and will still probably pay $18 a month for the rest of my life.  I have no idea what to do at this point.

[MplsCustomer]

Google Nest Community Specialists:

Please intervene and fix what Google Nest is doing to this customer!

[AxelD]

Hi USER7270,

Thanks for posting and sorry to hear about this situation with your Nest Aware subscription. No worries, help is here! Please fill out this form and an agent will contact you as soon as possible. 

Thanks @MplsCustomer for all your help. 

Regards,

Axel.

[USER7270]

This is also proving to be a dead end. I feel like I am communicating with automated responses and bots on the other end of all of these messages.  I have provided them with my email address, full name, Nest username, and I even provided them with the ENTIRE  credit card number that they are charging. I also included a copy of the invoice as it is attached to my credit card statement.

As a result, I get a response stating “we cannot find an account under that email address. What other email addresses do you have?”. The answer is: none. I have had the same email address for over 20 years.

you mean to tell me that they can’t find the person that they are charging even after being given the entire credit card number for reference?  How is this possible?

WTF is going on?????

[MplsCustomer]

@AxelDand Google Nest Community Specialists and @kelanfromgoogle :

It seems that the basic problem here is that when a Google Nest customer migrates from a Nest Account to a Google Account--and perhaps also enrolls in a 2nd gen Nest Aware or Nest Aware Plus subscription (which is accessible on the Subscription Management page: https://store.google.com/subscriptions)--they can no longer access the 1st gen Nest Aware subscription management page: https://store.nest.com/account/subscriptions), and they therefore cannot access or cancel their 1st gen Nest Aware subscription even though if they have replaced it with a 2nd gen Nest Aware subscription.

As if that isn't enough, it seems that Google Nest Support is ALSO unable to access those 1st gen Nest Aware subscriptions, and is therefore unable to cancel a customer's 1st gen Nest Aware subscription, even when a customer provides every possible detail needed to do so.

This is really unconscionable, because it means that Google Nest is continuing to charge these customers for Nest Aware subscriptions that are no longer applicable and can no longer be used.

It needs to be addressed.