Their System Kept Charging Me After I Canceled — They Still Refused to Refund Me
I had a very disappointing experience with Fitly.
I canceled my subscription, and my account showed that it was free/inactive, yet I continued to be charged monthly. When I contacted support, **they actually acknowledged that this was a system/account issue on their end** — they confirmed that an account showing free/inactive while charges continued to process was “not supposed to happen” and told me they had reported the issue to their engineering team to investigate the root cause.
In other words, **they acknowledged that their system continued billing an account that was showing as canceled/inactive.**
Despite admitting there was a system issue, they refused to refund the May, June, and July charges. They refunded only the most recent $15.99 charge, saying their refund policy allows them to refund only the latest charge.
That makes absolutely no sense to me. This was not a case of me forgetting to cancel and then asking for months of legitimate charges back. Their own system showed my subscription as inactive while continuing to bill me, and their support acknowledged that this should not have happened.
I repeatedly asked for the matter to be escalated to a supervisor because I believe a company should correct charges caused by a problem in its own system. Instead, I was simply told that the older charges could not be refunded because of policy.
A refund policy should not be used to make a customer absorb charges caused by a system error after the account was already showing as canceled/inactive.
I would strongly recommend checking your statements carefully if you use this service. I certainly did not expect to have to fight this hard to get charges corrected after canceling.