Complaints

This profile includes complaints for Arlo Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arlo Technologies Inc

  2200 Faraday Ave Ste 150 Carlsbad, CA 92008-7224

  
• 

  Arlo Technologies Inc

  3030 Orchard Pkwy San Jose, CA 95134-2028

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4 years ago I bought the Arlo Pro Camera system (with 6 cameras - so not a small investment). They advertise free 7-day clip storage as a reason to buy their system over others. However, they're terminating this for the Pro model, starting April 1, 2023. Talk about bait and switch. They claim this is due to the cameras age (released in 2016). Get this, though, even though they claim the cameras are "too old to service" and will be entering an "end of life" phase, they are offering a paid subscription to continue online storage. That's telling. They're too old to service how they'd advertised, but young enough to receive a subscription service at an extra monthly cost. This makes me sick, I can't express how disappointed I am in the Arlo company for pulling this sort of thing.

  

  Business Response

  Date: 01/02/2023

  Hi *****,
  

  Good day to you!

  I would like to convey our sincere apologies for the inconvenience you have experienced with the changes of our service plans. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.

  *****, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. I would like to contact you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.

  
  The changes in our service plan is in line with the release of the products which gives our valued customers like you, more service features on top of what was offered preciously. I can assure you that your Cameras will still function as advertised which includes live streaming. The only thing that will change would be the accessibility of your library and it's cloud recordings which was also improve to provide additional services that is included in each plan we made available.

  I would like to discuss further details of these plan if you can give us a chance to get in contact with you by providing your preferred contact information, availability and time zone.

  Thank you and looking forward to hearing from you soon.

  
  Should you have any questions/concerns, please don't hesitate to reply to this email.

  
  Thank you for choosing Arlo.

  
  Best ************************************************************ Advocate
  **********************.
  

  
  

  Customer Answer

  Date: 01/05/2023

  I've replied to an email addressing this matter but wanted to make sure the BBB was aware. In this email, I shared that I'm not satisfied with the response and stand by my complaint, but would feel better if they would compromise by offering 1-day cloud recordings instead of the promised 7. This is still upsetting, but it would help to lessen the blow. I use the online cloud frequently, I can't aford to pay for the subscription, which is why I went with Arlo. 1-day would help because the cameras would still be greatly beneficial to me.  

  

  Business Response

  Date: 01/09/2023

  Hi *****,
  
  Thank you for your email response.
  This is ******** from Arlo Customer Care.
  
  If you would allow, I would like to address this concern with you over the phone.
  I will attempt to contact you via phone tomorrow, 01/10/2023 between 12PM-5PM MST.
  
  Please be advised that the following Arlo Services for the about to be EOL products will be moved to EOL on January 1, 2024: 
  Arlo system notification emails
  E911
  Free 7-day rolling cloud storage 
  
  For more details, please visit the link below:
  *************************************************************************************************
  
  
  Regards,
  
  *****************************
  Customer ************************************ ****

  Customer Answer

  Date: 01/12/2023

  I work 8 am to 4 pm most days and till 7 pm Thursdays. I have more availability over the weekend, but I'm single and trying to make it on my own, so I find that most of my weekends fill up, too. If we can figure out a time to call, then that works for me. I was hoping to keep it online so I could reply whenever I find a moment here or there. 

  Does this extension apply to the Arlo Pro? I appreciate that extension. I would still be impacted by losing cloud service at some point and would ask that Arlo considers offering, at minimum, 1-day cloud storage in place of the advertised 7 days. 

   

  Thanks, 

  *****

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just notified by arlo that effective today my cameras that I bought that was supposed to include 7 days of recording for life will no longer be recording. This is a bait and switch, they promised something and then snuck and changed it after purchase. Very sinister actions of a greedy company and now my cameras will be useless unless I buy new ones for added cost. The whole appeal of arlo was that I didnt need to and got 7 days cloud service and now they eliminated the one thing I bought them for. I have 6 cameras including the pro and I want a refund for all or continue offering the service I originally paid for. Someone should start a lawsuit on this as it is diabolical.

  

  Business Response

  Date: 01/01/2023

  Hi *******,
  
  Good day!
  My name is ********, a Customer Advocate at **********************. I am reaching out to you to address your concern about your Arlo cameras. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on.
  
  I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.
  
  We are unable to locate an Arlo account under the email address, *****************.
  Please be advised that I will be contacting you on January 03, 2023 between the hours for 12PM to 5PM EST. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  I look forward to your response.
  Thank you.
  
  Sincerely,
  
  *****************************
  Customer ************************************ ****

  Customer Answer

  Date: 01/01/2023

  my email for my account I believe is **************

  

  Business Response

  Date: 01/02/2023

  Hi *******,
  
  I appreciate your response.
  I am now able to locate your Arlo account using **************.
  
  As advised that I will be contacting you tomorrow- January 03, 2023, between the hours for 12PM to 5PM EST. If you wish to be contacted on a specific time, let me know and I will be happy to contact you back on your preferred time.
  
  Thank you and Have a ***********************************************************************************************************************

• Initial Complaint

  Date:12/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Arlo cameras' for 6 years. Recently I began receiving a "purple screen" when using or setting up Activity Zones. This blocks my view of what the camera sees and makes ***************** feature unusable. I currently pay **** a month for ***************** future. I contacted Arlo support and was met with rude reception from the employee. After explaining my problem the agent basically told me that the only way to resolve the "purple screen" issue would be to purchase new cameras or upgrade my subscription to a more expensive plan. As this issue had just developed over the past month or so I feel that this was a purposeful software update by Arlo to cause this problem and force me into purchasing new equipment or purchasing a more expensive plan. I was paying monthly, and this incident occurred during the month that had already been paid. I would like Arlo to address the camera issue and provide an explanation as to why this occurred and provide a solution so that the cameras can be used as intended.

  

  Business Response

  Date: 01/02/2023

  Hello *****,
  
  Good day!
  
  This is Mors from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your app.This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc.takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled efficiently.
  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that your issues were not resolved though you have reported them to us since November 8, 2022. Rest assured that we will do our best to assist you.
  
  Please provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  Thank you and have a great day!
  
  Regards,
  
  Mors M.
  Customer ************************************ ****

• Initial Complaint

  Date:12/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has ZERO customer service!! Seems that to get any attention from them you have to file a complaint with the BBB. I subscribed to their service and have bot been able to get cloud recordings, which they say is included in the subscription. If they dont respond Im taking their product back abd getting their competitor's product which is RING as they actually answer their phones!

  

  Business Response

  Date: 12/31/2022

  Hello *****,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device and subscription. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that your issue were not resolved regarding the subscription. Rest assured that we will do our best to assist you. If you will allow, I can check on your account regarding the issue with the subscription. Can you provide the email address that you use in purchasing the Arlo subscription for your cameras?
  
  Please provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  
  Thank you and have a great day!
  
  
  Regards,
  
  Mhikko G.
  Customer ************************************ ****

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to cancel my sisters account as she passed away in September. I do not have her user or account password so I cannot log into Arlo App. There new chat customer support service does not know how to respond to my request for assistance and there is no way to speak to a live person. This is the worst customer service system ever!

  

  Business Response

  Date: 01/04/2023

  Hello *******, 
  
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our condolences as well as our sincere apologies for the inconvenience you have experienced. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  In order for us tp carry out your request, we will need a copy of your sister's death certificate. We also need her email address to locate the account that you wish to close.
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
  
  Thank you and have a great day! 
  
  Regards, 
  *****************
  Customer Care Advocate 
  ******************, Inc. 

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ARLO Go cameras were purchased from US Cellular. 14 days after receipt, the cameras had a automatic firmware update. One camera completed the update, the second camera just kept giving the message a ******** update was available and the camera would not work. US Cellular replaced the camera and sim card with new ones and the next day the same error occured. Since then I have attempted to resolve the issue wiht ARLO customer support. Finally another new camera was shipped to me from ARLO with the understanding they would assure the latest firmware was installed before shipping. The new camera arrived, and within 24 hours stated it needed to do a firmware update, and now just keeps reverted back to "******** update available" during which the camera will not function.

  

  Business Response

  Date: 01/05/2023

  Hello *******,
  
  Good day!
  
  This is ****** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that we will be happy to extend help and honor warranty of your device. **********************. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products &services.
  
  *******,please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. It looks like you are already being assisted by our level 2 technical expert *******. We recently received your confirmation on Case# ******** that you were able to connect to LTE network and the camera functioned as expected.
  
  I would like to know if you are still in need of further assistance on your Arlo Go camera. If you are, I would be happy to call you and help resolve it. Please provide your preferred call back date & time (kindly indicate the time zone as well). Our business hours are from 6 AM to 6 PM (Pacific).
  
  Thank you and have a great day!
  
  Regards,
  
  *******************************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UNTIL RECENTLY I COULD ACCESS MY CAMERAS REMOTELY ON-LINE W/O A ARLO $ SUBSCRIPTION. NOW IT APPEARS THAT I HAVE TO HAVE AN ARLO SUBSCRIPTION TO ACCESS THE CAMERAS. THERE IS NO SUPPORT PHONE # & THE **** SUPPORT ON-LINE IS A ROBOT THAT IS USELESS. I FEEL ARLO CHEATED ME BY BAIT & SWITCH.

  

  Business Response

  Date: 12/30/2022

  **************,
  
  
  Good day!
  
  This is ***** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services.
  
  ****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. Kindly keep your line open as I will attempt calling your number today.
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance.
  
  
  Thank you and have a great day!
  
  
  
  Regards,
  
  ***********************************
  Customer ************************************ ****

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 Arlo essential cameras to add to my current system. I was'nt aware that after the return period the cameras wouldn't work unless I pay a subscription. I have tried contacting the company by phone, email, and chat and have been given the run around.

  

  Business Response

  Date: 12/30/2022

  Hello Camden,
  
  Good day! This is ***** from Arlo ************* Team.

  I would like to convey to you our sincere apologies for the inconvenience you have experienced. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence,and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc.appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products &services.

  After reviewing your account, it appears you have no active subscription. Please note that when the trial plan that was included with your camera purchase ends, you have the option to purchase an Arlo Secure or Arlo Secure Plus plan to continue using features. Without an Arlo Secure plan or trial plan, you will not have access to features such as Activity Zones, Cloud Recording, Smart Notifications, ***************, etc.
  
  You can also choose not to have a service plan. Without a service plan, your Arlo device will continue to have the following features:
        -Live Streaming
        -Push Notifications
        -Two-way Audio
        -Auto Zoom & Tracking*
        -Local Storage Recording*

  *Auto Zoom & Tracking and Local Storage Recording are unavailable for all Arlo devices. You may check the link, *******************************************************************************************************************.

  However, after the Free 3 Months trial plan that was included with your camera purchase ends, you have the option to purchase an Arlo Secure or Arlo Secure Plus plan to continue using features like cloud recording.

  I hope you find it helpful.

  Sincerely,

  ***********************
  ************* Advocate
  **********************.

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bank card was hacked and used fraudulently to attempt to purchase something from Arlo Technologies. Fortunately, my bank declined the transaction and fraud support contacted me about it to confirm the decline, which I did. Then this morning I see an email confirmation of an order placed by someone who was not me or anyone I know. When I attempted to contact the company's customer support about the fraudulent issue, all I got was a recording with no options to speak with a live person, and chat support would not provide a live agent to speak with to make sure that the transaction did not go through, and to make sure that my card and email should not be connected to any transaction on or with this company/company website. I can find no information on the company website that provides an option for speaking with a live person so that I can deal with this today. I find this very suspicious and unprofessional. Please understand that I didn't know where else to turn for a resolution.Thank you,***************************

  

  Business Response

  Date: 12/27/2022

  Hello ******,
  
  Good day!
  
  This is **** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  ******, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I have reviewed your concern and would like to reach out to you regarding this matter. I will contact you by phone so we can settle the issue. 
  
  For your reference, the case number from Arlo is 43285204
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 12/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response indicates that they haven't read my complaint.  We would very much like to speak with them!! Please contact us as soon as possible at ************ to speak with my office manager ***** if I'm not available.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a camera in March after 90 day introductory plan my info coming from the camera stopped & the app said my 90 day introductory plan had expired. July 21 I purchased a single camera plan through the app. & followed all directions. Naturally I went with the best offer & signed up & paid ****** for a 3 year plan. My camera worked till December 17th & stopped again. The app told me my plan canceled due to them not being able to process my payment. My response was that Id purchased a 3 year plan after my introductory plan expired and that was paid & on my account records. They claimed they dont offer a 3 year plan only monthly & requested proof of my claim. Not recalling the date I requested the *********** said Id started my introductory plan in March & purchased the single camera plan on July 21. So I got my bank statement and the ****** charge was there but to some zsecurity. They dont seem to care or want the **** for the time between July and December but want me to pay **** monthly which is plenty cheap but claim my ****** charge is on ******* bank to recover. The only way I can pay them they claim is through their very secure app. at least so they claim. I refuse to pay through the app. due to my experience with it. They asked how they could satisfy ****** told them 1 honor my ****** charge that I was charged & they told me of the date they started my plan on & give me a plan that reflected my ****** charge in **** monthly charges. They refused that & gave me a 3 month free offer. Basically I get 9 months for ******. My bank claims that due to the 6 month time lapse they wont be able to due a claim. I dont understand how they are not willing to accept that being all done through the app & without a payment would provide 6months service From my understanding its far from a small occurrence Id like a refund based on my camera life expectancy- March through Dec along with my ******- the**** x 6 service I received.

  

  Business Response

  Date: 12/26/2022

  Hello *****,

  
  Happy Holidays!

  
  We have received your complaint about your previous experience and I would like to convey our sincere apologies for the inconvenience it has caused you. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.

  
  *****, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. I would like to contact you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  

  Upon checking the details of your previous case, you were given a 3 month free subscription to ensure that we can continue to provide you with services that we can offer as our valued customer. We have gathered the details you have given and it was forwarded to our internal team for immediate action, we do not wish anyone to have experienced the same thing as yours and we will surely prevent any scam related issues moving forward.

  In terms of the refund you have requested, I'd like to be as transparent as I can that we can only process a refund if it is posted to our billing system; hence we have provided a free service for the following months instead. But we do not want to stop from here and I'd like to get in contact with you to discuss other options. I'll reach out to you tomorrow if you are available so we can address your concern.

   

  Best ************************************************** Advocate
  **********************.