Billing Issues

Watercooler
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So as it is indicated on the topic, I’ve been having billing issues with Wyze lately. And their response doesn’t seem to make sense. ( At least to me) So I was hoping maybe someone from Wyze would see this and kindly explain the situation better than their customer service have explained so far.

So I subscribed to WyzeCamPlus for the introductory price of $7.99 which I later found out that it was for one year only. My Fault. The first charged was on April 28th of 2023 and the last charged that I’ve been notified is March of 2024. But I was charged $9.99 which to me should have been $7.99 and I’ve been in contact with them through email several times and they keep saying that it’s their policy to issue no refund when it comes to the CamPlus subscription. So I had no choice but to complain to my credit card company.

The second issue I have is when I purchased a Wyze cam V4 2 pack. Order # [US-6367884]. I paid for it by using two Wyze gift card which totalled $31.99 and $33.99 from my credit card. I returned the product and they issued me a refund of $33.99. And naturally I was expecting a refund of the two gift card I’ve used to be emailed to me as well But they never did. So I chat with a customer service rep and claimed the gift card of $21.99 has been issued. I asked how and what about the $10? And I had to wait a few minutes for the answer. I told them I never received an email about a refund for the gift card. They then said it was issued but this time they provided the gift card number of the $21.99 which was exactly the same number of the gift card I had used for the same amount. I asked about the $10 and they said there was a return fee of $5.99 making it a total of $4.01 left over. I didn’t know there was a return fee for gift cards. I asked to show me the policy in the website which shows a return processing fee for gift card and I never got an answer. I asked then where is the $4.01 and they said the $21.99 IS the total for both. If I had two gift cards totalling $31.99 minus the $5.99, why would it total $21.99 instead of $26. At this point the customer service rep decided to escalate the inquiry through email. So basically there was no explanation.

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As for the $5.99 return fee, I believe they are referencing the policy in this return FAQ:

The refund will include the purchase price of the returned product and any associated sales tax. The shipping charge associated with the original purchase will not be refunded.

So, when they process a return, they do not refund the shipping charge which is $5.99, they do refund everything else.

But it sounds like the rep you got was confused. Maybe they were new. It sounds like the system automatically held on to the $5.99, but then the rep maybe thought they were supposed to do it manually? IDK, there is some misunderstanding involved though.

It sounds like the rep escalated you to tier 2 by email. Let us know how that goes for you.

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Thanks for the reply. Yeah you’re probably right about the $5.99. But still doesn’t explain how the rep came to the conclusion of $21.99 when it should be $26. And that $9.99 a month issue where I was suppose to be charged $7.99 for 1 year, it’s been 8 days since I last contacted them and they still haven’t respond to that one. I reminded them again as well as the gift card issue. Here’s to hoping they’ll respond a bit more on time this time.

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Looking into this.

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Thank you Matt. Looking forward to your findings.

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Hey Matt. I forgot to include the ticket number. The $9.99 issue is Ticket 3762584. And the gift card issue is Ticket 3791636. This is according to the email I’ve received from Wyze. I hope this helps.

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  1. Refunded $33.99 USD using a Visa ending in **** for return US-6367884-R1.

2:18 PM

  • Refunded $21.99 USD on Gift Card for return US-6367884-R1.

2:18 PM

*Refunded $4.01 USD on Gift Card for return US-6367884-R1.

Total amount refunded: 59.99 (price of the 2-pack of v4s) but shipping is not refunded (5.99). Looks all clear to me.

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This looks like a timing thing and we charged you a month early, you’re right. I’ll get that $2 refunded, but a heads up that the next charge will be $9.99.

I highly recommend going to my.wyze.com and upgrading your monthly plan to an annual plan so you save some $!

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That’s awesome Matt. Thank you for this. I really appreciate it. I have a question about the gift card. Will I get an email with the gift card code again same as last time?

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You’re the man Matt! Thank you for checking and making sure things went right.

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Not to be a pessimist, but I still have not receive any clarification on the gift cards. It’s just hard to be optimistic about this since I’ve been dealing with this for a while. I’ve checked my emails and CC no change.

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So just to follow up for those who are interested and those who care about customer service, I still have not receive a correction for the charge of $9.99. And even though Matt from here, have stated correctly that I was charge early for $9.99, he was going to correct it and again Customer Service have contradicted Matt’s findings.

I’m including a email response from customer service which was following up from my email 8 days ago…

Kelvin (Wyze)

Apr 12, 2024, 7:30 AM PDT

Hello there, Michael! Thanks for your patience, my apologies if it took us some time to reach back to you. My name is Kelvin, an Order Specialist, and I’ll be assisting you from here onward regarding the refund you received for your completed return request.

I see that you wanted a breakdown and would like to know how you were refunded for your return.

The refund was made to the original mode of payment used in placing the order. Since you used a card with two gift cards, a part of the refund was sent to your card, and the rest was used to replenish the gift cards you used for the order. The gift card codes you exhausted can now be used again. One of the gift cards should amount to $21.99 while the other $4.01 (from the original $10 gift card). Your total refund for the return is $59.99 (from order total of $65.98); the $5.99 that was not refunded is a return fee for your return request. This is the reason why your $10 gift card is only partially replenished. From our Return Policy, some shipping fees may apply for returned orders.

We hope this helps! If you have questions or clarifications in the future, please don’t hesitate to reach out to us again. Thank you for being part of Wyze, stay safe always!

All the best,

Kelvin | Wyze Wizard

And this was my response to which I also included Matt’s response here…

Apr 12, 2024, 8:43 AM PDT

Thank you Kelvin for your response. I appreciate that this is finally resolved. However there is another issue I included from my last email which is Wyze Ticket 3762584. Why was there no response to that? I just don’t understand.

I tried going through the Wyze forum Watercooler to get this resolved and I got a response from WyzeMatt from the Wyze team and this is what he stated…

WyzeMatt
Wyze Team

4allmymails2
1d
This looks like a timing thing and we charged you a month early, you’re right. I’ll get that $2 refunded, but a heads up that the next charge will be $9.99.

I highly recommend going to my.wyze.com and upgrading your monthly plan to an annual plan so you save some $!

I’ve attached the actual conversation feed. Please pay particular attention to Matt’s answer WyzeMatt 8 April 11, 2024, 3:33pm on the log.

He never followed up on it.

So Is there someone who can resolve this? Please let me know. This has been taking too unnecessarily long. Thanks.

Michael

And this is their response again…

Apr 12, 2024, 4:30 PM PDT

Hi Michael,

Thank you for contacting Wyze, this is Marnelli from the Services team. I understand that you need help with your Cam Plus refund inquiry. I’m sorry for any trouble this has caused. Please allow me to explain.

Please note that the $7.99 Cam Plus Monthly offer would automatically revert back to $9.99 after a year. This is system system-generated change as the promotion expires.

Looking at your account, it shows that the $7.99 offer has ended and you are now under the regular billing of $9.99/month.

I hope this helps! Please feel free to reach out if you need help with anything else.

Best regards,

Marnelli Wyze Wizard

And this was my response…

Hello,

I am flabbergasted by this response. I have stated over and over and over again that yes I understand the $9.99 was going to be charge after the one year introductory fee was over. And again and I don’t know how else I can state this anymore clearly
that Wyze has charged me a total of 12 charges. (Please take the time to look at my charges from your records as well as the attachment I’ve included from my previous email). And that is supposed to be for the one year introductory fee of $7.99 but the 12TH AND FINAL CHARGE WAS IN THE AMOUNT OF $9.99 INSTEAD OF $7.99. Now one year introductory fee is for 12 months. In your records, as well as my cc records, I was charge $7.99 11 times only and the 12th was charge in the amount of $9.99. Now what is it that you and your colleague just can’t seem to understand? Please, Please explain to me how many charges of $7.99 in 1 year of every month should have taken place? It should be obvious that it’s 12 times, 12 months. Just how is this impossible to understand? Can someone from the higher up take a look at this case?

Michael

Now at this point can someone please let me know or else I’m going to go insane here. Is it me? Was I not clear and logical with my explanation? Was there something that I’ve left out. This is such a ridiculous thing to go through.

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Matt where are you? CS is still saying that the $9.99 charged was correct, even though that is the 12th charge in the 1 year introductory rate of $7.99.

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The forum software automatically flagged the reply as possible spam and therefore hid it for moderation. Since your reply was not spam, I dismissed the flag and your reply is now visible above.

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FYI. I deleted this since they posted what they temporarily hid of my previous post.

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I’ve refunded the $2, it’ll take 3-5 business days to show up in your account.

No need to contact support. Apologies for the inconvenience here and thanks again for being an Unlimited member

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[purged]

Maybe don’t sweat the last two bucks next time. Show a little grace.

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Grace among humans is like dinosaurs nowadays. :wink:

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