eMusic

Review: I signed up for emusic.com to download an audiobook, but was unable to complete the download after several tries. I asked for a refund.Desired Settlement: A full refund - $11.99 for the membership plus $9.99 for the audiobook.

Business

Response:

The customer contacted eMusic Customer Service and requested a refund because "I am unable to download the material from work, which is what I needed it for".This indicates that they were not able to due to their company's IT settings preventing them from doing so. As this is not a product error on eMusic's part, the customer was subject to the no refund policy contained within the terms of use all members attest to reading and agreeing to prior to activating an eMusic account. We explained that it is not eMusic's responsibility if one's IT parameters at work prevent them from being able to download to their work computers. We explained that the MP3 files customers download from eMusic are for personal home use only, and offered an alternative to using their work computer in trying the eMusic app for android. Despite the fact that we are under no obligation to make any exception to our no refund policy, we have made an exception to our no refund policy and refunded the one $11.99 charge and the one $9.99 charge that was applied. The account under the email [redacted] has been completely canceled and there will be no further billing for this account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, as long as I receive a full refund.

To date, no refund has been received.

Sincerely,

Review: I am a long term member of emusic with a monthly plan. At the beginning of December 2015, I changed my payment method to [redacted]. I had a little more than $22 in my emusic account which would have rolled over on Dec **, 2015 when my next payment was due. On Dec [redacted], that money disappeared and according to emusic, I didn't have a valid payment method. The [redacted] account was no longer linked. I contacted emusic and got a few replies- some automated and some 'real'. The replies said they were working on it- and would follow up. They never followed up. I wrote repeatedly- and the only response I've received is that they are sorry for the problem. The last email said it was being sent to a tiered response level- and then I never heard back again. Considering that I've been a member for about 10 years, I don't understand how it can take 2 months to refund $20 - $25, and to fix their payment link (I can't get the site to 'work' with my payment link to [redacted]- not a [redacted] account problem, as it works for all other sites) - AND more importantly, I can't find a person at emusic to communicate to. Their ONLY method is through their ehelp email- anonymous. No CHAT function, no names, no phone number--- I actually LIKE emusic, and $20ish isn't the end of the world, but the company is 'playing dumb'. This problem has happened about 4 times in the past 10 years- but it never took months to get a response. Each time it happened, I would get automated replies that seemed designed to make the customer give up... but with persistence, I'd get my money back within a week. (Not until I was angry though- since the tone of their responses are always as if I, the customer, have made an error and therefore I have forfeited my money... and the money was returned with a message similar to, "We don't normally do this, but we'll make an exception..." Those aren't their words exactly, but that's their message. Again- their style is meant to prevent customers from persisting-- and then to question whether the small amount of money lost is worth the fight. I'd quit the service, but the overall product is good, and unfortunately, other than amazon, ALL music download services function the same way--Desired Settlement: I would like emusic to provide me a phone number if they more information to fix my account. (I am finished with the anonymous emails and their 1 week response times that give no information). I would like the money returned to my account and I would like them to fix their payment links so I can continue my membership. I would really like them to provide a CHAT function on their site so ALL customers are able to resolve their payment /billing /downloading problems. (Overall it works, but they do have a downloading issue a few times a year-- resulting in lost downloads-- a problem I didn't mention above since I don't have good records on that ongoing problem.)

Business

Response:

We have replied through our Customer Service email system to the most recent correspondence we've had with the customer - case #[redacted]. Here is the response we've sent:Hello [redacted], Our sincere apologies for any frustrations. There have been a great number of issues that have affected some of our customer accounts and we're sorry that yours has been one of them. The large number of issues has also resulted in a mass volume of emails that have been beyond our ability to reply to in a timely manner. We again apologize for any frustrations due to this. We do see that your account under the email [redacted] is active right now and will refresh into a new cycle on Feb **, 2016. Our records are also showing that your account's payment method is [redacted], so your billing going forward should be to your [redacted] account. If this does not happen, that will be something we'll have to look into further. Please do let us know if on February **, there is any problem with processing your membership payment. In the meantime, we'd like to assure you that your membership plan is NOT changing. You are still in the same membership plan you've been in. We are also adding on a courtesy of $45.98 to your account, good for 60 days, starting from today's date, so long as you maintain an active eMusic membership. We again sincerely apologize for the troubles with your account, and for the delay with replies to your messages. Please do let us know if you are having any other issues with your account as we will need to inform the tech team to investigate further. We do hope this will be sufficient and we would like to consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My account was canceled, my card was inactive, and I randomly am now getting charged for this account. They synced my checking account without my permission. I want the last 6 months refunded. The only reason I became aware of this situation was because they over drew my account.Desired Settlement: I want 6 months refunded and 30 for my late fee.

Business

Response:

We see no evidence of a cancellation request being submitted for the account under the email [redacted]. Had there been a cancellation request submitted, there would have been a date given as the day the account would expire, and a confirmation email automatically sent out to the email address on the account ([redacted]) which would also have included the date the account would completely expire. As we see no evidence of a cancellation request being submitted for the account under the email [redacted], per the terms of use, which all members attest to reading and agreeing to, the membership billing would continue to be automatically applied. This billing is automatically applied independent of usage. In addition, we at eMusic also do not have any ability to "sync" a payment method without authorization. We can only bill to a payment method that has been manually entered by the payment method holder. It sounds like the payment method in this case was a debit card attached to a checking account. We at eMusic merely attempt to apply the membership fee owed to the payment method we are supplied with, during our four step, manual entry registration process. One's credit/debit card provider approves the charges and debits the funds. If there is any question as to why they were continuing to process those charges, one would need to contact their credit/debit card provider to ask why. In the meantime, we at eMusic billed the cardholder exactly as they agreed to be billed and we claim no wrongdoing in this matter. We would need to be provided with proof of a cancellation request being submitted, along with a verifiable date of submission. Otherwise, all charges would stand under the no refund policy all members agree to. We see the account under the email [redacted] has also not yet even been set to cancel. We have set the account under the email [redacted] to cancel and it will expire on July **, 2015. There will be no further billing for this eMusic account.

Review: I purchased what I thought was a thirty day subscription or trial subscription but was charged three days later for something that I cancelled because the services weren't for me. Tried to resolve with business unfortunately they are not customer friendly (As of today I've paid a total of 150.00 for services I did not want).Desired Settlement: Refund payment of $31.99 and rid eMusic as a functional trustworthy business.

Business

Response:

We have been corresponding with the customer regarding this case. Case #[redacted] through our Customer Service email. Here is the response we sent on January **, 2016. Hello [redacted],Thank you for contacting eMusic Customer Service.Our records show that an account with the e-mail address [redacted] was activated through our introductory offer where one starts a paid membership immediately and receives a free bonus spendable amount, good for the first 30 day billing cycle. This was not a free trial offer.In this case, you selected the eMusic Fan membership for a charge of $31.99.The terms of the offer and membership plan are detailed during the registration process, the welcome email that is sent to all new members and in the Terms Of Use that all eMusic members agree to prior to signing up for an account.We have a strict no refund policy all members agree to, so a refund request is the only thing we cannot assist with. However, if you would like to stay on as a paying member with eMusic, we would be happy to issue you a courtesy amount of $15, good for 30 days starting from the date we add it on as long as you maintain an active eMusic membership.We look forward to hearing back from you.We have not received any response to this message from the customer. We do want to mention we're not seeing any evidence of $150.00 being debited from the customer, just the $31.99 amount we referred to in our response. If the customer is refusing the offer we've presented, we can understand, however our no refund policy is still in effect and we will not be making any exception to this policy, which all members agree to prior to activating an eMusic account. We have set the account under the email [redacted] and it is expiring today, February *, 2016. There will be no further billing applied for this eMusic account. As we have already stated our position regarding the refund request, we are considering this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business' response is ridiculously exaggerated to the point where there were no available explanation of any such agreement.As a result the aforementioned was taken from account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

FINAL RESPONSEThis is the final response to this matter from eMusic.eMusic account registration is no less than a four step, manual entry process. As you'll see in the images we are attaching, the customer used [redacted] in this case. This means that there was an extra step in the registration process where the customer had to enter their [redacted] log in ID and password in order for the charge to be applied to their [redacted] account. One of the attached images is the customer's account on our database showing that [redacted] is the payment method used for the account. ([redacted] approved the charge based on the fact that correct log in and password information was supplied during the eMusic account registration. The introductory offer that was accepted was the offer through the [redacted] page where one starts a paid membership immediately and is granted a free bonus $25.00 amount, good for the first month's paid membership. In this case the selected membership was the eMusic Fan membership for $31.99. These are the two remaining images showing the start of registration (First page of [redacted]), and the page after clicking the "Join Now" button (second page of [redacted]). Here are the terms of use all members agree to when activating an account with eMusic: [redacted]We at eMusic have more than sufficiently provided proof of registration, the terms of the offer, and the terms of use all members agree to, which does include our no refund policy. We respectfully consider this matter closed.

Review: On March *, 2014, I signed up for a free trial at Emusic.com website. After reviewing the content for a few days, I decided to cancel the trial on March 8, 2015. To my surprise they have continued to bill me monthly even though I received an email confirmation of the cancellation stating:

"We're sorry to see you go. You're eMusic Free Trial membership has been canceled, and you will not be charged. "

I contacted Emusic to discuss the problem but the customer service rep only wanted to talk about my offer for a $100 gift card. This activity is criminal and should be stopped through prosecution and severe penalties. I honored my part of the agreement and they pulled a "bait and switch." Since April 2014, they have charged me $11.99 per month and I have never logged into the website nor even used any services.Desired Settlement: Full refund of all charges that were placed on my bank account after the services were cancelled in March 2014.

Business

Response:

According to our records. We do have an account under the email [redacted] which was active in a free trial period starting on March *, 2014. The account was canceled and expired on March *, 2014. The confirmation email the customer is referring to is most likely specific to the account under the email [redacted]. There were no charges applied for this eMusic account.Because our records do show the account under the email [redacted] as having been canceled and expired, if there are current charges being applied, then [redacted] opened a second active account with eMusic. Our records are showing that prior to activating the account under the email [redacted], during the registration process, the original payment method used was a [redacted] ending in [redacted]. Our system detected that credit card as having already been associated with an active eMusic account, and this message was displayed:IMPORTANT: PLEASE READ Our records indicate that the information you have provided is already associated with an eMusic account. To login to your account click here. Please note: Only one introductory offer is allowed per person. Please see section 6.5 in the Terms of Use for details. If you need assistance please Contact Us. Our records show that the payment method was then changed to a [redacted] account and the account under the email [redacted] was activated into a free trial period. However, it is most likely that the first account [redacted] created using the [redacted] ending in [redacted] was already active when she created the second account under the email [redacted]. It is this other account that [redacted] activated and did not cancel that is most likely what she is being billed for. Cancellation requests are specific to the individual account. One must be logged into the account in question and submit the cancellation request specifically for that account. A cancellation request submitted for the account under the email [redacted] will not be automatically applied to any other active account [redacted] may have with eMusic. Although we no longer can offer any phone support, and no longer own the phone number that used to be our Customer Service number, one can email us through any contact link on our FAQs. Our site offers a link to our FAQs and contact forms at the bottom of every page on eMusic. We have not had any contact about this issue until this complaint was filed. In order for us to search our database for the account in question, we will need to be provided with information specific to the credit card or charges. We'd like [redacted] to contact us via email at this address:[redacted]Send Attn: [redacted]Re: Revdex.com complaint #[redacted]We can then request the additional information we will need to try to locate the account in question on our database.

Review: I have been billed $65.94 for a service I haven't used. I signed up for a trial offer on October **, 2014 but immediately cancelled. In my [redacted] account there is a record of this. October **, 2014 shows "authorization cancelled."Desired Settlement: Full and immediate refund without further action on my part.

Consumer

Response:

At this time, I have not been contacted by eMusic regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

According to our records, the account under the email [redacted] was registered for a 14 day free trial period, for both Music and Audiobooks, on October **, 2014. Per eMusic’s terms of use, which all members attest to reading and agreeing to, the paid memberships selected during registration will automatically at the end of the free trial period, or if one exceeds their free trial balance, whichever comes first. Our records show a combination of these two things happening on the account under the email [redacted]. The Audiobooks membership was charged for due to the free trial credit being exceeded on October [redacted] 2014. The Audiobook free trial comes with one free trial credit. Our records show that free credit was exceeded when a second Audiobook was purchased during the free trial period. Thus exceeding the free trial amount and transitioning into the eMusic Basic Audiobook Monthly membership for a recurring monthly charge of $9.99. As for the Music membership, this transitioned into the paid membership simply because we did not receive a cancellation request for the account prior to the end of the free trial period on October **, 2014. Because we did not receive a cancellation request for the account under the email [redacted], it remained active and was charged accordingly. We at eMusic claim no wrongdoing in this matter. We billed [redacted] exactly as she agreed to be billed per our terms of use that she attested to reading and agreeing to prior to activating the account under the email [redacted] Our records show that [redacted] has disputed charges with her payment method provider. As a result, we are no longer in control of those funds and her payment method provider will decide if any funds will be returned to her.

Review: eMusic claims to provide a monthly membership service to download millions of songs; however the site wouldn't let you browse music until you paid for the first month's membership. I paid for the lowest level, installed their download manager, and tried to download music. They don't actually have any real music! It is all knock offs (e.g., kareoke versions, instrumental versions, acoustic versions, etc.) of the original songs. I was trying to download some of the most popular songs of the last 3 years, and none of them are available on emusic.com.

I called their customer service number and got a recording that they no longer speak to anyone and you can't leave a message! All I can do is send an email and hope they reply.Desired Settlement: I would like a refund of my initial payment and have already contacted my credit card company disputing the claim. What I would like more than my refund is for someone at the Revdex.com or another government agency to shut this company down so that future people don't get scammed.

Business

Response:

To begin with, we'd like to at least address some of the points raised in the complaint. eMusic is a site specifically dedicated to carrying Independent Artists and Labels. We do not carry any content from major labels, so many "mainstream" artists are not going to be available on eMusic. In some cases, there may only be part of an artist's catalog on eMusic because we do not have an agreement with the label that owns the rest of that artist's catalog. Most importantly, neither our terms of use, or any of the current offer pages (where new customers would start to register an account with eMusic) promise any particular content will be available on eMusic for purchase. Therefore, we are not promising something prior to account activation that afterwards is not true. In addition, one can browse the site prior to even starting registration of an account. It is not true that one cannot browse around eMusic at all without first activating an account with us.In the case of [redacted] account, they opted to start a paid membership with eMusic immediately in order to receive the free bonus $25.00 amount, good during the first 30 day billing period. As our customer service team also received an email from [redacted] regarding this matter, we have already replied to that message and granted an exception to our no refund policy for the $11.99 charge that was applied. We have canceled the account under the email [redacted] and there will be no further billing applied for this account.

Review: I done a trial with this company which lasted 7 days I believe. This was well over a year ago. I have cancelled several times and they still keep taking money out of my checking account. They have taken well over 100.00$ for something I have used one time and tried to cancel. I cancelled the account again a few months ago and they have not taking any money for a couple months that I am aware of. As of today 11-**-2015 they have taken another 11.99 out of my account. When I went to the web site to long in it even says my account is closed. I have tried to call them but the phone number goes to a company advertising and they say there is no number to contact them other then that one. I have e-mailed them and had a response once and it was suppose to be cancelled. I am trying to get this matter resolved, I am having no luck with this so you guys are my other option to report them so hopefully the money I work everyday for does not keep getting taken for something I have cancelled and do not even use.Desired Settlement: I would like to have my money back they have taken out, but at the same time I would even be happy with them to stop taking money from my account so I don't have to change my bank and go through all the hassel.

Business

Response:

We had been in correspondence with [redacted] via email. We did receive the first email from Angela on July **, 2015 regarding this matter. We did send a reply back, after we found that she had registered and activated a second account with us and that was what she was being billed for. We explained back then that we do have a strict no refund policy, and informed her that the account in question was under the email [redacted] . We also explained that eMusic registration is no less than a 4 step, manual entry process during which we do require the security code on the back of the card to be verified before an account can be activated. On NOV [redacted], 2015 we sent this message in reply to her first inquiry regarding her account under the email [redacted] sent on NOV [redacted], 2015. "Thank you for contacting eMusic Customer Service. eMusic is a subscription-based service where members are automatically charged per the membership plan they select during our registration process. Charges are applied after a free trial period ends, or if a free trial balance is exceeded. One may also accept an offer to start a paid membership immediately and receive a free bonus amount good for the first month of membership. You did have an account under the email [redacted] that you did cancel. However you had a second active account under the email [redacted] that was registered and activated on January *, 2014. As that account was never canceled, it remained active and was charged accordingly. We have a very strict no refund policy all members agree to, and any charges that are over 60 days old are deemed accepted by the cardholder for all purposes including disputes. We could make an exception to our no refund policy on your behalf, but it would be for only the last two charges applied as they are the only charges still within the 60 day dispute window. This would be a refund exception of $23.98. We would also completely cancel your account under the email [redacted] upon issuing this refund. If this is acceptable to you, please reply to let us know and we’ll make this adjustment. If not, you may want to file a dispute with your credit card provider for any funds you still feel entitled to. In the meantime, we did set your account under the email [redacted] to cancel. It will expire on December **, 2015. We look forward to hearing back from you. Sincerely, [redacted] eMusic Senior Manager" We never received a reply back to this message. However, we do think the message sent from our agent back on July **, 2015 was incomplete. We also would have expected the account to be set to cancel at that point so no further charges would be applied. This was not done. We do feel that the billing that occurred after this message was sent should not have happened and we are going to make an exception to our no refund policy for these charges. Starting from the charge applied on July **, 2015 to the last successful charge on November **, 2015. This is five charges of $11.99 each for a total refund exception of $59.95. Angela may need to allow 5-7 business days for those refunds to process. As for any other charges prior to July **, 2015, those are still completely non-refundable per our terms of use. Angela may want to file a dispute with her credit card provider for any funds she feels entitled to. We respectfully consider this matter closed.

I originally loved this site because I could get all the music I wanted at a reasonable rate from all the artist I wanted. After about a year; they stopped selling music from every artist to only independent artist at which point, there was no music worth purchasing anymore. However, I was interested in audiobooks. So, for $9.99 a month, I got one credit. Many books require one credit, but a lot require two credits. I just realised that for the last few months, if I didn't use the credit that month it was purchased, I lost that credit. They weren't adding up which I was anticipating so that I could buy a book that required two credits. I have no idea how much money they screwed me out of, but I will not be buying from them again.

Review: I had purchased an MP3 player for my son's birthday. With the MP3 player it came with a free trial from Emusic to download free music online. He went to their website and signed up for their free trial not realizing that all the music on there was from band covers and really old music. He did not use the trial at all whatsoever. We tried to contact Emusic directly by phone and the automated recording told me that there was no longer a member services by phone.

We went onto their website to obtain contact information and no such luck have we been able to reach somebody directly. After weeks of trying to contact them Today they charged my credit card $11.99 for a service that I did not want nor used. I demand a full refund back to my card immediately and to cancel any account with Emusic. His email address that he signed up with is [redacted]Desired Settlement: I demand a full refund of $11.99 back onto my card. I do not wish or want to do services with EMUSIC at all.

Business

Response:

Our records show that an account with the e-mail address [redacted] was registered on August **, 2015 for a 14 day trial period with $25.00 free trial credit.All new members are asked to select a membership plan during registration. The plan chosen in this case was the eMusic Basic Monthly membership. Membership begins and one's credit card is charged once the free trial period ends or the free trial balance is exceeded, whichever comes first.Their trial membership rolled into a paid membership on September **, 2015, after a brief period where their account fell delinquent because we could not successfully charge the payment method for the membership fee owed, because we did not receive a cancellation request before the trial period ended.The terms of the offer and membership plan are detailed during the registration process, the welcome email that is sent to all new members and in the Terms Of Use that all eMusic members agree to prior to signing up for an account. Although we do have a strict no refund policy all members agree to, we have decided to make an exception to our no refund policy on their behalf. We have completely canceled the account under the email [redacted] and issued a refund for the $11.99 charge that was applied. The customer may need to allow 5-7 business days for their credit card provider to process the refund.

Review: I have tried to contact this company, I have yet to find a number where they can be reached and I've also emailed this company and no response they continue to charge my account monthly $11.99 and I would like this to stopDesired Settlement: do not want to be billed by this company I do not use emusic

Business

Response:

Although eMusic no longer has any phone support, we did receive an email from the customer on October **, 2015, and we replied the same day with this message: To: [redacted] <[redacted]>From: "Support" <[redacted]>Reply-to: [redacted]Hi [redacted],Thanks for getting back to us.We were unable to find an active account listed with any of the information you have provided. Please note that the credit card information you have supplied is not associated with an active eMusic account.So that we can locate this account, please reply to this email with the credit card order number associated with the eMusic charges you are seeing. If the credit card order number does not appear on your credit card statement, you will need to contact your credit card company or bank to obtain that information.You can also provide the ARN/ART or any reference number associated with the credit card charge. This number is usually 23 digits in length.Once we receive this information we can review your account and expedite your request.We look forward to assisting you.So the claim that we did not reply is false. We did reply back, and we have not seen a reply back from the customer to our email since then. The customer had included the last 8 digits of [redacted] for the credit card being billed, but that information was not linked to an account on our database, there was also no account under the email address [redacted] on our database. Until we are supplied with information that is directly associated with the account, or the charges applied, we are unable to even begin to address any billing concerns. This is why we requested the information we did in our email, which the customer has not responded to. If they have our message and are able to reply to it with the information we've asked for, we can then try searching our database again and see about addressing the billing concern. Please note that the customer will need to contact their financial institution to obtain those reference numbers. It will NOT be on any documents they would have (like a monthly statement).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I have several other emails also [redacted] I use to have a credit card number ending in [redacted] I Just feel my bank account info is being charged how is it so hard to find me in the emusic system if you guys continue to charge me $11.99 monthly

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello. Unfortunately, we are still unable to locate the account in question on our database. We have no accounts under the email addresses we were given: [redacted]. More than likely, the account in question is going to be under the old card number that the customer alluded to in their email. We're sorry to say that we cannot simply pull up the account in question on our database without being provided with exact information associated with the account or the charges applied. At this point, we would need to be provided with the ARN/ART reference number for the charges applied, which we mentioned in our first response. The customer can email eMusic's customer service directly at:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I will work on getting the information you requested, but I still don't understand how can I continue to be charged from emusic if they cant find any of the email address I have presented

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: To remove charges from discover card please cancel any future serviceDesired Settlement: To remove charges from card

Business

Response:

The customer is claiming: "the agreement on emusic was a free 30 day trial and charges were on my card in 3days."Please note that the customer registered the account under the email [redacted] starting from this offer page:[redacted]The terms of the offer are clearly stated on the page as such:*Get a $25.00 credit free with an eMusic trial subscription. Offer available to first-time eMusic music customers in the US, 18 years of age or older. Internet access, registration, and credit or debit card required. Your free trial expires 14 days after registration or when you exceed your free trial credit (whichever comes first) at which time you will automatically become a paying eMusic member. Cancel your subscription before the end of your free trial period or before you exceed your free trial credit and you will not be charged. To cancel visit [redacted]. Music plans start at $11.99/month. Limited Time Offer. Offer and eMusic's prices are subject to change without notice and are subject to eMusic's terms of use. eMusic and the eMusic logo are trademarks of eMusic.com Inc. in the US or other countries. All other trademarks are the property of their respective owners, none of whom is a partner or sponsor of eMusic, except [redacted]. eMusic is not responsible for products, services or claims made by [redacted].Please note the section of these terms that clearly states: "Your free trial expires 14 days after registration or when you exceed your free trial credit (whichever comes first) at which time you will automatically become a paying eMusic member."This information is also included in the eMusic Terms Of Use that all members attest to reading and agreeing to prior to activating an account with eMusic. So [redacted] is not only incorrect about the initial length of the free trial period (as it was NOT a 30 day free trial, but rather a 14 day free trial), but he has been charged exactly as he agreed to as our records show he exceeded the free trial balance on his account, and thus his account transitioned into the eMusic paid membership plan he selected during the account registration. In this case it is the eMusic Fan monthly membership for a recurring monthly charge of $31.99. Here is the download history for the account to show that [redacted] used all of the $25.00 free trial balance, and $5.01 of the $36.99 paid membership balance on August *, 2015. Thus exceeding the free trial balance and being charged for the paid membership as he agreed to. Song Purchase History for [redacted]. Showing results 1 - 77 of 77. Date Rights Artist Album Song DL Status 8/*/2015 3:28:55 PM RB ( $5.88 ) –RB ( $0.87 )RB ( $5.01 ) [redacted]

The album purchase that exceeded the free trial balance was the Billy Cobham, Dennis Chambers "Jazz Rock" album. As we at eMusic charged [redacted] as he agreed to be charged, we claim no wrongdoing in this matter and cite our strict no refund policy, contained in the aforementioned terms of use which all members attest to reading and agreeing to. We respectfully consider this matter closed. Please do note that the account under the email [redacted] is currently still active and will be billed again on September *, 2015. If [redacted] wishes to cancel his account, he should log in and do so well before that date. [redacted] is welcome to contact eMusic Customer Service at: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I wish to cancel membership

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As requested, we have set the account under the email [redacted] to cancel. [redacted] will have full access to the account until it expires on September *, 2015. There will be no further billing applied for this account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had a free trial come with a new tablet bought from argos which advertised £10 free credit for my birthday I signed up for the free trial and did not even use it. to begin the free trial I had to insert my bank details ever since signing up in january 2013 they have been debiting my bank £9.99 for something I have never used and never willDesired Settlement: The desired outcome of this would be all money refunded please

Business

Response:

Per the terms of all free trial offers which are presented on the offer page, repeated throughout the registration process. and once again on the confirmation page when the account once the account has been activated, one's charges are automatically applied once the free trial period ends or if one exceeds their trial balance, whichever comes first.

Review: I have NEVER subscribed to the eMusic service, yet EVERY month they charge my American Express card. In researching the problem it was determined that I do not even have a log on name for their web site. Their music service is not one I would have remotely signed up for as it is not one I require. They have consistently charged my American Express card over the last 5+ years and I have to dispute it each time! I even went so far as to change my account number with the credit card company to no avail. When I contacted the company they requested my credit card number, which as you can imagine, I was not going to provide based on their fraudulent billing. After 5 years of charging my account and having to dispute it each time, it is clear I need the assistance of the Revdex.com to help resolve this. Please make them stop. And please make sure they are investigated for fraud as I can not imagine I am the only person they are doing this to. Regards, [redacted]Desired Settlement: They need to clear me out of their system, refund any charges that might have slipped past my notice, and stop the harassment of billing my credit card.

Business

Response:

eMusic's Response: See the email below. On June ** 2008 Ticket [redacted] we responded to [redacted]'s email asking for the last 8 digits of the credit card. [redacted] did provide charge detail but that information isn't useful to us, so we responded asking her for the information we did need. [redacted] never responded to our email requesting the last 8 digits of the credit card. Please note I can only trace email correspondence's by email address and since she provided [redacted] on this Revdex.com complaint that is the email addressed I used to search eMusic's database. If [redacted] contacted eMusic customer service using another email address please provide that so I can trace our correspondence's with her.

Review: My son received a free 10 dollar music download with his MP3 player. The site required a credit card number to process request. I cancelled the subscription soon after but didn't pay attention to the billing on my credit card. I didn't realize until today that they have been charging my account $31.99 a month for over a year.Desired Settlement: I would like to be refunded for the months that I did not use their service.

Business

Response:

eMusic's Response: I cannot find an eMusic account with the email [redacted] or under [redacted]. Can you please provide the email address eMusic has for you or the last 8 digits of the credit card being billed by eMusic. I need to locate the account before addressing your complaint.

Review: Okay, I signed up with them back in 2007. I told them that they screwed me out of a bunch of downloads I had, that I never downloaded. I told them I was unhappy & was canceling my account. I had well over 80 download's left, and they CANCELED my account without even telling me.

Fast forward 6 years, I sign up again, deciding to give them another chance. I was billed for 5 months in which I never downloaded any of the product. They delete your downloads at the end of every month unless it's under .48 cents which makes no sense. This is what they said. "You only lost 2 months, and you agreed to our service terms." Wow, that's great customer service.Desired Settlement: I want my two months that I lost, & also the 80 downloads that they deleted when they canceled my account.

Business

Response:

FINAL RESPONSE

Review: In 2005 I started a free trial with this service as part of a work related project. I mistakenly used my personal credit card instead of my corporate card. Unfortunately, I don't regularly review my personal credit card statements, my wife does. Today I looked at the statement for the first time in several months and noticed a charge from eMusic. I contacted them to inquire what the charges were about - they told me I joined in 2005 and have never downloaded a single file, and informed me of the email address I used to register. This email account has been disabled for the last 4 years and any notices sent to that account would have bounced back to eMusic. Additionally, they must know that I've never downloaded a single file, yet they have made no attempt to contact me or notify me. Further, their policy is to never carry a balance forward for any unused charges, meaning that I have $0.00 outstanding credit with them. I have called to complain and was told I could be issued "free credit" for six months, amounting to a net total of $96.00 worth of music against a nearly $1400 net gain to the business over 9 years. I have since closed my account and am seeking redress. I have sent a letter to their customer service department using their "Feedback" button and have also filed a complaint with the Massachusetts Attorney General and am trying to find a way to email their CEO, with no luck so far.Desired Settlement: Given that it takes two people to make a contract, and I have clearly filled my part of the bargain, I am asking for 50% of the net amount paid to eMusic in the form of a refund check.

Business

Response:

On June **, 2014 [redacted] called eMusic Customer Service with regard to the account under the email [redacted]. Our agent [redacted] fielded [redacted]'s call, explained the reason for the charges that were applied, the no refund policy he agreed to when he registered and activated the account under the email [redacted], and presented a courtesy over time offer if he opted to remain an active and paying eMusic member.

After speaking with eMusic's Customer Service center, [redacted] sent an email on the same date of June **, 2014:

Our [redacted], [redacted], sent this in reply to [redacted]'s email on June **, 2014:

Hello [redacted],

We apologize for any frustrations. As you've mentioned, our records show an account under the email [redacted] was registered and activated on October *, 2005. Since the account was not canceled prior to the end of the free trial period, it automatically transitioned to the eMusic Basic monthly membership you had selected during your account registration.

Since we never received a cancellation request for the account, it remained active and charged accordingly.

Please note that eMusic is a subscription based membership much like an internet service or a gym membership where billing is applied automatically regardless of usage. All members agree to be charged automatically per their membership plan and only by submitting a cancellation request via email, phone or live chat (available up until March 2014), or by logging into their account and going through the cancellation process will they cease being charged automatically.

We also did inform you that you were still a paying member with eMusic via your credit card statements. Each charge was listed as being from emusic.com and may have also listed an additional means of contacting us. We would have been happy to address any billing concerns had we been contacted when charges were first applied. Unfortunately, that did not happen.

We have a strict no refund policy all members agree to, so a refund request is typically the only thing we cannot assist with. We also must point out that any charges which were not disputed within 60 days of the date they were applied are deemed accepted by the cardholder for all purposes including disputes.

Members also attest to reading and agreeing to our terms of use which includes both the no refund policy and our no rollover policy regarding membership balances. All members agree to use their membership balances within each 30 day billing cycle. Any unused amount expires at the end of each cycle.

Because all members do agree to our no rollover policy, we are under no obligation to issue any courtesy amounts at all for expired membership balances. Therefore, our offer to replace 6 expired cycle balances over time is actually going above and beyond our policies on your behalf.

If you would prefer to not stay on for 6 months, we could present the same courtesy over time offer, but reduce the amount of time each courtesy would be good for. So instead of each courtesy being applied for 60 days (and your having to wait until the end of that 60 days before getting another courtesy) we would issue each courtesy for 30 days. This way, you would only have to maintain an active membership with us for 3 months to get the courtesy over time offer instead of 6 months.

So to reiterate, we can offer to issue a courtesy of $23.98 which would be good for 30 days starting from the date we add it on, as long as you maintain an active eMusic membership. When that 30 days is over, we would add on another $23.98 courtesy good for another 30 days as before.

We would repeat this process once more and thus have replaced 6 of your expired membership amounts over 3 months.

Another thing you are welcome to do is downgrade your account to the lowest priced plan we offer, which is the eMusic Lite plan for only $6.49 monthly, and we'd still do this courtesy over time offer.

We apologize again for any frustrations. Please let us know how you would like to proceed.

Sincerely,

eMusic [redacted]

We did not receive a reply back to this email from [redacted] letting us know how he'd like to proceed.

We at eMusic claim no wrongdoing in this matter as we billed [redacted] exactly as he agreed to per our terms of use. We did inform [redacted] that he was a paying member with eMusic via his credit card statements. It is each individual's responsibility to know how their finances are being used and to take actions in a timely manner if they feel an adjustment is needed. [redacted] did not take any action to cancel his eMusic account until contacting us via phone on June **, 2014. Therefore, all charges that had not been disputed within 60 days of the date they were applied are deemed accepted by the cardholder, [redacted], for all purposes including disputes.

We at eMusic feel we have made a generous offer to [redacted] considering that he agreed to-our no refund policy, our 60 day policy for disputing charges, and our no rollover policy regarding membership balances. [redacted] is welcome to reply back to our [redacted]'s email and still take the offer we've presented, or discuss the matter further. However, we will not be making a full refund of charges that were applied per the terms of use [redacted] agreed to.

We feel we've addressed this complaint thoroughly, and we respectfully consider this ticket closed.

Review: I logged into my [redacted] account [redacted] and was shocked to find that emusic had taken out 11.99. I am not a member of the site, nor do I remember ever joining. I don't like the music emusic has to offer and I would never join a music subscribtion service.Desired Settlement: I would like my money put back in my [redacted] account. I also would like them to never bill my again. I didn't authorize this transaction.

Business

Response:

Our email records are showing that we've not received any contact from this customer regarding any charges. There is no information in this complaint associated with the account in question. We request the customer contact us directly by going to this page, filling out the form and submitting it to us so we may properly review this matter:

Review: Recently I found that emusic.com has been charging me $31.99 every month starting from June 2012. I have never been this website, used any of their service nor given them my private information such as my credit card number, email address and address; also my family members never used this website before. I phoned the credit card company, and the customer service told me that I should talk to the company since they could not do anything if the charge has started from that long; therefore, he transferred me to the customer service from emusic and let me talk to her personally. Upon her request, when I told her my credit card number, email and address, she said the information I provided matched the information on her computer, and she also added that the reason they charged me is because I did not cancel the account after the 7-day-free-trial has expired. Then I told her that I have never been to their website and I never created an account on their website so I requested her to return the money back, but she said she could only return two month of charge to me, and the charges before that could not be returned. Although I repeated that I never created an account nor never download any music from their website, the agent insisted that she could only return money for 2 months. I finally decided to accept the refund. Afterwards I went to the bank and told the staff of my experience, she advised that I better go talk to the company again because I have never used any of their service so I have no reason to pay for that. Then I went home and called the company again; however, I waited for an hour on the phone and no one picked up the phone except the pre-recorded message repeatedly telling me that your call is important to us, please wait and an emusic representative will be there soon. I was very angry about this since I spent an hour and more waiting for an available representative but no one was there to talk to me. Therefore, I would like a third-party association to intervene to see if there is a way to get my money back. The main reason for that is I never signed up an account on the website so I really doubted where and how they obtained my private information. Secondly, I have never been to the website and never used any of their service so there is no reason that I should pay them. Thirdly, they never informed me that they are charging money from my credit card, neither mailing any receipt nor sending any email even if they have my address and email address.Desired Settlement: I would like to get the refund from the company because I never used this website.

Business

Response:

Our records show that an account under the email [redacted] was registered for a 7 day free trial period on Jun *, 2012. Per the terms of the free trial offer, once the free trial period ends, the account automatically transitions into the paid membership type selected during the registration process. In this case it was the eMusic Fan membership for a recurring monthly charge of $31.99.

Review: Discussed live with [redacted] today. Company opened an unauthorized second account and refuses to issue credit. In Dec 2012 I opened a trial eMusic account, understanding it would be $11.99/mo after the trial period. I went in during the trial, and used my credits for an eBook instead of music. The company opened a second account, and never disclosed books would be a separate and additional account ($9.99/mo). I have never used either emusic nor ebook since Dec 2012 (I did copy my download records this morning if needed for proof, [redacted] verified that is what their records show). Additionally, the company does not bank unused credit; your $11.99 simply disappears after the month is over???????Desired Settlement: 9 months at $22/mnth = $198

Business

Response:

Our records show that an account under the email [redacted] was registered for a 7 day free trial period for both Music and Audiobooks. Per the terms of the free trial offer, once the free trial period ends, the account automatically transitions into the paid membership type selected during the registration process. In this case it was the eMusic Basic Music membership for a recurring monthly charge of $11.99 and the eMusic Basic Audiobook membership for a recurring monthly charge of $9.99.