eMusic

Review: This company never stated on their subscription pages that credits you purchase by subscription expire every month. I've been maintaining subscription for a few years and never paid attention to it, but not using the service for a few months, I've found that I have only one credit for each of my books and music subscription. I've started digging out payment history (thinking that such number of credits was just due to some credit card issues, but found that they were charging me regularly every month). Though I found in their term of service that they do not allow rollover credits to next month, I consider that behavior dishonest, since this is not a common practice amongst similar services, this service is consumer oriented, that term is mentioned only in the middle of lengthy terms of use, and not explicitly stated on the subscription page. They also doesn't have spending history, so it's very hard to track how much was actually spent on their service.Desired Settlement: Since begging of my subscription I've spent 545.76 USD from which roughly I actually spent on audio book and music purchases only 83.93 (music) and 29.97 (audio books). Spending numbers may not be precise since they do not offer purchase history. I'd like to get refund on difference between money being actually spent and money they I've paid for the service, i.e. 461.56 USD.

Business

Response:

All members attest to reading and agreeing to our terms of use, during the registration process, prior to activating an account. Included in our terms of use is our no rollover policy and our no refund policy. Since the customer, [redacted], did attest to reading and agreeing to our terms of use prior to activating an account with us, he did agree to our policy that any unused balance from each 30 day billing cycle does expire when the cycle ends. Therefore, we are under no obligation to either make any exception to our no refund policy or issue any courtesy amounts to his account under the email [redacted] for membership balances that expired. We will not be making any exception to our no refund policy.

Additionally, we see that [redacted]s account under the email [redacted] is set to cancel. The Audiobooks membership on this account has already expired, and the Music membership will be expiring on October **, 2014.

The only option we can offer would be if [redacted] decided to undo his account cancellation and stay a paying member with eMusic, we would be willing to issue a courtesy amount to his Music membership balance. This would be a $47.96 courtesy amount that we would make good for 60 days starting from the date we add it on, so long as [redacted] maintains an active paid Music membership with us. Unfortunately, because the Audiobook membership has already expired on this account, we cannot issue any courtesy credits unless that paid membership is also reactivated. If that were to happen we could issue 2 Audiobook courtesy credits as well.

If [redacted] would like to undo the account cancellation and/or reactivate the Audiobook membership on his account, he can log into his eMusic account and go to the Account page. On that page he can both undo his account cancellation by clicking the "undo cancel" button, as well as choose to reactivate his Audiobook membership. Once either or both of those happen, we just need to be informed so we can confirm. Once confirmed, we can add on the courtesy amounts we've mentioned above.

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]

They are legally correct, but they practices are dishonest.

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

Sincerely,

Business

Response:

FINAL RESPONSE

As we have already responded to the customer's initial concerns, shown we have offered a solution that is in exception to our policies (which appears to have been rejected since the customer's account is now completely canceled), and the customer's response is a statement of opinion rather than a concern we have yet to address; we respectfully consider 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:

[Your Answer Here]

Your proposed solution implies that you compensate for approximately 10% of money I lost. I do not consider this compensation satisfactory. As I mentioned before in my opinion your expiration case is hidden in the middle of the agreement and according to what I remember you did not clearly and prominently stated it anywhere during subscription process. I would rather incur the loss of the entire amount of money then accept compensation that is an inadequate.

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

Sincerely,

Review: In May 2013 we received an offer for 50 free songs from emusic.com and my son wanted to sign up and take advantage of the offer. My husband helped him and at the website he was asked to give a credit card information, from his understanding just to prove that he was an adult. His credit card was not supposed to be charged and my husband did not intend to buy anything nor to became a customer for that website. In August we noticed that on July [redacted] our credit card was charged $31.99 by emusic.com and we called the credit card company saying that we did not buy anything from the website. As we were leaving the country the next day the credit card company advised us that it was ok and not to worry as if there were further charges we would not be liable. When we returned on 9/*/13 we noticed another charge from emusic.com of $31.99 and we called the credit card again. The credit card rep called emusic.com. the rep from emusic informed me that when my husband gave his cc info he actually agreed to some sort of membership which he was supposed to cancel and our credit card was actually charged 4 times the same amount of $31.99 on different dates: 5/**/13; 6/**/2013; 7/**/2013 and 8/**/2013. The terms of the membership were not obvious and my husband was not aware of that and he did not intend to be a member of the website. We never accessed the website after the initial day in May 2013. The rep from emusic admitted that we were not supposed to be charged and refunded us the latest 2 of the 4 charges (August and July) but she said that she was not able to refund the first 2 charges (May and June) as the system was not allowing her to access history that was older than 60 days. She advised to dispute the charge through the credit card which I did but the merchant refused to reimburse the first 2 months probably because they claim that we signed some sort of a hidden contract and they were legally covered for the charges. We consider the charges a fraud as they hideany charges in advertising. That is not a way to conduct business and gain new customers by promising free samples and then charge their credit cards every month.Desired Settlement: refund of May [redacted] 2013 and June [redacted] 2013 charges ( $31.99 x 2 charges)

Business

Response:

Unfortunately, we are unable to address this complaint properly because the complaint does not contain information related to the account in question. May we please have the email address the account in question was under? Additionally, when you contacted an eMusic agent, you would have received a confirmation number at the end of the call. Please provide that confirmation number.

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]

They asked for further information. Here is the information that they requested:

1. the email address that the account was under was my son's email address (needless to say that he is a minor and that is another issue with the company): [redacted]

2. when my credit card company connected me to emusic.com on a 3way-conference call emusic.com agent gave a confirmation number for the so called "account cancellation" not for the entire call. That confirmation number was: [redacted].

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

Sincerely,

Business

Response:

FINAL RESPONSE

Review: I was not able to download any music from the E-music web site after trail period they started to deduct money from my bank account $31.99 a month for 3 months which I did not authorize . I contacted them about this and was not offered any type of resolution. I provided my bank card information that was requested to sign up for free trial period but did not agree to become a member or any money being deducted. I have not received anything for the $98.00 that they took from me. The bank card that was being used was cancel so they were not able to take any more money out of my account.Desired Settlement: Please refund me my money I have not used your service and am not a member, so please delete my information. Thanks!

Business

Response:

eMusic's Response: Please see below ticket [redacted]. The member did contact us. But you'll see the member only provided the last 4 digits of the credit card when our contact form ask's for the last 8 digits. We replied to the member asking for more information since the information provided by [redacted] didn't help us locate an account. [redacted] never responded back to our request for additional information. The claim of not offering any resolution isn't correct, we respond but [redacted] failed to follow up.

Review: I don't know if my complaint falls under "unauthorized credit card charges" or "An advertisement misrepresenting a service", basically eMusic advertise a 14 days free trial that you can cancel anytime, but when you register, you are automatically charged 1 month, I was also charged for the specific book I wanted, which of course is OK, but I was not able to download it, I decided to cancel my subscription right away, but later discovered accidentally on my credit card portal that it had been charged by eMusic. I gave my card number in the registration process, but was explicitly told it would be charged before the end of the trial period. I contacted their support services on both issues, they basically told me to re-register that they will help me with the download issue and could still use their service for the time paid, but that I cannot be refunded, I didn't do it because I don't want to do business with them anymore, I don't think they're honest.

They gave me an "incident ID" maybe it can be helpful, I've put it in the "Order #" line.

Thank you very much for your help, best regards, [redacted] Sorry for any misspell, my native tongue is french

Business

Response:

This matter was resolved through our Social Media channels and our agent [redacted] who did make an exception to our no refund policy and issued the refund for the $11.99 charge that was applied to the account under the email [email protected]. This was processed on February *, 2015 and the incident ID for the message [redacted] sent to the customer with confirmation of the refund is [redacted]. Therefore, we 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: I started a free trial of eMusic where I quickly discovered that there was nothing for me to download. I cancelled my membership immediately which there is miraculously no record of. I never used ANY of the free credit, nor will I ever. I was notified of a bank debit via [redacted] and I immediately went to re-cancel within minutes of seeing that. It debited in the middle of the night and I cancelled as soon as I got up which was approximately 5 hours later. They refuse to acknowledge that I have downloaded nothing, that I had previously cancelled and I cancelled within a few hours of them charging my account for something that should have already been cancelled. eMusic offers no popular music that is on today or has been in the past, it is non-popular bands that most people will not be interested in, definitely not what was advertised when I signed up for the free trial. It's not like I even took advantage of the free trial credits, I downloaded nothing. I re-cancelled within hours of receiving the notification and if it wasn't in the middle of the night I would have re-cancelled that within seconds. Definitely a shady company.Desired Settlement: I would like my $31.99 refunded. You can see I didn't even use the service.

Business

Response:

Customer contacted our eMusic call center and we made an exception to our no refund policy on their behalf. $31.99 charge was refunded during a call with our agent [redacted] on September **, 2014. We 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 and I accept the full refund.

Sincerely,

Review: I did not do business or authorize this company to charge money to my debit card and they have been charging me $11.99 a month since July of 2013. I had this exact issue with this same company several years ago. The need to be stopped!!!Desired Settlement: All money charged $143.88 refunded and NEVER EVER charge me again EVER!!!!!!

Business

Response:

Our records show that the account under the email [redacted] was registered for a 14 day free trial period with a $17.50 free trial balance starting on February **, 2011. 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 membership for a recurring monthly charge of $11.99 on February **, 2011.

We do want to mention that eMusic account registration is no less than a four step, manual entry process in which we require the security code on the back of the card to be verified before an account can be activated. The customer's credit card provider approved those charges based on that information being verified.

We also see that $17.12 of the free trial amount had been used for downloading. Although there had been no usage after that point, all members agree to be charged automatically per their membership type. In exchange we issue a spendable balance which is good for the 30 day billing period for which they have been charged. Any unused balance expires when the 30 day billing period ends per the terms of use all members attest to reading and agreeing to prior to activating an account with us.

This billing is applied independent of usage, and all members agree that in order to cease being billed automatically, they must request cancellation of their account by either logging into their account and going through the cancellation process, or by contacting eMusic Customer Service via email, phone, or live chat (offered up until March 2014).

Our email records are showing that we have never received any email correspondence from the customer regarding the account under the email [redacted]. Our records show we have never received a phone call or chat session from the customer regarding said account. There is no evidence showing that the customer logged into their account and went through the cancellation process.

Since we never received a request to cancel the account, the account remained active and charged accordingly.

We also did inform the customer that they were a paying member with eMusic via their 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 do have a strict no refund policy all members agree to when they activate an account with us. In addition, any charges that are not disputed within 60 days of the date they are applied are deemed accepted by the cardholder for all purposes including disputes.

We have set the account under the email [redacted] to cancel. The account will expire on July **, 2014. The customer will no longer be billed for this account.

As we claim no wrongdoing in this matter and charged the customer according to the terms of use they attested to reading and agreeing to prior to activating the account under the email [redacted], we will not be issuing a full refund of charges applied.

As all charges that were not disputed within 60 days of the date they were applied are deemed accepted by the cardholder for all purposes including disputes, the only exception to our no refund policy we can offer would be for the last two charges that were applied. This would be two charges of $11.99 each for a total amount of $23.98.

If this would be acceptable, we would process a refund for a total of $23.98. If not, the customer will need to file a dispute with their credit card provider for any funds they feel entitled to.

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:

I am demanding a full refund and to be removed from all future membership charges forever. I cancelled a previous unwanted membership in 2011 and never wanted it to be reopened. This is not the first time I have gone through this exact scenario. I find emusic to be a complete and total fraud that should be stopped and penalized. That might be why they have over 200 complaints on Revdex.com.

I have requested records from my bank for my previous complaint that I will provide as soon as I get it from them.

This will not end until I get ALL my money back and never see emusic on my bank statements again.

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

Sincerely,

Business

Response:

Our position on this matter has been stated in our first reply to this complaint.

Our records show that there had been absolutely no communication with our customer service department regarding the account under the email [redacted], nor any actions taken by the cardholder to cancel the account under the email [redacted] since the account was activated on February **, 2011.

Thus, the customer was given knowledge via their credit card statements that they were an active, paying member with eMusic and took absolutely no action to question those charges or request cancellation for 3+ years despite the fact that up until March of 2014 we at eMusic provided three ways to contact us regarding any billing concerns (live chat was discontinued in March 2014).

It is each individual's responsibility to know how their finances are being used and to take actions in a timely manner with regard to any charges they do not wish be applied any further. [redacted] took absolutely no action to address any billing concerns in a timely manner and has implied there was no personal responsibility on his part to address those concerns in a timely manner. In the meantime we at eMusic did absolutely nothing wrong in charging for the account under the email [redacted]. Those charges were authorized and applied per the terms of use [redacted] attested to reading and agreeing to.

Furthermore, the customer's statement, "I cancelled a previous unwanted membership in 2011 and never wanted it to be reopened." has no implication on this matter as the account under the email [redacted] was never requested to be canceled by the customer. The account has remained open since it was activated by the customer on February **, 2011.

Once again, any charges not disputed by the customer within 60 days of the date they are applied are deemed accepted by the cardholder for all purposes including disputes.

In order to have any exception to our no refund policy made for charges beyond that 60 day period, we must be presented with evidence that the cardholder requested cancellation of the account specifically under the email [redacted] by contacting an eMusic customer service representative via email, phone, or live chat dated prior to July **, 2014. As of yet [redacted] has not presented any evidence to support his claim that a cancellation request was submitted for the account under the email [redacted] prior to this complaint being filed. Unless that evidence is delievered to eMusic the charges will stand.

Review: Was a customer and used their services in the past and had no issues. Reinstated the account in July to purchase more music downloads but was no longer able to utilize their site and discontinued on the same day. Went into my [redacted] account to make a payment to another vendor and saw that Emusic had still been charging my account since July. Spoke to [redacted] who said here employee ID was [redacted] and she offered little help toward getting refund. Told her that I had NEVER used their services dating back to July because device was no longer compatible. She saw that I had unsuccessful downloads and had NEVER used or logged in after reinstating in July. Told her that I cancelled the same day but she said their was no record of that. Said that I would like a refund and was given the run around.Desired Settlement: I would like a full refund of $32.45 which dates back to July 2013.

Business

Response:

FINAL RESPONSE

Review: The Emusic website is structured in a way that makes it difficult for one to cancel membership. Although I had canceled my Emusic membership five months ago, I recently realized that each month Emusic continued to withdraw funds from my account without authorization. I contacted the company and requested a refund for all monies taken from my account. They refused to refund the money withdrawn from my account and instead forced me to take a credit leaving me feeling cheated and robbed. I had to pay for music I did not even want, need or plan to purchase.

A few days ago, lost the music purchased off my computer due to an hard disk failure. Therefore, I tried logging onto the website to re-download the tracks recently purchased. In order to access the account I had to reactivate the account with a credit card, which led to a charge for another month of music I did not want. I emailed a request to obtain access to the previously purchased music and was denied access and denied a refund for the money taken from my account less than a day ago.

To the end, I have spent hundreds of dollars on music and do not have one track to show for what I purchased.Desired Settlement: Please help me recover refund for all music rightly purchased, cancel the reactivated membership, and get a refund for funds deducted from my account early this morning on 8/**/2014.

Business

Response:

We'd like to address all the complaints within.

1-There is nothing in the eMusic website that makes it difficult to cancel one's account. While one is logged into their account, one can navigate to the account page and simply click the "Cancel Account" button to start the cancellation process. Cancellation through the account page is a very simple three step process.

One can also contact customer service to request cancellation. If one does navigate to the cancel page to start cancelling their account, the customer service phone number is listed there.

Near the bottom of every page one can link to our Help/FAQ pages. On every subject there is a means of emailing an eMusic customer service agent as well as a link to our twitter pages. There are ample means of contacting customer service to request an account cancellation. We do not feel there is any undue complication in our account cancellation options and process.

2-All members attest to reading and agreeing to our terms of use prior to actviating an account with eMusic. Included in our terms of use is our no refund policy concerning membership charges. Thus, the customer in this case also agreed to the terms that their charges would be non refundable. We did present a solution by offering to issue a courtesy amount of $73.98 in lieu of our no refund policy, which the customer accepted and used entirely.

3-There is no expectation established in our terms of use that customers will be able to redownload their previous purchases for free. Per our agreements with the labels, we cannot offer any free redownloading. Thus, we did not "deny access" as the complaint states, but it is simply that we can't fulfill the customer's request to redownload all their previously downloaded music for free.

Once music files have been delivered to one's computer, emusic claims no further responsibility for those files. Therefore, it is each individual's responsibility to back up their downloads so they'll have an extra copy handy in case something happens to their computer or device and they lose their downloads. Just like purchasing a CD in a store, if it is lost, stolen, or damaged over time, one would have to purchase a new copy if they wanted to repalce it. We issued another courtesy of $36.99 to help the customer repurchase some of those lost items, but all our customers do have to repurchase anything they lost due to a system failure.

4-Upon the customer contacting our agent [redacted] to complain further and demand refund, our agent [redacted] did make an exception to our no refund policy and issued a refund for the recent charge of $31.99 which was applied when the customer reactivated their account.

We feel we have been very fair in this matter while working within all our policies that the customer agreed to when starting an account with eMusic. We feel there is no new matter that has been brought up that we didn't address and offer a solution for despite the fact that we were under no obligation to offer either any courtesy amounts or exceptions to our no refund policy.

We respectfully consider this matter closed.

Review: they have been charging me 31.99 for several months and when I called to dispute they have none of my information [redacted] stated someone could have stolen my card and she see I did not use any music downloads but they cant refund my money

Business

Response:

Couple things I need to resolve this.

Review: I joined emusic in oct 2012 and cancelled in the same month. for some reason, they have now started to recharged my paypal account for $15.99 and renewed my membership without my authorization. i've not even been back to the site since oct 2012. when I tried to contact them, there is no phone number for contact, even thought they say they have been in operation since 2005. when I clicked on their link about "contacting us for charges", the page is not found. when I clicked on "contact customer support", it redirects to a customer survey page. I believe this company is a sham and all the executive officers, with all their photos on the 'about us' page should be ashamed of how they are running this business.Desired Settlement: please refund my paypal account for $15.99, cancel my subscription and never authorize a renewal without my permission ever again.

Business

Response:

eMusic's Response: Please see customer support email from eMusic ticket [redacted]. We provided one refund. Please see a list of events on the account. The member says the canceled "The same month" I show that the member on Oct ** 2012 requested a freeze, which is known to members as an account hold. We offer the option of account hold in lieu of cancellation. It's a retention offer we implement in our cancellation process. The member did go to the cancellation process but accepted our offer of account hold in lieu of cancellation. The account hold selected by the member was for 90 days. That hold expired Feb * 2013 and that is why the member was billed. The member got a refund for this charge already, see support ticket [redacted]. The member supplied email address [redacted] to eMusic. When the account hold was chosen we sent a confirmation email to them confirmation their request. Also 2 weeks prior to the account hold ending we send an email informing the member that the hold will soon expire. From what I see we didn't trick or bill incorrectly here. Additionally you can find our customer support phone number in our FAQ/Help section of our site.

Review: I emailed emusic after finding out I had been charged 31.99 usd dollars on my statement account on my bank and was surprised. I contacted them and Told them I wanted to cancel there services but I was overseas at a funeral for my family and had just gotten back and forgot to cancel. This is really stressing me out as I did not want to be billed and only wanted a trial period. I had to grieve for me family members death and on top of that it put my bank account below 5 dollars and I can hardly pay my monthly bills as it is. I don't think they are understanding of the situation and I find it unfair they will not refund me for unused credits that are on my account which I just cancelled at the fear of being billed again. I do not remember a 31.99 agreement I had agreed to a trial and this has surprised me. I was 1 day late to cancel as I was overseas and did not make it in time to cancel and right away they charged me as I was stuck on a airplane and had no internet access on the [redacted] to cancel. I would like to get a refund as I did not use the credits and the under the circumstances I was a couple days late do to me being overseas and having no access to internet there.Desired Settlement: I would like a full refund of $31.99 they took away unauthorized from me. I have no need for these credits which totaled to 36.99 dollars. I just want a refund and I hope they would understand the situation and have some compassion as I tried to cancel overseas but had no internet access.

Business

Response:

We've reviewed the case concerning the eMusic account under the email [redacted]. Although we do have a very strict no refund policy all members agree to, we are going to make an exception to our no refund policy on the customer's behalf.

We have completely canceled the account under the email [redacted] and issued a refund in the amount of $31.99 directly to the payment method that was billed. Please allow the credit card provider 5-7 business days to process this refund.

Review: emusic has been taking a monthly amount of 9.99 without ant authorization from my MasterCard account since end of 2005 to ** June 2012. Attempts to contact them have proved to be futile although I have put a stop on any further payments been made.Desired Settlement: I would like a refund of all unauthorized money taken from my MasterCard account to be refunded.

Business

Response:

Before we can fully address this matter we would need to view the account in question. Unfortunately, there is not enough information here to help us locate the account in question on our database. We do not have any accounts associated with the email [email protected].

Review: I have been paying for a service without my knowledge (evidenced by the fact that I have been paying and using "audible" for this service). They give credits to download audiobooks or music. They refuse to give me a refund or the credits because the credits expire at the end of the month so I can't even use the credits I paid for.Desired Settlement: I would like a refund for the 22 credits I didn't use.

Business

Response:

According to our records, the account under the email [redacted] was registered on August **, 2011 for a 14 day free trial period of an eMusic Audiobooks membership. Per the terms of use all members attest to reading and agreeing to, one will be charged per the paid membership type they select during the registration process if they do not cancel their account prior to the end of the free trial period, or if they exceed their free trial balance, whichever comes first.

Review: I signed up for a trial offer to emusic.com. After I was billed in March I was refunded in Full which was great. Then

I noticed another charge in May so I looked and I was also charged in April. Called the company and they were only willing to refund the May charge. I asked to speak with a supervisor who stated I agreed to be billed again, which I did not. I asked to listen to the call so I could her the conversation and the Supervisor refused and told me if I wanted a refund I would have to call my bank and request a charge back.Desired Settlement: I want my 11.99 from April refunded

Business

Response:

According to our call recordings, the customer had called us on March*, 201* and spoke with our agent [redacted]. During the call the customer accepted a one time exception to our no refund policy for the charge applied on March *, 201* in order to give the customer a free month of service in exchange for keeping their account open.

The agent specifically noted that the cancellation was voided on the account under the email [redacted] and that billing would resume on April*, 201*. The agent also made sure to mention that the customer would need to submit a cancellation request before that date if they did not want to continue being billed. The customer acknowledged this information and agreed to those terms.

Despite this evidence, we have decided to make a final exception to our no refund policy in this case and have issued the refund of $11.99 for the charge applied on April*, 201*. Customer, please allow your credit card provider 5-7 business days to process the refund.

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 cancelled my subscription for their service within the 2 week free trial window and the organization refuses to issue a refund. I've also opened an unauthorized transaction dispute with my paypal account.Desired Settlement: I request a refund in the amount of $41.98, which is equivalent to the amount of charges that were drawn from my bank account.

Business

Response:

Case #: [redacted]

The account in question was under the email [redacted]. The account was registered for a 14 day free trial for both Music and Audiobooks on January 14, 2013. The free trial period ended on January 28, 2013 at which point the paid memberships for both Music and Audiobooks began. Unfortunately, the customer submitted their cancellation request after their free trial period ended which is the reason they were charged accordingly.

The customer did send us two emails requesting refunds on January 28, 2013, and our agent James replied to both of them. We explained our no refund policy regarding charges, and did set their account to cancel so they would not be charged further.

According to our account records, the customer disputed the charges with their financial institution. Once this happens, their financial institution is in control of those funds and will decide if they will process a refund on their behalf. Otherwise, the charges were applied correctly, and our no refund policy was explained during the email exchange.

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 signed up for a FREE trial membership and within 5 days I cancelled my membership online as directed since there is no way to actually contact any customer service. A few days later I was charge $31.99 from my debit card through my checking account. This caused an overdraft to my account because I was unaware and NOT planning for that charge to come out. On 1/**/2014 I contact customer service AGAIN requesting a refund. They sent me an email that gave me an and/or option..... I responded to the EMAIL to cancel and refund my account. Today I noted that my account HAS not been cancelled and that I have NOT received a refund YET either. When I called customer service after SEARCHING for their number they stated that they had NO documentation of my cancellation or request to cancel or that any refunds were to be issued. I stated that I was looking right at the email and that I wanted a refund immediately and that I could get a lawyer involved because I have all the documentation showing where I cancelled and requested a refund. The customer service rep was not very sympathetic and said she would CANCEL my account and issue a REFUND even though they don't normally do this but I would have to wait YET again another 5-10 days. I live pay to pay and can't afford to have monies removed from my account when not APPROVED and then wait OVER a month for a correction to be made. This is unacceptable and again now I have to wait and HOPE they refund me the money.Desired Settlement: A credit of 31.99 to my debit card/checking account immediately.

Business

Response:

Review: My name is [redacted], Emusic account number: [redacted] I joined eMusic.com on 9/**/12, paying a monthly fee (I believe $10.99/month) for music downloads. After several months, and discovering that their musical selection left a lot to be desired, I had only downloaded $19.40 of music. I decided at that point (2/**/13) to cancel my auto monthly renewal, with an ending balance of $35.99 of music downloads. For quite a while, this balanced was displayed in my account information, however, that balance has since disappeared. On 9/**/12, I spoke with a customer service representative name [redacted] (who reports to [redacted] - manager), and she informed me that after a short time Emusic believes that they can just consider your balance "free money" without providing any warning, or product or service, in exchange.Desired Settlement: It amazes me that companies still conduct themselves with such little integrity and character. I would like the $35.99 refunded, as I has no desire or intention to do business with Emusic.

Business

Response:

Unfortunately, the complaint is a bit unclear, but we can confirm that the customer went through the cancellation process for the account under the email [redacted] on January **, 2013. The account expired at the end of that billing period on February **, 2013 and per our terms of use that all members attest to reading and agreeing to, any unused balance does expire when the account expires.

Review: I am completely disturbed and disgusted by the business practices of eMusic. They have managed to go under my radar and continuously charge me 11.99 for the past year and a half for services that I have absolutely not utilized. The company has been operating in a very inconspicuous manner claiming to the consumers that they are buying into a membership and not communicating with its members whatsoever. I have only gotten ONE email on 2/**/12 that would tell me anything about this company or a membership that I was being charged for every month. I have seen absolutely no other other correspondence from this company to alert me that of this membership which a trial rolled over into monthly charges. It seems to be a part of their crooked and schemeful business practices to ensure that they keep consumers like myself unaware of their membership and the charges being assessed. I have a credit card with a low limit and I monitor my spending and pay it accordingly, unbeknownst to me charges were being drafted from my account. This company had decided to make itself invisible to me by not communicating to me the services that I clearly was paying for each and every month, these gestures would have allowed to see that I was a part of their membership that I didn't use and would have alerted me to cancel, but they decided to do just the opposite which is unfair, deceptive, and fraudulent. If I was further aware via email of your company and the charges being taken from me I would have made a decision immediately to cancel last year, but they hid to continue to take from me. I have been robbed of 263.78 and I want my money returned to me. These people are running a scam, and people like myself need to be further aware and protected from companies like this. Please assist with this matter.Desired Settlement: At this point, I have tried to resolve this matter with this company but they have only offered to return four payments to me. I checked my credit card statement and noticed that only three payments were returned which further fuels my complaint. This company is a disgrace and I desire to have all of my money returned to me which were payment accumulated over a course of 18 months at 11.99 a month. I would like for this matter to be investigated, this company to be exposed and all of my money returned.

Business

Response:

Our records show that an account under the email [redacted] was registered for a 14 day free trial period. 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. This information is shown on the offer page and repeated throughout the registration process.

Review: eMusic says I signed up for a trial subscription, which I do not recall doing. When the trial period ended my credit card was charged $31.99 AND 9.99 for a ebook services for several consecutive months. When I called them today to dispute this, they told me since I didn’t cancel the subscription after 14 days, my account was charged. They could easily tell from my account that I haven’t used it. They further said it was company policy to not offer refunds. I cancel a pyment on my credit card in October lasty year... and somoe how they were able to keep using it for another year. Since 2011 this compnay was charingin me 40 dollar amonth for somentinig that I never use ...Desired Settlement: They should stop doing that to everyone and refound the money theya are stolen from everyone

Business

Response:

Member was correctly informed that our records show an account under the email [redacted] was registered for both a Music and Audiobook 14 day free trial period. Because we did not receive a cancellation request for the account prior to the end of the free trial period, both Music and Audiobooks transitioned into paid memberships per the terms agreed to: the eMusic Fan Music membership for a recurring monthly charge of $31.99, and the eMusic Basic Audiobook Membership for a recurring monthly charge of $9.99.

We do inform members via their credit card statements that they are a paying member with eMusic. Each charge is listed as being from eMusic with a means of contacting us. Unfortunately, we did not hear from this member regarding charges until we were contacted by phone on March *, 2013.

Per eMusic’s terms of use, all charges are non-refundable.

We canceled the account under the email [redacted] and made an exception to our no refund policy for the most recent month’s charges of $31.99 and $9.99. In order to make any further exception to our no refund policy, we would need to see a cancellation request for the account under the email [redacted] dated prior to January **, 2013.

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:

I found the original promotion card.. (see attached copy). The first time I found they were doing that of course called them and ask to cancel the account... At the same time I immediately stopped the payment on my credit card (file attached) .. .. they never contact me to explain anything related to the account. I have bee paid 40US every month without receiving anything from them..

If you read the promotion card and see the results of try the "Free 14 days trial subscription" you immediately recognize that it is a big SCAM.

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

Sincerely,

Business

Response:

To address all concerns brought up for complaint #[redacted]

1-The offer cards do state that the offer is subject to emusic’s terms of use. The information regarding transitioning into a paid membership at the end of the free trial period is shown on the offer page where registration starts, repeated throughout the registration process, and again on the confirmation page when the account has been activated. eMusic provides ample information regarding the terms of the free trial offer.

2-Although there has been no usage on the account, members agree to be charged regardless of usage. Only by submitting a cancellation request through one’s account profile; or by contacting an agent via email, phone, or live chat can an account be canceled. No action was taken to cancel the account under the email [redacted] prior to March*, 2013.

3-None of the attached items show evidence of the member contacting eMusic regarding billing concerns for the account under the email [redacted] prior to the call to our call center on March *, 2013. Cancelling a charge with one’s credit card company does not cancel automated billing for an account and again, does not show any evidence that the member contacted eMusic concerning charges.

4-As mentioned in the previous response to this complaint, we did inform the customer that they were a paying member with eMusic via their credit card statements. We would have been happy to address any billing concerns had we been contacted when charges were first applied. Unfortunately this did not happen.

We at eMusic feel we have already made an exception to our no refund policy by issuing a refund for the most recent month’s charges. Since no evidence to support a claim of contacting eMusic prior to March *, 2013 to cancel the account under the email [redacted] has been provided, we will not be able to make additional exception to our no refund policy. We are considering this matter closed.

Review: I've been a member of this site for several years, where each month "credits" are purchased automatically from my [redacted] account. The credits can be used to buy music albums, much like [redacted]. But unlike [redacted], I just discovered that each month I didn't use the credits, they took my money anyway, and DID NOT roll over my credits. So basically, over the course of several years, each month they simply took my money, regardless of whether or not I decided to purchase any albums. There were at least seven months where I didn't even log into the website, and didn't purchase any music at all, and each of those months they took the approximately $17 fee. Furthermore, any month in which I didn't use all my credits, they took the remaining balance.

In other words, I think it's absolutely unethical that they're NOT rolling over unused dollars from month to month. If customers don't use their dollars, then why should eMusic take them? And it's only in the very fine print of the website that I discovered this fact. I'm guessing they make a good deal of their profits from people's misunderstanding of this policy.Desired Settlement: I'd like any dollar amount from months where I never even logged into my account to be fully refunded, and any remaining balance from months in which I only used part of my monthly fee to be refunded as well. And I'd like for them to change their policy across the board: all unused balance should roll over from month to month. It's my money, if I don't use it, eMusic shouldn't be allowed to take it from me.

Business

Response:

[redacted] attested to reading and agreeing to eMusic's terms of use prior to activating the account under the email [redacted]. Included in eMusic's terms of use is our no rollover policy regarding any spendable balance that is issued. Therefore [redacted] attested to reading and agreeing to eMusic's policy that any unused balance does expire at the end of each billing cycle and is not rolled over into the next billing cycle. As we at eMusic claim no wrongdoing in this matter, we are not going to be making any further exception to our no refund policy on [redacted]'s behalf. We have already made an exception to our no refund policy during the call to our call center on November **, 2014 by issuing a refund for the most recent charge applied and canceled [redacted]'s account under the email [redacted]. We will not be making any other exception to our no refund policy. [redacted] may want to contact [redacted] to file a dispute for any other funds he may feel entitled to.