eMusic

Review: Set up a free trial Sept. *, 2011. Attempted to cancel membership at end of free trial Oct. *, 2011. Was told by Emusic Customer Service that "The cancelation must not have gone through." I was charged $11.99 per month since Oct. 2011 till present (May **, 2013) yet I have never used the account believing that it was cancelled. Contacted Customer Service Manager and was told that they could only refund 4 months of charges according to Emusic policy. Since I had not canceled the service, they were free to charge me the monthly billing amounts.Desired Settlement: I would like Emusic to refund the full monthly billing amount that was debited from October 2011 till May 2013. I proceeded to cancel the trial service as their computer showed, so I had no intention of using the service and have not used the service since the date of October 2011.

Business

Response:

We reached out to the customer since we noted that we had not received an email from them in the past regarding charges, and their complaint did not contain any information which we could use to bring up the account in question.

Review: I cancelled my emusic account on 09/**/14 cancellation reference# [redacted] .I had $1 left in my account so on 09/**/14 I called back emusic to ask them how I can use the remaining balance in my account? I spoke with [redacted] about it,& he told me that I couldn't since I cancelled my account.[redacted] recommended that I purchase from emusic website Booster pack $5 which allows me to download music without reactivating my account.which was a good suggestion I purchased the $5 Booster pack plus I used the remaining balance.To my Surprise I noticed on my credit card statement charges from emusic for $15.99.I further looked at my previous statements going back all the way to September month I saw $15.99 didn't realize that emusic never stopped charging my credit card.I called emusic on 12/**/14 spoke with [redacted] about why was I still being charged $15.99 when I cancelled the account? he told me that I reactivated the account on 09/**/14 Because Instead of buying Booster pack I accidentally.I told him that not true I have another charge on my credit card on 09/**/14 corresponding that date with the charge & I didn't reactivated.I asked for 3 months of refund back on my credit card because I never even knew that the account was active when I cancelled it on 09/**. [redacted] said I can give you credit on your account,but can't refund your moneyDesired Settlement: refund-credit card

Business

Response:

We at eMusic have reviewed the calls in question between [redacted] and our Customer Service staff.According to a call on September **, 2014, between [redacted] and our Customer Service Supervisor [redacted], [redacted] only had $0.39 on his account and this amount is not enough to purchase a single track on our site. As a result, [redacted] was seeing an upgrade prompt message when he tried to purchase a track. [redacted] had called in previously and asked us to set his account to cancel. His account was due to cancel on September **, 2014. [redacted] explained that the message he was seeing was a prompt to upgrade his account which would keep his account active. If all he wanted to do was get a few more songs before his account expired, he would be better off getting a Booster pack. He could purchase the lowest priced Booster Pack we offer, which is $5.00, and he'd have until his account canceled to use that amount. [redacted] explained that if [redacted] took the upgrade offer, that would void his account cancellation and keep his account active so he would continue to be billed. He advised against doing the upgrade and strongly advised going with a Booster Pack. According to our call recording, [redacted] felt the upgrade was a better offer and felt [redacted] had explained bothoptions very well. According to our records, [redacted] took the upgrade option instead of the Booster Pack option and since that kept his account active he was billed accordingly.We have a very strict no refund policy that all members agree to, which was explained during later calls with our Customer Service department. We did offer to issue a courtesy credit which replaced two months of expired membership balance, but this offer was refused.Unfortunately, [redacted] has since filed a dispute with his credit card provider. As a result, we are no longer in control of the funds that have been disputed, this total amount is $51.97. When a dispute is filed eMusic is no longer in control of the funds being disputed and any refunds would be meted out at the discretion of the credit card provider. We are very sorry to say that under these circumstances, we are unable to offer any exception to our no refund policy.

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] emusic is Lying. I would love to hear the recording because it will show that they are doing a shady business with customers! True I called about using what's left in my account like I mentioned in Revdex.com complain.But I did not authorize nor did I agree to reactivated my account!once [redacted] realize that I wasn't Interested in reactivating my account he suggested that I purchase the booster pack for $5 to avoid to reactivate my account & that's exactly what I did purchased the $5 booster pack! I'm honest & responsible person that I have [redacted] credit score I don't need to play these kind of games or con a business, I just want what was bill to me fraudulently & without my consent!

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

Sincerely,

Business

Response:

FINAL RESPONSE was already given to this matter. We have already explained that no one at eMusic took any actions with regard to [redacted]'s account under the email [redacted] which resulted in his account remaining active and being billed. [redacted] took all the actions to upgrade his eMusic account under the email [redacted] himself. He was informed that taking actions to upgrade his account would leave his account active and would void his cancellation request. [redacted] acknowledged our agent [redacted]' explanation and stated he was satisfied with the details he was given. After he completed the call with our agent [redacted] on September **, 2014, [redacted] clicked through the upgrade process on his account himself and opted to be charged the $4.00 for the upgrade as well as keeping his account active. Again, [redacted] was informed that if he did go that route, he would void his cancellation request and would keep his account active. Additionally, [redacted] was informed that if he did not opt to cancel his account after doing the upgrade, his account would remain active and be charged accordingly. In order to avoid this, [redacted] was informed that he needed to re-submit his cancellation request. [redacted] did not re-submit his cancellation request, so his account remained active and was charged accordingly. We are not offering any exception to our no refund policy as [redacted] took all the actions himself which resulted in his being charged. We did need to mention that since [redacted] has already disputed the charges with his financial institution, those funds are now no longer in eMusic's control and any refunds issued will be at the discretion of [redacted]'s financial institution. It may be possible that [redacted]'s financial institution will deny any refunds as the charges are legitimate, but [redacted] will need to take that up with his financial institution if he feels dissatisfied with that outcome.We at eMusic claim no wrongdoing in this matter and have already explained our position. We will not be continuing to correspond on this complaint string and we respectfully request that the Revdex.com [redacted], please consider this matter closed and please close this ticket.

Consumer

Response:

Reference# for cancelling my emusic is [redacted].But the complaint is not about whether I cancelled,emusic proved my complaint by confirming in their response that I called on 09/**/14 & Cancelled. The question to emusic is why did they reactivated my account without my knowledge or consent.I was charged $51.95 for not even downloading music or no music purchased.its not fair to charge or reactivated customers account without their consent.I would like refund back on my credit card.Thank You,[redacted]

Review: Company was asked to cancel account 1 day later. Offered alternative save techniques to try and avoid cancellation. Offers were declined. Told account cancelled and had till August to change mind. Not to be billed anything because cancelled day after setup account. Account was free for 7 days. 7 days later get pending bill for 31.99. Account was never used during this time and was thought to be cancelled as agreed. This all came about because of a deceptive survey I took that apparently pays someone for signing up people to emusic. Never said was charged 31.99 after 7 days and emusic offers much lower plans I have since learned.Desired Settlement: Reimbursement to credit card for full amount and company to stop using deceptive practices. Company appears to reward employees for avoiding cancellations. Even when it means lying to customer and advising the account is closed.

Business

Response:

According to our records, the account under the email [redacted] was registered on July *, 2013 for a 7 day free trial period with a $10.00 free trial balance. Per the terms of use all members attest to reading and agreeing to, one will be charged per the membership type they select during registration at the end of the free trial period, or if they exceed their free trial balance, whichever comes first.

Review: I responded to an offer for free music which I received when I purchased a new mp3 player. The offer was for 20 free songs with a trial membership. Today was suppose to be the last day of the free trial membership, so I went on the website today to cancel, and I was not able to do so. Every time I click on the "cancel account" tab, the page prompts me to add my payment information. When I signed up, they stated that I was suppose to be able to cancel at anytime! I then tried to contact someone at the company for assistance, and that is when I discovered that there was no valid phone number or email address for me to contact anyone at. That is when I also found out that this company has numerous complaints against it, for the same reason. I am a fairly reasonable person. I just want to be able to cancel my membership. I do not want to be charged in the future for a service that I do not want. I probably shouldn't have waited until the last day to cancel, and they will probably try to charge me the $11.99 for 1 month's worth of service. At this point, I don't even care about being charged for the one time, I just want to be able to cancel my account with them and have the peace of mind of knowing that there will be no more charges in the future. Please help.Desired Settlement: I want my membership to be cancelled.

Business

Response:

According to our records, the account under the email [redacted] was activated through an eMusic 14 day free trial offer. Per the terms of the free trial offer, once the free trial ends, the account will automatically transition into the paid membership selected during account registration, unless one cancels their account prior to the end of the free trial period. The account under the email [redacted] was supposed to transition into a paid membership when the free trial period ended March *, 2015, but we could not successfully charge the payment method on the account for the membership fee owed, and the account fell into delinquency.Once an account goes into delinquency, one can only update payment method and reactivate their account, or contact customer service to request account cancellation. Our records show that we were contacted for cancellation, and our agent [redacted] did completely cancel the account under the email [redacted] on March *, 2015 . No charges were applied to this account. We believe this matter has been resolved.

Review: I found out about the emusic.com subscription through an online tool called [redacted] that alerted to me the fact that they have been reported as shady merchants. I realized that I had no idea what it was, so I called them up. The charge was for $12/ month. When I called them up, I found out that I had been charged this amount since May 2007, and had never once used the service, nor had I ever received an email from them or an invoice. I will admit that I signed up for it as a 15 day service and opted out of email subscriptions.

This company also jumped over cancelled cards, expired cards...

They've offered 6 months reimbursement. I want them to be held accountable to more.Desired Settlement: I want more than $72 from the $1000 that they ripped off from me.

Business

Response:

According to our records, [redacted] registered an eMusic account under the email [redacted] on March**, 2007 and received a 14 day free trial period. During the 4 step, manual entry process, [redacted] selected a paid membership type and attested to reading and agreeing to our terms of use prior to activating an account with us.Per our terms of use, if one does not cancel their account prior to the end of the free trial period, one's account will automatically transition into the paid membership type they selected during the registration process. The billing for eMusic memberships is applied automatically per the terms of the selected membership type and this billing is independent of usage. In order to no longer be billed for membership, eMusic must receive a cancellation request, either through the cancellation process on the site, or by contacting an eMusic Customer Service agent via email, phone, or live chat. Because there was never a cancellation request submitted for the account under the email [redacted] since it had been activated, the account remained active and was charged accordingly. As [redacted] had attested to reading and agreeing to our terms of use prior to activating the account under the email [redacted], [redacted] has also agreed to our strict no refund policy regarding charges. 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. As [redacted] did agree to those terms, we claim no wrongdoing in this matter. [redacted] was billed exactly as he agreed and authorized eMusic to bill him. We did inform [redacted] that he was a paying member with eMusic vis his credit card statements. Each charge was listed as being from EMUSIC.COM and may have had an additional means of contacting us listed. 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 are under no obligation to make any exception to our no refund policy, and additionally, we are under no obligation to make any exception to our no refund policy for any charges that are beyond 60 days old. Our offer is to go above and beyond that policy and issue a refund for the last 6 charges of $11.99 each that were applied, for a total refund of $71.94. We feel this is a fair offer considering we're seeing no evidence of [redacted] submitting a cancellation request for the account under the email [redacted] prior to contacting us on November*, 2014. We will not be offering any further exception to our no refund policy. If [redacted] would like to accept this offer, he may contact eMusic customer service again to accept it and our agents will make that adjustment. If not, [redacted] may want to file a dispute with their credit card provider for any funds they feel entitled to.

Review: I dont know how emusic.com can get my credit card information recently. They kept on taking money from my credit card(I dont use this credit card offten but I didnt canceled it because it is not an usa credit card.) since Oct.2013, I didnt sign up any thing with them and didnt give them approval to use my credit card. I didnt notice they took money from my credit card until recently, so I called them and asked them what happened, they insisted that I had did something with their so called services. They said the money cant be refuned even you didnt use it. But I mean how do I know that I start a service? You guys had all my information, if I really did sign up for services, I am assuming you will send me a notice email or something.But emusic.com never did! I asked them stop the services, they said they need to do paperwork but dont know when will be finished. WHAT CAN I DO WITH THIS? So far, I havent get any email from emusic.com since Jan.**. The only solution for this, VOID MY CREDIT CARD!Desired Settlement: First of all, whole refund.

second, apologize and tell me where and when did they get my information?

third, make sure they wont share my information with others.

Business

Response:

We apologize for any frustrations. Our records show that an account under the email [redacted] was registered for a 7 day free trial period on September **, 2013. 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 supposed to transition into the eMusic Fan membership for a recurring monthly charge of $31.99 on September **, 2013. However, we could not successfully process the charge for the membership fee owed and the account fell into a delinquent status. Because we were still owed the membership fee per the terms agreed to, we continued to try to process the charge until successful on Oct **, 2013. This account went into delinquency again on November **, 2013 and came out of delinquency on December *, 2013.

Review: I called my bank today to check my balances, when I was listening to the automative call I heard a charge I did't recognize I ask about it and my bank told me it was a charge from emusic.com I told them I have never done business with them. I got the phone number to call them from my bank, I called and ask why I was charge she tried to get me to give her my email which I did't and ask her what she had for an email for me she said that it was a hotmail I have never been signed up with them I told to get this cancelled right now, I then called my bank to try to do a dispute this since this has been going on since Oct. 2012 they can't do it, so the representative had me stay on the phone while she called the company she spoke to [redacted] he was no help so she asked to speak to a [redacted] the she spoke to [redacted] she was only willing to give me $71.91, I won't expect this they have taken $299.00 from me I have never recieved anything from this company I want my money back. I never siged up for this I just want my MONEY back and they are not willing to do this,. Please help me to resolve this and return to me my money.Desired Settlement: I hope this company has dignity and returns my money back for something that I did't ask for and didn't know anything about. They should be able to return my money if they have any creditability.

Business

Response:

The complaint doesn't contain any information connected to the account in question. Please reply back with the email address the account in question is under and the last 8 digits of the credit card that has been billed. Until we can pull up the account in question, we cannot address this billing concern.

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]

No I haven't gotten my money back, here is what you are looking for my last digits from the card that was used is [redacted] the email you asked for I never had which I was told by emusic.com that it was hotmail never had account with hotmail. I sure hope you will be able to get my money back.

thank you,

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

Sincerely,

Business

Response:

Thank you for your follow up message and including the last 8 digits of the credit card that was billed.

Our records show that an account under the email [redacted] was registered for a 7 day free trial period on October *, 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 Basic membership for a recurring monthly charge of $11.99 which went into effect on October **, 2012 when the free trial period ended.

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

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. Your credit card provider approved those charges based on that information being verified.

We also did inform you that you were a paying member with eMusic via your credit card statements. Each charge was listed as being from emusic.com and may have 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, and 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 would be willing to make an exception to our no refund policy on your behalf, however it would be for only the last two charges that were applied as they are within our 60 day period for disputing charges. That would be the last two charges of $11.99 for a total refund of $23.98.

If this would be agreeable to you, please let us know and we can make that adjustment. If not, you will need to file a dispute with your credit card provider for any funds you feel entitled to.

In the meantime, we are confirming your account under the email [redacted] to cancel and it will expire on October **, 2014. You will no longer be billed for this account.

Review: Emusic was very rude actually hung up on a conference call between [redacted], emusic and myself saying the phone was breaking up repeatedly through out the conversation yet hearing what I was saying most of the time! emusic kept denying my charges with [redacted] and I was trying to use their services [redacted] conferance called emusic so we could all work it out. Obviously that woman had very poor customer service skills. Her name was [redacted]... The other woman (from [redacted]) name was [redacted] EIN:[redacted]. [redacted] was very helpful and tried her hardest to get emusics service working for meDesired Settlement: I purchased 2 mp3 players for my daughters for christmas I want the free 20 songs (each mp3 player) that came in each box and the $25 of music entitled to new subscribers.

Consumer

Response:

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

Sincerely,

Business

Response:

Unfortunately, we are not able to find a recording of the call in question where the customer was on a conference call with [redacted] and our agent. However, I have been able to listen to two other calls to our call center and one of them being with the agent [redacted], who was mentioned in the complaint.

Both our agents were polite and helpful, and [redacted], in particular, was very nice and helpful during her call.

The problem was that the customer attempted to use [redacted] as the payment method when trying to register an account with us. When customers register an account with us, we require a payment method to be verified with a temporary $1.00 charge. That charge would not go through after multiple attempts, so the account (under the email [redacted]) could not be activated.

The customer couldn't understand why this was happening since she knew she had money available in the account and was calling to try to find out what was going on. The call with [redacted] happened after she had contacted [redacted] and [redacted] informed her that our system was attempting to process the charge to a credit or debit card and not her bank account.

Our agent [redacted] correctly informed her that we have no idea what is connected to a [redacted] account as far as the source of funds, all we can tell is that we're attempting to charge a customer's [redacted] account, and that charge is not going through. We can only explain what we're seeing on our account records and can only suggest they use either a different payment method, or contact [redacted] to try to find out why our charge attempts are being declined. The explanation the customer is saying came from [redacted] is not something our system does, nor anything we would have any control over. Unfortunately, beyond explaining what we're seeing on our system, there was nothing else we could have done to assist this customer. We do apologize if there was any perceived rudeness.

Review: Back in 2012, I enrolled to emusic.com for their free trial. After my 30 days were up, I called to cancel my service. But, every time I call I can not get a live person on the phone. I left several messages and emails to this company.

Business

Response:

We reached out to the customer regarding this complaint. We explained that we are not seeing any evidence of a call or email being sent to us regarding the account under the email [redacted]

Review: purchased a wireless router with a offer of 35 free downloads from emusic and 1 free audio book.

attempted to download the 35 songs and instead was given a alloted credit amount of 17.50

price of downloads varied from 49 cents for the less desirable music to 89 cents for the more popular music.

downloaded about 23 songs and had some small amount left unused.

contacted emusic as there were problems with this download with 2 songs.

1 song did not appear in download [redacted] until after transfer of files to my library(dupe of )

2 song was not even selected but went to download [redacted]

contacted emusic inregards to this problem and was told I would be given credit equal to the two songs in error but that the 35 songs was based on selecting songs costing only 49 cents. I advised emusic (all via email) that there was no notice or restrictions on the offer. emusic stated they would grant me an additional five dollars if I continued the 1 year subscription at 11,99. told by emusic rep to erase all previous downloaded music before attempting to download the two replacement songs. I did as they advised even deleting the emusic from my hard drive and mp3. made the two music selections and successfully added them to my mp3 then I noticed the emusic from the first download was back in my music library, I thought great. no the artist name and song info was there but some had no data others duplicated for no known reasons(5 of the artist's songs) the twenty plus songs were lost. contacted emusic told sorry no further credit(?) or responsibility but they would like to take control of my computer to fix my download problem or identify it. I emailed them stating that I did not request additional credit or different music just the music from my first download that I was intitled to. the music is assigned to my account and I even identified the artists in questioned. why would I turn my computer over to them for such a simple fix. also it was thru their second download that things went crazy. at no time did I request new or different music. the free trail was for 14 days do they continued to drag their feet responding to my emails. further the most recent email from a [redacted] stated that I was at fault and that I should have only deleted the two songs in error and that nothing would be done until I turn my computer over to them. I never downloaded the free audio book for fear that would cause even greater harm. I did send another email stating that their email advised me to delete all emusic from my files prior to attempting the second download. and that if that was in error why would they advise it(delete) and why would the second download restore some of the deleted music?Desired Settlement: for emusic to make good on replacing(restoring ) the music lost after the second download. like others who attempted the 35 free downloads only to learn that was untrue . and for the Revdex.com to downgrade this company even further

Business

Response:

FINAL RESPONSE

Review: Emusic.com has been debiting 10/mo from my account for 2 years!! I have deactivated my account and still, the charges keep coming. I went online to cancel the account and anywhere you click to cancel brings you back to your account page where it is impossible to cancel the account. It is a racket! There is no way to contact them, no way to cancel. Unbelieveable!!Desired Settlement: I want my money back! And I would love to see them fix their website so others do not face this same issue

Business

Response:

Our records show that an account with the e-mail address [redacted] was registered on May **, 2009 for a 14 day free trial period of eMusic Audiobooks.

All new members are asked to select a membership plan during registration. One’s membership begins and their credit card is charged once the free trial period ends, or the free trial balance is exceeded, whichever comes first.

Because we did not receive a cancellation request before the trial period ended, the trial membership rolled into an eMusic Basic Audiobook membership on June *, 2009 with a recurring monthly cost of $9.99.

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.

Part of this complaint refers to a cancellation request being submitted, but we see no evidence of a cancellation request being submitted for the account under the email [redacted] prior to January **, 2013.

Additionally, we did inform the customer that they were a paying member with eMusic via their credit card statements. All charges are listed as being from eMusic with a means of contacting us. The phone number for the call center had been listed with the charges until recently when that was changed to a URL address to our site where one can contact us via email, or live chat as well. Thus, there are several ways we have available to contact us regarding charges, or if they were having difficulty with cancellation.

Per Section 6 of eMusic’s Terms of Use which all members agree to when registering for an eMusic account, all charges made during the subscription period are nonrefundable. However we will make an exception to our policy and issue a refund for the last two charges of $9.99 that were applied for a total refund of $19.98.

However, any other 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. The customer will have to file a dispute with their credit card provider for any additional funds they feel entitled to.

Review: I joined emusic on 3/**/2014 for the music that was in their catalog. They have completely changed their music catalog to indie labels and I cannot find the same music to download that I originally joined for. I contacted them to explain this and see if I could be refunded the remaining months left which would be around $47.00 ( $99.99 + $42.33 upgrade) but was informed they have a no refund policy. My problem is that the product I purchased is not the same now-they changed their format and expect customers to pay for a service that is not the same asDesired Settlement: $47.00 refund

Business

Response:

While it is true that eMusic's agreements with the three major label groups have ended, and as a result their content has been removed from eMusic and is no longer available for downloading; all members attest to reading and agreeing to eMusic's terms of use which do indicate that eMusic reserves the right to change any aspect of the service, at any time, with or without prior notice. Additionally, our terms of use indicate that our agreements with labels can end and in such a circumstance that content will be removed from the site and no longer available for downloading. Therefore all members, including [redacted], agree to use eMusic under the expectations that-1-eMusic reserves the right to be able to change any aspect of the service, with or without prior notice being given2-That content can be removed from the site if our label agreements end. Additionally, our no refund policy is contained in the terms of use all members agree to, as well as our own 60 day policy for disputing charges.Furthermore, [redacted] used [redacted] as his payment method. Unfortunately, [redacted] will not process a refund for any charge that is over 60 days old. As [redacted]'s charge for the eMusic Plus Annual membership was 9 months ago on March**, 2014, that is well beyond 60 days old and is completely non-refundable per [redacted]'s policy. As a result, our agent [redacted] offered a complementary $33.98 amount that we would add on to [redacted]'s account, which is an amount equal to two of his usual monthly spendable balances. As [redacted] only has three more monthly cycles left until his current annual membership ends, we felt this was the best and only option we could offer for a good resolution. We could up that complementary amount to $50.97, which is equal to three of [redacted]'s monthly spendable balances, basically doubling up his spending power in this last three months of his annual membership. This would be our final offer. If this would be acceptable, [redacted] can let us know through here and we'll add that amount on to his account. In the meantime, we've made sure to confirm the cancellation request for [redacted]'s account under the email [redacted]. The account is set to cancel as he requested. He will have full access to his account until it expires completely on March**, 2015.

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:

emusic is basically offering me more of their product that I cannot use. If their music catalog still contained music that I cared to buy and download the offer would be very fair. If they would simply offer a refund instead of applying it to credits I cannot use.

[Your Answer Here]

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

Sincerely,

Business

Response:

To clarify eMusic's position on this matter, we are not offering to make an exception to our no refund policy for this case. A refund is out of the question as the original charge was applied well past our own 60 day dispute policy all members agree to in our terms of use. 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. This was mentioned in our original reply. The offer to issue a courtesy amount of $33.98 to [redacted]'s still active account will remain available as long as the customer maintains an active eMusic membership. If [redacted] would like to accept this offer, we'll be happy to issue that courtesy amount to his account.As we feel we have responded to all of the customer's questions, 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:

As I stated previously, since emusic dropped the music catalog that I signed up with emusic to enjoy, I have no use for the product they now offer. It is like I paid for a Cadillac and it has suddenly changed into a Yugo- not the product I signed up for. Offering me more of their product is unacceptable.

[Your Answer Here]

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

Sincerely,

Review: I signed up for a free 14-day trial for music downloads in conjunction with my recent purchase of a Trio tablet. I've made every attempt to cancel the free subscription before charges go into effect but cannot get a response from customer service (###-###-####) or an address to write for action. My trial ends on January **2014. I was only able to download 6 of the 20 songs promised. Things that start bad usually end bad. I want out.Desired Settlement: Do not charge my account!!!

I could not remember my password. When I received confirmation for a new one this is the acct number I received: [redacted]

Business

Response:

We certainly are very sorry to hear of any troubles you've been having contacting us. We aren't sure why you are having such trouble getting in contact with us. We offer three options for contacting eMusic, phone, live chat, or email.

Review: I have tried to cancel my membership many times, but they keep charging me a monthly fee. Most recently, on Sept *, 2013 they emailed me to say "The eMusic account associated with the email address "[redacted] is now canceled." However, another charge was just posted today [9/**/13].Desired Settlement: I would like a full refund of every payment I've made to them to date and my card info deleted from their system.

Business

Response:

The customer had activated more than one account with us and in previous communications with us, we had not been given any information that was connected to a second account, so we were unable to cancel it on our end.

Review: The advertisement came with a new tablet from Kyros which said my daughter could get a $10 worth of gift music. Once at the referred link there was no such offer but instead a $25 offer to sign up, test the site and then discontinue within 14 days if not happy with the service. On 7/*/13 we registered and since July [redacted] we've tried everything to reach eMusic.com to cancel the account but there is no way to reach them. I have it all recorded with screenshots as well as video clips as I have tried to cancel the account in many ways but they have made sure there is no way to cancel the account unless I provide a new credit card information (clearly they want to charge more!). I see many complaints on this site now with a simple Google search with many calling the business a scam.Desired Settlement: I like an official response from the company stating the account is cancelled that also shows balance due is zero (as it should be).

Business

Response:

We have sent the following message to the customer in response:

Review: On 12/**/2012, 01/**/2013,and 02/**/2013 emusic. com charges $11.99 when I hade put my account on hold also at the time I put the account on hold I hade a balance of $ 4.00Desired Settlement: I have close out my account with emusic. com and I want my money refunded a once

Business

Response:

Member had two active accounts with us. The account that was put on hold was under the email [redacted]. The second account that was activated and not put on hold was under the email [redacted]

Review: My credit card was charged for a service I did not request nor use. I attempted to contact this company and they no longer take phone calls. When you call the number is has a pre-recorded message stating they no longer offer phone support and they best way to contact them is to email them. No email address could be found on their website. The only way to get an email address is to login and I have no login information.Desired Settlement: I would like the $99.00 that was charged to my credit card to be refunded immediately.

Business

Response:

Although eMusic no longer has the resources to offer phone support, we do accept emails. One can contact us via email by going through any of the Help topics on our Help/FAQ pages. One does not need to be logged into their account to access the help pages and contact eMusic customer services. [redacted]Every topic on our help pages contains an email link, and the main help page has a "Quick Contact Links" if one just scrolls down the page a bit. One of those links is a "Contact us about charges" link, which brings customers to a page where they simply need to choose whether they are a paying member with eMusic, or an ALC member. Clicking the membership link would bring one here:[redacted]Where we have questions and answers about membership and charges, as well as an email link that floats down the page with one as they scroll down.Clicking the email link brings one to this page, where they can fill out a form to contact eMusic Customer Service. But again, one could have used any form, from any of the help page topics to contact eMusic Customer Service. Please do contact our eMusic Customer Service team as they will be happy to address this billing concern.

Review: I cancelled my monthly subscription with emusic.com in January of 2014. I have the email exchanges, dated, to prove this. In March of 2014, and again in April of 2014, they billed me (twice each month) a total of $21.98 each month (a total of $43.96)Desired Settlement: An immediate refund to all charges made to my credit card since January, 2014. Remove all of my personal information, and my credit card information, from company records.

Business

Response:

According to our records, the account under the email [redacted] was never set to cancel, but rather put on hold by the customer. The hold request for the account was for a 90 day hold period which started on December **, 2013 and ended on March **, 2014. During the hold period there were no charges applied.

Once the account reactivated from the hold on March **, 2014, the membership charge was again applied.

Our email records do show that an email came in from the customer on January **, 2014 asking for a cancellation, but we replied back with an offer if they wanted to keep their account active and asked them for a reply back. Our message went out on January **, 2014 and their account wasn't set to reactivate from the hold until March 13, 2014, so there was plenty of time for the customer to reply back before they were billed again.

Our email records show no evidence of the customer sending a reply back to our email from January **, 2014.

The customer states that they have documented emails they sent us. Please have the customer send an email to [redacted]. We will need screenshots of their email's sent box showing that they were replying directly to our message from January **, 2014 and also clearly showing the dates any replies were sent. They cannot be copied and pasted text onto a word document, we need to see screenshots of the replies in their email sent box in order to offer a full refund of charges. As long as we get this evidence, we will certainly issue refunds for the last two charges that were applied.

In addition, please make sure the customer knows that because they paid with PayPal they must send this evidence to us no later than May **, 2014 as PayPal will not allow a refund to be processed if it has been too long after a charge is applied. Please also note that the customer must still have their PayPal account active in order to be refunded to that payment method.

We look forward to receiving the customer's email very soon.

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:

In my original complaint I uploaded a file, a photograph of a screen capture, which I beleived showed the company's email to me on January[redacted], and also showed my email response to the company on that same day. I was mistaken, the file I originally uploaded did not show my reply. I am attaching a file to this response which shows my reply to their offer, on January[redacted]. I will also copy and paste that email here, and am happy to forward it to any email address you wish.

Here is the copy / paste of my email:

?

to ALC

Thanks for writing back. I'm not upset about being billed (or about anything). I wasn't billed unexpectedly. I have my account deactivated now and can't figure out how to close it without reactivating. So I will chose option 1, close my account, but it's not because I'm upset. I'm just not going to be buying anymore music or books.

Thanks,

Hello [redacted],

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. One of these is the reason you have been charged.

We understand you are upset about being billed, and while we do have a no refund policy all members agree to, we would like to offer you an option:

1-We can completely close your account under the email [redacted]

OR

2-If you’d like to stay on as a member, we would be happy to set you up to receive your next month of service for free!

We believe we are one of the best values for online music and audiobook downloading. We’d love to give you a chance to see that for yourself.

The choice is yours! Let us know which option you would like and we’ll make the appropriate adjustment to your account.

We look forward to hearing back from you.

Sincerely,

Describe Problem

My account is currently deactivated (by me). I'd like to cancel my account, but that link seems only to be available if I reactivate my account. It seems likely that doing so will incur a charge to my credit card, so I'm writing to ask you to cancel my account.

Thanks,

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

Sincerely,

Business

Response:

Thank you [redacted],

That was exactly what we needed to see. We have completely canceled the account under the email [redacted] and have refunded the charges applied on March **, 2014 and April **, 2014. You will no longer be billed for this account.

Please allow your credit card provider 5-7 business days to process the refunds.

Thank you again for your patience and cooperation.

Review: I signed up for a "free" trial offer, however I was charged 31.99 twice for music I did not download. I tried to contact the company by phone and email with no response.Desired Settlement: I would like to be reimbursed for the charges.

Business

Response:

The complaint states that the customer attempted to get in touch with us via email and phone but have not been able to get in touch with customer service. We're not seeing that the customer contacted us via phone, however we do see that we received an email from the customer on April **, 2014 regarding the account under the email [redacted] and we replied to that message on the same day, April **, 2014 with the response below:

Date:

4/**/2014 5:13:02 PM

Hi [redacted],

Thanks for contacting eMusic. We're sorry to hear that you've had trouble getting in touch via phone. We know of no reason that there would be any issue getting in touch with us. Could you let us know more about the trouble you've had so we can look into it further?

As for your account, our records show that an account with the e-mail address [redacted] was registered on January **, 2014 for a 14 day free trial period with $9.80 free trial credit.

All new members are asked to select a membership plan during registration. Your chosen plan was the eMusic Fan membership. Your membership begins and your credit card is charged once the free trial period ends or the free trial balance is exceeded, whichever comes first. Your trial membership rolled into a paid membership on January **, 2014 with a recurring monthly cost of $31.99 because we did not receive a cancellation request before the trial period ended.

The terms of the offer and membership plan are detailed and repeated throughout the registration process as well as in the Terms Of Use that all eMusic members agree to prior to signing up for an account.

We do have a strict no refund policy that all members agree to prior to activating an account with us, so a refund request is the only thing we cannot assist with.

We are confirming your account under the email is set to cancel and will expire on April **, 2014. You will have full access to your account until that date and you will no longer be billed.

If you'd like to change your mind and stay on as a paying member with eMusic, we would be happy to set you up with your next month of service for free. If this is appealing to you, please let us know and we'll make the appropriate adjustment.

Sincerely,

We have not received any reply to this message from the customer.

The customer did attest to reading and agreeing to our terms of use which included both that they would automatically be charged when the free trial period ended, and that all charges are non-refundable.

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:

[Yor Answer Here]

I did not receive an email from this company.

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

Sincerely,

Business

Response:

FINAL RESPONSE

The complaint from the customer was that they contacted our offices to question the charge that was applied and that our offices did not respond to their email.

We have provided proof that we did reply to their email, and we have received no reply back from the customer to the email we sent. We are attaching additional proof that we responded by showing the email string directly from our email service. The customer cannot reject our reply by simply stating that they never received an email from us when we have provided proof that we did send a response and addressed their concerns. Their email service may have filtered our email into their junk or spam folder.

As we feel we have responded to the complaint and provided proof that we did address the matter via email, we respectfully consider this matter closed.

Review: I signed up for a free 14 day trial back in October 2013 I never used it cuz it wouldn't work on my pc.. Found out on April * that they have been charging my card every month for something I never have used!!! I tried calling to get it figured out and there# is out of serviceDesired Settlement: I want my money back!! I never used them!!

Business

Response:

[redacted] did contact us via email on April *, 2015 regarding charges for an eMusic account. We at eMusic replied to that email with this response, which does explain the reason [redacted] has been charged for an eMusic membership:Hello [redacted],Thank you for contacting eMusic Customer Service.Our records show that an account under the email [redacted] was registered for a 14 day free trial period on October *, 2013. 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, your account was supposed to transition into the the eMusic Premium membership for a recurring monthly charge of $20.99 on October **, 2013, but we were unable to successfully charge for the membership fee owed, and your account fell into a delinquent status.Because we were still owed the membership fee per our terms of use, we continued to try to process the charge until successful on November *, 2013.Please note that all members agree to be charge automatically per their selected membership plan. This billing occurs independent of usage. In order to cease being billed, one must submit a cancellation request fortheir eMusic account.Since we never received a request to cancel the account, the account remained active and was charged accordingly.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.Your credit card provider approved those charges based on that information being verified.We also did inform you that you were a paying member with eMusic via your credit card statements. Each charge was listed as being from emusic.com and may have 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 are not able to issue you a refund for charges incurred during your membership. Per Section 6 of eMusic’s Terms of Use which you agreed to when you registered for your account, all charges made during the subscription period are nonrefundable.As requested, we have set your account under the email [redacted] to cancel. You will have full access to this account until it expires on May *, 2015. You will no longer be billed for this eMusic account.If you are having trouble accessing the account now that you have the log in email ID, let us know as we could help you get access while your account is still active.Sincerely,[redacted]eMusic [redacted]After a follow up reply from [redacted], we sent a response which further explains our no refund policy and offered an exception to our no refund policy as outlined: As mentioned, 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 would be willing to make an exception to our no refund policy on your behalf, but it would be for only the most recent charge of $22.99 applied as it does fall within the 60 day dispute window. If this would be acceptable to you, please reply back to this message to let us know. We look forward to hearing back from you.Sincerely,[redacted]eMusic [redacted]We have not yet received a reply to this message, and are considering our offer as rejected by [redacted]. However, we at eMusic claim no wrongdoing in this matter. [redacted] attested to reading and agreeing to eMusic's terms of use prior to activating an account with us. [redacted] was billed exactly as she agreed to. [redacted] took no action to cancel her eMusic account under the email [redacted] until contacting us on April *, 2015. It is each individual's responsibility to know what their finances are being used for and to contact the appropriate parties in a timely manner if there is any concern about billing. [redacted] took no action to contact customer service at any point prior to April *, 2014 regarding this billing. Although we at eMusic regrettably no longer have the resources to be able to offer phone support, we did offer phone support up until February *, 2015.The offer we presented is still on the table, and [redacted] is welcome to accept it if she wishes. She can reply back through the email string with our [redacted], or accept the offer through here. If not, she may want to instead file a dispute with her credit card provider for any funds she feels 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:

[Your Answer Here]

I did not receive all my money back for something I never used

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

Sincerely,

Business

Response:

This exchange between [redacted] and [redacted], our [redacted] occurred today, April *, 2015. To:[redacted]Date:

[redacted]Hello [redacted], As you have accepted our offer to make the exception to our no refund policy for the most recent charge of $22.99 applied, we have completely canceled your account under the email [redacted] and have issued that refund for $22.99. Please allow your credit card provider 5-7 business days to process the refund. If you do not see it processed by then, please contact us back to let us know and we'll look into it further. Sincerely,[redacted]eMusic [redacted]

---------- Forwarded message ----------[redacted]

[redacted] Hello [redacted],It appears you are accepting our offer to be refunded the most recentcharge of $22.99. Can you reply back to confirm?Sincerely,[redacted]eMusic [redacted]--- Original Message ---[redacted]