eMusic

Review: On November **, I purchased two songs with e-music and immediately canceled that day. I was not interested in having a monthly charge, nor do I purchase music on a normal basis, this was strictly a one-time use for my son who needed the songs for a yoyo contest in Chicago. Today, after receiving a notice from my bank concerning an unrelated matter, it was brought to my attention that an $11.99 charge from E-music was on my checking account. I immediately contacted them, and advised them, that I have only made the one time purchase, and because of the smaller amount I had not notice that I have been getting reoccurring charges for the past 7 months. They refused to refund me the entire amount stating they did not receive they cancelation, even though they can see I have never accessed or purchased any music since November **, 2013. They only agreed to refund the last two charges. I am due $83.93 - $2.37, for a total due of $81.56 (if you cancel within so many days, you were not even supposed to be charged for the $11.99).Desired Settlement: $81.56

Business

Response:

According to our records, the account under the email [redacted] was registered and activated on November **, 2013 for the eMusic Basic membership. This is a recurring monthly charge of $11.99 which is automatically debited from the account holder's payment method every 30 days.

In order to cease being billed automatically, all members agree they must request cancellation either by logging into their account and going through the cancellation process, or by contacting eMusic Customer Services and requesting cancellation via phone or email.

Our records are seeing no evidence of a cancellation request being submitted for the account under the email [redacted] at any time during the account's tenure prior to the customer contacting us via phone on May **, 2014. Because we never received a cancellation request for the account under the email [redacted] prior to May **, 2014, the account had remained active and charged accordingly.

We did inform the customer they were a paying member with eMusic via their 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 matters had we been contacted when charges were first applied. Unfortunately, that did not happen.

We have a very strict no refund policy all members agree to when activating an account with us. In addition, per the terms of use this customer attested to reading and agreeing to, 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.

During the call with our agent [redacted], the customer accepted our exception to our no refund policy and we issued a refund for the last two charges that were applied. Due to this and our 60 day dispute policy, we will not be making any further exceptions to our no refund policy.

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:

It is my belief that I did in fact cancel my subscription the same day that I opened the account, and that is what I had informed [redacted] ([redacted]) and [redacted] ([redacted]). I work in the legal industry, and I know that there are no absolutes, and many times, all systems experience technical difficulty leaving room for errors. That being said, because of the small amount at issue, I did not notice that the charge was reoccurring on my checking account, and in my experience, this is what merchants rely on when they continue to take monies from you. The only reason I even noticed today, was because of a notice that I got from my bank. If I had noticed the charge before, I would have certainly cancelled my account. If E-music wants to dispute that they owe me because I have access the account and purchase monthly, that's one thing, but E-music knows that from November 2013, the first day I opened the account I have NEVER accessed the account again, and that is because I truly believed that I had made a one-time purchase and that I had cancelled the subscription. Otherwise why would I not use the subscription for 7 months. Maybe a better practice would be that if an account has not been accessed in 30 days, has no activity, that E-music would automatically cancel the subscription or notify the subscriber. It is because their system is designed to keep charging you in hopes that people like me would not notice. This is not customer service, this is a scam business. I got two songs for $85+ and that's good business. Strict policy or not, what happened to simply good business practices. I want a refund.

?

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

Sincerely,

Business

Response:

FINAL RESPONSE

We at eMusic have already stated our position on the matter. The customer accepted the refund of the last two charges that were applied, and any 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. eMusic will not be making any further exception to our no refund policy for this matter regarding the account under the email [redacted].

The customer may wish to file a dispute with their credit card provider for any funds they still 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 not the only person that E-music has done this too. In fact, internet searches revealed that others have been a victim of E-music's fraudulent behavior. I have disputed the charges with my bank and I also have filed a complaint like others with the New York Attorney General. I think that E-music should again refund the entire monies. Also note that E-music told me they would give me two months, it was not acceptable to me, but that is all they would give when I spoke to them, and I have yet to receive it. But they still owe me for the other 5 months, should the refund for two months be received. E-music should consider revising their policy if they want to retain a good reputation with customers or future customers. I can’t make them do the right thing, but for me, I know I cancelled on the first day, and I know that I was not aware they were taking unauthorized payments. Therefore, E-music should reconsider their position, and reach a final resolution of this matter, by doing the right thing and refund me all 7 months, minus the two songs. I would appreciate it if E-music seeks authority from someone higher within the organization. Thanks.

Review: Tried to contact the customer service department, however, the internet site does not provide you with a direct contact. Click on the customer support and the site goes around in a circle advertising the different levels of membership trying to get you to upgrade without a way to contact them. It is a crock!!!Desired Settlement: To have my membership canceled immediately.

Business

Response:

According to our records, the customer contacted us via email on June **, 2013 with this statement:

"[redacted]

We replied back on June **, 2013 with this:

"Hi [redacted],

Thank you for your message.

We’re sorry to hear that you’ve decided to cancel your membership under the email address [redacted] and have already processed your request. No further charges will occur and you will receive an email confirmation shortly. What you’ve paid for in your current cycle, is yours to use, until the account cancellation takes effect on June **, 2013.

You currently have a balance of $21.99 leftover on your account to use before the above date. Here’s a great way to use your credit and discover some new music: Visit Infinite Explorations, enter the name of one of your favorite artists and let the magic begin. Get endless recommendations. The music you download is always yours to keep forever.

Did you know you can also get music without membership? We’ll hang on to your sign-in information. And you can use it to buy music à la carte, when your membership ends.

We’d love to keep you as a member. Should you wish to stay with eMusic, just login to your account and undo your cancellation here.

Thank you for having been an eMusic member, and we hope we’ll see you again in the future.

Please help us improve our customer service by taking this short survey

Sincerely,

eMusic Member Services"

Note that we do mention the email address their account is under as "[redacted]". The customer would have needed to use this email address as their log in ID.

Our records show that instead of using the correct email log in ID for the account, they started to register a second account using the email address [redacted]. This is simply a situation in which the customer was not using their correct log in ID to access their account.

They wrote in to complain that they were getting looped around to subscription pages and couldn't access their account to use the remaining balance, but that was due to the fact that they were using the wrong log in ID and were in the process of building a completely different account with us. Since that account was not active, and still in the registration process, they could not go any further. Had the member simply used the email address we provided in our message as their log in ID, they would have had no trouble accessing the account and using whatever remaining balance they could before the account expired.

Unfortunately, we did not receive their follow up email until after their account had already expired on June **, 2013.

As their request is to have the membership under the email [redacted] canceled, and we are confirming the account did cancel and expire on June **, 2013, we are considering this case to be closed.

Review: I signed up at [redacted], a music downloading site. After two months, I cancelled the service because I simply did not have the time to download what I needed. However, I recently discovered that they have been charging me monthly, via credit card, for the service even though I have not downloaded any music and thought I had cancelled the service. When I called them, they informed me that all they could do was refund the last two months. According to them all I agreed to was to suspend my membership via e-mail. I asked them for proof that I did this, which they were unable to do because they didn't have it. I was even willing to see if they would be willing to let me download the # of songs for which I had already paid for without my knowledge. They were completely unwilling to consider that. I later looked online and found hundreds of experience like mine so it seems to be there business model. Is there anything the Revdex.com can do for me? Do you have any suggestions on how I can proceed. Thank you very muchDesired Settlement: Either refund my money or allow me to download an equivalent # of songs.

Business

Response:

We've sent this message to the customer on June **, 2013 regarding the complaint of charges applied for the account under the email [redacted]

Review: Charged my credit card stating I signed up for a free trial but didn't cancel. Never did this.

Business

Response:

Unfortunately, this complaint doesn't include any information about the account in question. We're also not seeing that there has been any email contact with eMusic regarding this matter. If the customer would be so kind, please go directly to this page to fill out our billing inquiry form so we can properly address this concern:

Review: I looked into getting a Free trial and paid $1.00 last month. I never completed my account info and now they are charging my credit card without permission. I did not authorize them to take money out of my account and their product did not work anyway.Desired Settlement: I have never finished the account info to start using this service. I do not want them charing my credit card and I am not interested in their services.

Business

Response:

We initiated an email and explained what our records were showing. We decided to make an exception to our no refund policy and issue the refund for the $11.99 charge. This resolution was completed on May **, 2013.

Review: In January I signed up for eMusic's $25 worth of free music, but I never used it. I was charged in February and forgot to do anything about it. When I was charged aging in March I emailed them and said I wanted my money refunded. I was send a response that asked me if I wanted my account closed and a free month or if I wanted my $11.99 back. I sent 3 emails stating I wanted my account closed and the refund. I checked my account and it was closed, but I never received my refund and I was charged again this month. I complained and was told that I never responded to the first email, which I did. I sent them another email via their online form and have not heard from them.Desired Settlement: I want both payments of $11.99 refunded.

Business

Response:

We sent this reply to their message on April *, 2014:

Date:

4/*/2014 1:43:54 PM

Hello [redacted]

We sent this message to you on March **, 2014 but we never received a response back from you:

Date Sent:3/**/2014 5:41:30 PM

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] and make an exception to our no refund policy and issue a refund of $11.99.

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.

Thanks,

eMusic Customer Service

We had been awaiting your reply to this message and we never received one from you. Did you reply to this message?

Sincerely,

eMusic [redacted]

We have not received a reply from the customer to this email either. We're seeing no evidence in our email records that the customer ever replied to either the message we referred to, or the message from our [redacted] above. If the customer would simply reply to the message from [redacted] and provide evidence that he sent a response to those emails by grabbing a screenshot of his email's sent box showing that he's replying to our messages from, and showing the dates of those replies, we'd be happy to review it and can certainly make an adjustment upon review.

Review: I ordered merchandise in December 2012 from Emusic.com. I received damaged merchandise, went through the proper channels to return it for replacement. When I received the 2nd set of merchandise, part of it was damaged also. Then, I was charged again for the same purchase. I attempted to resolve this with the company, and their partner company [redacted]. They are charging me a monthly fee of $31.99 for merchandise I did not order, nor receive. My multiple attempts to have this corrected have went unnoticed. I have been charged for January, February, March, and April for merchandise I did not order. I had to cancel my [redacted] debit card on 4/**/2013 to keep them from charging me again. The only response I have had was from [redacted], who asked me to email her a screen shot of my [redacted] account, which I was instructed not to do by[redacted]. This has cost me over $150 now for 1 t-shirt, 1 cd, and 1 lithograph. I still have a damaged t-shirt that they will not give me a Return Authorization number for to return. I did not give them permission to charge my account monthly.Desired Settlement: I would like a refund of the charges. I would also like a Return Authorization number to return the 2nd damaged shirt and I would like a mailing label so I don't have to pay the shipping again. I believe after all the unauthorized charges, that is the least they could do

Business

Response:

This claim begins with a complaint that they ordered merchandise from eMusic that was faulty. We at eMusic do not send out any merchandise at all. We only offer a membership service in order to download MP3 music and audiobook files.

Review: I had a certificate for $10 for emusic.com which was to be up to 20 free songs but when I signed up they charged my $11.99 right off the bat. The certificate stated that there would be a 14 day free trial with the membership and that after the 14day free trial or after I was to use up all the free credit I would start being billed for the membership. This did not happen when I went to sign up it stated that I was going to receive 50 songs which was $25 credit and I was going to be billed right away. I try to back out of this be it would not let me. After I finished the process that it made me go through I canceled the membership. It was within a matter of minutes (less than 15 minutes). I went to my bank account a sure enough they did in deed charge me. The support services told me that I was illegible for a refund and would not give me one. I went back to the website to check out there music and most of it is copy cat artists and it is hard to find a song by the original artist/ band. This website makes you believe that you are getting a good deal when they are ripping people off and scamming them by letting them believe they are going to get "real" music by the "real" musicians. To get my money back of $11.99 is not asking for much. Since they will not do it sound like scam company to me. I still have the certificate. I was not given then option that was one the certificate.Desired Settlement: To fulfill agreements that are on certificates/coupons.

Business

Response:

The terms of the introductory offer [redacted] was agreeing to were displayed throughout the four step, manual entry eMusic registration process. These would have shown that she was agreeing to start a paid membership immediately in order to receive a free bonus $25 amount, good during the first 30 day billing cycle. This was also repeated at the end of the registration process, and in the welcome email we automatically send out when an account is activated. We're not seeing any evidence that [redacted] started registering her eMusic account under the email [redacted] through a free trial offer. Our records show that [redacted] simply went directly to the eMusic website and started registering through the aforementioned default introductory offer. It seems that [redacted] may not have started her registration from the specific web address that would accompany any of our free trial offers. Although all members do agree to our no refund policy, we have made an exception to our no refund policy on [redacted] behalf and have emailed her to let her know. We have completely canceled her account under the email [redacted] and have refunded the $11.99 charge that was applied. We would consider this matter resolved.

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: Last month I signed up for a trial month through e-Music.com and within the first week, I cancelled my membership. So this month (yesterday) I was charged for my membership. I went to my account to see what was going on. When I logged in, it still said to come back to emusic and they were even offering another free trial. I sent an email asking what was going on. Today I received an email from them saying that my membership was never cancelled, that I'm set to be billed again on october [redacted], and that they sent me a link to reset my password. Why they would do that, I have NO idea. So I went to my account and everything was different. They restarted my membership, it doesn't offer me the free trial anymore or tell me to come back to their site or anything. It's all been reactivated.Desired Settlement: They instead restarted my membership and reset my password. as stated above. they did nothing to help me, at all.

Business

Response:

According to our records, the customer's account under the email [redacted] was registered for a 7 day free trial with a $10.00 free trial balance on July **, 2014.

Our records show we did indeed issue the $10.00 free trial balance, which was good until August, * 2014 at which point, per our terms of use, any unused amount from the free trial balance expired.

Our records also show that on July **, 2014 the customer accepted an offer to keep their account active in exchange for a free bonus $5.00 amount.

Per the terms of use all customers attest to reading and agreeing to, once the free trial period ends, the paid membership type selected during the registration process should automatically begin and the customer will be charged. However, in this case when we attempted to charge the customer's payment method for the membership fee owed, we could not successfully process it, and the customer's account fell into a delinquent state. Since we were still owed the membership fee per the terms of use the customer agreed to, we continued to try to process the charge until successful on September *, 2014.

It appears the general complaint here is that we at eMusic took actions to reactivate an account that had been canceled without the customer's consent. However, the fact is that the customer never canceled their account under the email [redacted] in the first place. We at eMusic assert that there has been no wrongdoing on our part in this matter.

We also want to note that the email address given in the complaint is different than the one for the account in question. The email given in the complaint is [redacted] which is associated with an account that had been canceled and expired since February **, 2012. In the customer's complaint they state, "When I logged in, it still said to come back to emusic and they were even offering another free trial."

That could indicate that the customer attempted to sign into their canceled and expired account under the email [redacted] instead of the actual active account under the email [redacted]. Our agent recognized this possibility and replied to the customer's email message by letting them know what email address their active account is under and sending a "reset password" email to them. That would allow the customer to create a new password for the account in case they didn't remember what their password was. This would have given the customer the ability to log into their account and use their spendable balance.

According to the email correspondence, the customer was dissatisfied with the facts we provided and still demanded a refund. Our agent [redacted] completely canceled their account under the email [redacted] and made an exception to our no refund policy by issuing a refund of $11.99 to the customer's payment method on September *, 2014.

We feel we've addressed all concerns brought up in this complaint, and considering the customer has also already been given a refund for the charge that was applied, we respectfully consider this matter closed.

Review: For lack of a better nature of complaint - I used Emusic's policy for refund, exchange and credit. However the problem(s) comes down to possible confusion and outright unjustified way of doing business. Each month they charge a credit card and you get to download so many songs. For at least the past 32 months (Since Dec. 2010) I've been charged a monthly fee but never used the service. Thus when I did notice today I was charged on my acct. I noticed it and thus wanted to go download all of the songs that I thought had accumulated over that time frame and cancel the account. The total $991.68 in charges over that 32 month time frame. When I went on Emusic they had a balance for me of $36 only (this months charge total). I called customer service and was informed that monthly charges are not carried over till the next month? I asked them if they had a no use policy where they take the initiative to contact the customer if no use of the site and/or monthly charge was used after a certain amount of time? I received a no answer. You have a company who can charge monthly at will and not be held responsible for not having a policy to track and/or stop charging until communication is confirmed with the customer. This type of business would be if you had purchased a car but you didn't use it during the month therefore I get to take the car back? If you read the main page of the site it states - (directly copied) What is eMusic? eMusic is a unique discovery-and-download destination for music enthusiasts. Our catalog includes many familiar and off-the-beaten path releases from both major and independent labels. We realize that you’re not just amassing singles, you’re cultivating a music collection. In addition to providing recommendations to help you find new tunes, our editorial staff–many of whom also contribute to Pitchfork, Rolling Stone, Spin, The New York Times, and others–continuously brings you original artist interviews, album reviews, and radio programming to enrich your explorations. How eMusic works. After signing up for the right plan for you, you’ll have access to 17+ million downloadable songs high-quality mp3s playable on any digital device. You can change or cancel your plan at any time. Most tracks are priced around $0.49 each, or half the price of other sites. And every penny of your membership goes towards what you love most: downloading music, which is yours to keep forever. To keep forever? Where are my credits for downloading music? I wanted to cancel my service once I downloaded the music. - The customer service person then "offered" to have me continue my monthly service fee but would "bonus" my account 2 months of extra downloads for the next 3 months (thus 6 free or reimbursed months (out of at least 32 missing one's). I was polite but told the person I didn't want to accept anything until I spoke with the NY Attorney General's office and the Revdex.com for recommendations. How can you have a monthly charge to purchase downloads, but because you didn't use them up they get taken away? Then not have a proactive policy that actually show's that the business actually tried to do it's own due diligence to reach the customer since inactivity on the account has grown past a notification filter? The way I understood it was you purchased downloads and you could use them ANYTIME as EMUSIC states in their very own words, in the very first few paragraphs. To make me pay additional months to get back what should be mine to use to begin with is absolutely unconscionable that a business of such nature is allowed to stay open without such a proactive policy of account neglect. What incentive does the business have to inform the customer when all they have to do is charge the card and take no responsibility in the transaction process? 1) (A) I want a full credit for at least $ 991.68 (32 months) credited back on my credit card used for the charges. (Emusic uses the last 8 digits to located acct. I'm not sure if I should provide that information here? (B) Or be given a credit in downloads for the entire amount. 2) I'd also like to see Emusic adopt or be forced to implement a proactive filter that sends notifications to customers for inactivity after so many months to prevent this type of issues from happening to others. 3) Legality of the business should be investigated by the NY Attorney's Office. Thank you, [redacted]Desired Settlement: As noted in the letter - they presented an option where I wasn't allowed to cancel in order to receive (6 months of repaid downloads)...thus I would be continued to get charged $30.99 a month for the regular downloads then given 2 months added on. So over the next 3 months I would be credited with 2 extra months over that time frame up to a max of 6 months. However I would still be out 26 months worth of downloads AND would still have to pay $93 to get access to that credit?? The desired outcome would be to be given a FULL CREDIT and cancellation. I'm willing to accept some variation of downloads and credit back on the card but it must equal what I paid $991.

Business

Response:

All members attest to reading and agreeing to our terms of use prior to activating their accounts. Included in these terms of use is our no rollover policy regarding membership balances. Members also agree to our no refund policy regarding charges. We are under no obligation to send reminder emails if members are not using their accounts, since we do inform members they are paying for membership via their credit card statements.

Review: tried to call companies @ numbers ###-###-#### and ###-###-####, was told on a recording that I could not leave a message ,for they could call back.called many times and recieved the same message every time.all that I am requesting is to stop billing me ,for something I can no longer use. I would like to thank you ahead of time for all the effort and time you put forth in this situation. Yours sincerely, [redacted]Desired Settlement: no more billing of this product ,have no use for it anymore

Business

Response:

Our sincere apologies for any frustrations. Those numbers mentioned are not for reaching customer service. At present, our Customer Service phone number is displayed on our site in our FAQ pages regarding billing concerns:[redacted]We have found an active account under the email [redacted] in our database and have set this account to cancel as requested. [redacted] will have full access to her account under the email [redacted] until it expires on January **, 2015. There will be no further billing applied for this account.

Review: I was told that I had 30 days to cancel before being bill will trail month cancel under 2 weeks yet was billed.Desired Settlement: refund

Business

Response:

Case #: [redacted]

The customer thought they had registered for a 30 day trial period and got charged too soon. We don't offer 30 day trial periods, so they were actually charged exactly when they were supposed to, at the end of the 14 day trial period they registered for.

The customer emailed our customer service center and was refunded the $31.99 charge that was applied. The refund was applied on January**, 2013.

Review: The company offered a 7 day free trial. I canceled within the 7 days and later found that they had taken 3 automatic monthly payments of $15.99 each. I went back to their site and looked for their telephone number which could not be found. I typed in search for emusic customer service telephone number. I got a hit from a link called emusic telephone number. pissed off consumer. I called and spoke with [redacted] who told me I had not canceled my trial and they did not offer refunds. I told I DID cancel the membership per the free trial instructions and that I did not receive a confirmation number or an email to confirm it. I also told her that I went back to the site to make sure my account had been closed, which it had. I told her I expected to be reimbursed if they were a reputable company. She put me on hold so she could speak with her supervisor. When she came back she said she was authorized to reimburse 2 payments but not 3. She gave me a confirmation number and then I asked to speak with her supervisor. She put [redacted] on the line with me and we rehashed the entire thing again and I told him I wanted a reimbursement for the first payment as well. There was no getting him to agree. He said I would have received an email confirmation of my original cancellation because they were automatically generated. He said I would already have the automated email of my cancellation today along with the refund amount. I made him wait on the telephone as I checked my email, there was not an email confirming my cancellation and refund for today. He then said to give it 24 hours. I said I would but he would keep getting calls from me until I received the email and that I would be reporting them for not reimbursing all 3 of the payments they had taken from me.Desired Settlement: I would like to be reimbursed for an additional $15.99 which would equal the total of the 3 payments they took from me. I would also like to receive the confirmation email so that I have proof the membership is cancelled.

Business

Response:

Our records show that the account under the email [redacted] was registered and activated on January **, 2014 for a 7 day free trial period. On February *, 2014 the account was supposed to automatically transition into the paid membership plan selected during the registration process, which in this case was the eMusic Plus monthly membership plan for a recurring monthly charge of $15.99. However, we could not successfully charge the customer's payment method for the membership fee owed per the terms of use they agreed to and the account fell into a delinquent state.

Because we were still owed the membership fee, we continued to try to process the charge until successful on February *, 2014. There is no evidence that the customer took any actions to cancel their account themselves through their account profile. Had they completed a cancellation request themselves, they would have automatically been sent a cancellation confirmation email. They could then provide evidence that supports their claim of cancellation. As it stands, there has been no evidence presented to support the customer's claim of cancelling before the end of the free trial period.

Per the terms of use all members agree to, all charges are non refundable. Any charges that are not disputed within 60 days of the date they were applied are deemed accepted by the cardholder for all purposes including disputes. We have already made an exception to our no refund policy on the customer's behalf by issuing a refund for the last two charges applied. We must be provided with evidence to support the customer's claim of cancellation prior to the end of the free trial period on February *, 2014 and that we did not fulfill that request in order to be considered for any further exception to our no refund policy. If the customer does not have said evidence, they will need to file a dispute with their credit card provider for any funds they still feel entitled to.

Review: I was offered a FREE trial for online music. They charged me a dollar. No where did it say I would be charged a dollar. So they mislead me and I'm sure many others into thinking its a FREE trial. Thank you.Desired Settlement: It's only a dollar but I want it back. I've cancelled the membership so I'd just like my dollar back.

Business

Response:

We at eMusic apologize for any confusion or concerns regarding this matter. When one registers a new account with eMusic, we verify that the payment method being used to register the account is a valid payment method by applying a small temporary charge. In our case it is a $1.00 temporary charge. Please note that this is included in our terms and conditions; which there is a link to on the starting page for every account registration, so one can review those terms prior to even starting to register an account with us. This is a very common practice, and many financial institutions display this temporary charge online for several days even though it is subsequently removed. Please be assured that you will not be charged for this temporary validation. We understand how this can be confusing and apologize for any concerns.

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: emusic.com has been charging $11.99 on the 9th of month since December 2012. The problem is I had never heard of this company before , much less used their services and have no idea how they got my debit card info. I called their customer service number and was told I signed up on line in December for a free trail offer that I did not cancel and they started charging me a monthly fee for there service. I informed them that I did not sign up for a free trial and had never used their service. Their only reply to this is that they would cancel it and I would not be charged any more. I went on line to find out more about them and found many complaints just like mine , but also of people not being able to cancel their service. After reading this , I called my bank ( Chase ) and informed them of my problem , they had to cancel my card , to insure that emusic.com could no longer take money out of my account .Desired Settlement: I wanted to inform you of emusic.com unethical business practices and try to find how they accessed my debit card info. Are they attaching this "free trial offer" on to other things that you order on line and then charging you for a service that you are unaware of ? I feel something needs to done about how they do business... Thank you for taking time to review this.

Business

Response:

Our records show that an account under the email [redacted] was registered for a 30 day free trial period on Dec *, 2007. 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 $9.99 until our prices changed in July 2008 and the recurring monthly charge became $11.99.

Review: I was not informed there is no rollover credits, as their TOS even mentions rollover plan, yet when I did not have access to my account I was not given any benefit for my 3 months of non service.

Emusic violates their TOS with every user, not informing of rollover plans or carrying over monthly balance of $0.48 for customers with a higher balance "Under any music subscription Service level, any unused balance greater than or equal to $0.49 in each cycle does not carry over to the following cycle and are forfeited, unless your music subscription plan expressly allows rollover."Desired Settlement: refund for all unused months of service

Business

Response:

All members attest to reading and agreeing to our Terms of Service which does include our no rollover policy. This member attested to reading and agreeing to our no rollover policy regarding their account under the email [redacted] prior to activating their account.

Review: I'd used a free trial on Emusic and I forgot to cancel my subscription because it was around the time my grandma passed away and I was charged $11.99 and I was ok with that, because I was getting good quality music for cheaper than I could get it elsewhere. The problem is that they removed all the music from mainstream artist that I would listen to after charging me and so there was nothing left that I would really want to buy and that's just a waste of twelve dollars. I think that I should have been informed of this change before my card was charged. I've never had any problems with this service in the past, but I just have no use for it now that it no longer contains the music that I enjoy or would want to hear.Desired Settlement: I would like for the $11.99 to be refunded to my card.

Business

Response:

To begin with, our terms of use have always contained the expectation that agreements with labels can end and that label's content will be removed completely from the site. Our terms of use have never guaranteed what content will be available for downloading, nor that any content will always be available on eMusic. Additionally, our terms of use have always contained the fact that we reserve the right to change any aspect of the service, with or without advance notice.Therefore; a complaint about content no longer being available on eMusic, or not seeing an advance notice of changes is moot, as all members agree to our terms of use prior to activating an account with us. Our terms of use also include our no refund policy for charges that are applied. Therefore, a refund request is the only thing we cannot assist with. However, this complaint did not include any information related to the eMusic account in question. We will need information associated with the eMusic account in question in order to to pull up that account on our database. Please reply back with:The last 8 digits of the credit card associated with the eMusic accountThe email log in ID for the eMusic accountWe look forward to hearing back from you.

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 reject this because my complaint has not been addressed.

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

Sincerely,

Review: Theae charges were not authorized and it has been going on for several months. I discovered them and questioned them, I did not authorize this.emusic offered a 'free trial membership' to their music download site. they ask for proof of being a first time customer by requesting your debit or credit card information. What they don't tell you is that as soon as you give that info they bill you for a year of their service without your permission. They billed my debit card $11.99 the day I signed up for their "trial service'. I have gone through my dispute resolution dept with no viable outcome. Emusic has refused to refund my money after several attempts of contacting them asking that the money be returned immediately. They showed on the web page when I cancelled the 'trial membership' that my money would be refunded but it has been 3 months and I have received nothing by way of a refund thus far and they have refused to return any of the many contacts i've sent them about this matter. Any help in resolving this matter would be greatly appreciated.Desired Settlement: I cancelled the 'trial membership' that my money would be refunded but it has been 3 months and I have received nothing by way of a refund thus far and they have refused to return any of the many contacts i've sent them about this matter. Any help in resolving this matter would be greatly appreciated.

Business

Response:

Unfortunately, there has been no information provided which is associated with the account in question. We will be unable to address this complaint until we can look at the account in question on our database.

If the customer would be so kind, it sounds like they contacted our customer service agents. If they called, they would have received a confirmation number. If the customer can provide that confirmation number we may be able to look into this further. The customer may also provide the exact email address the account in question was registered with as the log in ID. Once we receive this information and review our records, we can address this matter.

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]

cant provide numbers as this was cancelled a year ago. number to taking my info from bank statement they do not send a account number for my bank to verify the funds they are taking out. here are the 2 of the transactions they took out. and there are several more but bank only lets me get 60 days worth .

AccountUSAA SECURE CHECKING[redacted]

.Original Description[redacted]

.Trans. TypeDEBIT CARD PURCHASE

.Card Number[redacted]

.

Posted DateMar **, 2014

.Amount ($11.99)

.Auth. DateMar **, 2014

.Card HolderROBIN R HOFST

AccountUSAA SECURE CHECKING [redacted]

.Original DescriptionEMUSIC.COM MUSI EMUSIC.COM/CSNY

.Merchant TypeRecord Shops

.Trans. TypeDEBIT CARD PURCHASE

.Card Number[redacted]

.

Posted DateApr **, 2014

.Amount ($11.99)

.Auth. DateApr **, 2014

.Card Holder[redacted]

Show me an account number that authorizes these transactions ? I do not have an account with them they called master card and falsely got my info. thank you

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

Sincerely,

Business

Response:

There is nothing in the information we've been provided that can lead to the account in question on our database. Until we can pull up the account in question on our database we cannot address this matter at all.

According to the original complaint, the customer seemed to be indicating that they contacted eMusic customer service. The customer stated things like, "I discovered them and questioned them" and "Emusic has refused to refund my money after several attempts of contacting them asking that the money be returned immediately."

If they called us, the confirmation number they would have received at the end of the call would have been proof of a prior contact with eMusic's customer service, it would also have helped us with locating the account in question on our database. Without that confirmation, there is nothing to support the claim that they had contacted eMusic customer service agents about the account in question.

We'd also like to mention that other items in the customer's original complaint make no sense. The part when the customer says, "They showed on the web page when I cancelled the 'trial membership' that my money would be refunded but it has been 3 months and I have received nothing by way of a refund thus far"

There is no such thing on eMusic's website.

Additionally, at the end of the complaint the customer states, "...they have refused to return any of the many contacts i've sent them about this matter."

Our email records show no contact has been made at all from the customer's email address [redacted] regarding the account in question. If there have been "many contacts" as the customer claims, we would have a record of those emails and we would have replied to them.

Finally, I would like to mention again that if they had been in contact with us about this account and any eMusic customer service agent refused refund, the information about the account in question would have been given to the customer, specifically the email address the account in question is under. We have asked for that information in our previous reply and we still did not get that information.

At this point the customer will need to reply with the last 8 digits of the credit card that has been billed for the eMusic account in question, and/or supply the exact email address the account in question is under.

.

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]

My Bank is handling it. through their fraud division. as when they submit for their payments they have not submitted any account numbers to MY BANK which they are taking the money from so my bank will now refuse payment to them ever. thank you. cant give what was never given to me you need to provide me with the account number you are using to claim these funds from my bank.

when you authorized for the payments to be taken out.

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

Sincerely,