eMusic

According to our records, the customer's account under the email *** was registered for a day free trial with a $free trial balance on July **, 2014.
Our records show we did indeed issue the $free trial balance, which was good until August,
* at which point, per our terms of use, any unused amount from the free trial balance expired.
Our records also show that on July **, the customer accepted an offer to keep their account active in exchange for a free bonus $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 chargedHowever, 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 stateSince 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 consentHowever, the fact is that the customer never canceled their account under the email *** in the first placeWe 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 questionThe email given in the complaint is *** which is associated with an account that had been canceled and expired since February **, 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 *** instead of the actual active account under the email ***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 themThat would allow the customer to create a new password for the account in case they didn't remember what their password wasThis 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 refundOur agent *** completely canceled their account under the email *** and made an exception to our no refund policy by issuing a refund of $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

***
I have reviewed the response made by the business in reference to complaint ID# ***, 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,
***

This is unusual for eMusic, but this one was a result of a system errorWe did process the refund and fully canceled their accountThis is documented through case # *** on our email systemThis matter was resolved to the customer's satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My Bank is handling itthrough their fraud divisionas 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 everthank youcant 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,
***

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I will work on getting the information you requested, but I still don't understand how can I continue to be charged from emusic if they cant find any of the email address I have presented
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

very bad , stole from me

According to our records, the account under the email *** was registered and activated on November **, for the eMusic Basic membershipThis is a recurring monthly charge of $which is automatically debited from the account holder's payment method every days
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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 *** at any time during the account's tenure prior to the customer contacting us via phone on May **, Because we never received a cancellation request for the account under the email *** 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 statementsEach charge was listed as being from emusic.com and may have had an additional means of contacting us listedWe would have been happy to address any billing matters had we been contacted when charges were first appliedUnfortunately, that did not happen.
We have a very strict no refund policy all members agree to when activating an account with usIn addition, per the terms of use this customer attested to reading and agreeing to, any charges that are not disputed within days of the date they are applied are deemed accepted by the cardholder for all purposes including disputes.
During the call with our agent ***, the customer accepted our exception to our no refund policy and we issued a refund for the last two charges that were appliedDue to this and our day dispute policy, we will not be making any further exceptions to our no refund policy.
We respectfully consider this matter closed

We are not seeing any previous cancellation requests through our website, as the attached file shows recent account activityWhen you cancel your account from the eMusic website, you are sent an cancellation confirmation email When Kelly S*** initially emailed customer support on Sept **,
2016, she wrote "I was under the impression my remaining balance rolled over from month to monthIf It does not, I will be canceling my membership as I refuse to allow you to force me to buy music I don't really want just to use up my balance so I don't lose it" Our agent Kurt responded, outlining how payment and credits work on our site and offering to help furtherHowever, at the time Kelly did not respond, acknowledging the information in the initial email: "You don't respond to my requests for informationSure, you're a bit cheaper than ***, but THEY respond to my emails." The account has now been set to cancel

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

The user authorized this transaction and we would
like to submit the following information for your consideration:
The user opened an eMusic account with recurring billing and prior to being charged, eMusic provided a free trial periodDuring the registration process, the user manually entered their account holder name, payment information, and read and attested to reading the Terms and Conditions which can be found here: ***
Per the Terms and Conditions, the user agreed to pay the recurring charges until he/she cancelled the account in question by logging into the account and going through the cancellation process, or by submitting a cancellation request to customer service via email, phone or live chatPer the Terms and Conditions, the user did not cancel his/her account and was charged accordinglyBased on the user’s agreement to the contract during the sign up process, the capture of accurate name and credit card information and AVS information, we respectfully request that this charge not be refunded
Upon receipt of the dispute, we will cancel the account in question and there will be no new charges

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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,
*** ***

To clarify eMusic's position on this matter, we are not offering to make an exception to our no refund policy for this caseA refund is out of the question as the original charge was applied well past our own day dispute policy all members agree to in our terms of useAny charges that are not disputed within days of the date they are applied are deemed accepted by the cardholder for all purposes including disputesThis was mentioned in our original reply. The offer to issue a courtesy amount of $to *** ***'s still active account will remain available as long as the customer maintains an active eMusic membershipIf *** *** 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I have several other emails also ***, ***, *** I use to have a credit card number ending in *** I Just feel my bank account info is being charged how is it so hard to find me in the emusic system if you guys continue to charge me $monthly
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Two of the above refunds were to reimburse two charges that occurred AFTER the complaint was filedI am still in need of refunds for November and December, since my last successful transaction on the site was October,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

There is nothing in the information we've been provided that can lead to the account in question on our databaseUntil 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 serviceThe 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 databaseWithout 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 senseThe 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 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 *** regarding the account in questionIf 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 underWe 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 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They deny the refund that their offer was only an introductory offerHowever, according to the screenshot I made during the registration process, it states "when your trial period ends or exceed your trial credit, whichever comes first, your credit card will be CHARGED the price of the plan checked above.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***