eMusic

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, as long as I receive a full refund.To date, no refund has been received
Sincerely,
*** ***

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

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 sentWe are attaching additional proof that we responded by showing the email string directly from our email serviceThe 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 concernsTheir 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

According to our records, the account under the email *** was never set to cancel, but rather put on hold by the customerThe hold request for the account was for a day hold period which started on December **, and ended on March **, 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 **, 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 backOur message went out on January **, 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 usPlease have the customer send an email to ***We will need screenshots of their email's sent box showing that they were replying directly to our message from January **, and also clearly showing the dates any replies were sentThey 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 chargesAs 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 **, as PayPal will not allow a refund to be processed if it has been too long after a charge is appliedPlease 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

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

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:
I am demanding a full refund and to be removed from all future membership charges forever. I cancelled a previous unwanted membership in and never wanted it to be reopenedThis is not the first time I have gone through this exact scenarioI find emusic to be a complete and total fraud that should be stopped and penalizedThat might be why they have over complaints on Revdex.com
I have requested records from my bank for my previous complaint that I will provide as soon as I get it from them
This will not end until I get ALL my money back and never see emusic on my bank statements again
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We at eMusic replied to an email correspondence from *** ***We do see that our agent was not quite understanding the matterWe've explained it, as well as made an exception to our no refund policy for the $chargeWe believe we've resolved the matter and this case can be closed

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,
*** ***

The user authorized this transaction and we would like to submit the following for your consideration: User opened an eMusic account with recurring billingDuring the registration process, user manually entered account holder name, payment information, and read and attested to reading
the Terms and Conditions: *** Per the Terms, user agreed to pay the recurring charges until he/she cancelled the accountUser did not cancel account and was charged accordingly 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 We believe this user authorized this transaction In order to provide further documentation to verify this, we request that the user provide the email address associated with his/her eMusic account so that we can investigate further Alternatively, user can reach out directly to *** to try and resolve this issue directly with our Customer Service team User opened eMusic acct with recurring billing per terms of use: http://www.emusic.com/info/help/terms-of-use-us/ & did not cancel account per these TermsUser was therefore charged accordingly

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:
The business' response is ridiculously exaggerated to the point where there were no available explanation of any such agreement.As a result the aforementioned was taken from account
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

We have replied to the customer's decision, through the email case we sent out (case #***), in an attempt to get in touch with the customer and offer an agreeable solution for the issue they were having with their account We do have on record replying to both of the customer's emails, and it was not until the second email that the customer requested we send replies to the new email addressHowever, as we mentioned, the agent assigned to the case did not notice that *** ***'s request in that second email, so we now understand why he hadn't seen either of our replies and why we were still waiting for a reply back from him to our messages. We have completely canceled the account under the email ***, and made an exception to our no refund policy for the last two charges applied

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,
***

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 and I accept the full refund
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

Our records show that the account under the email *** was registered and activated on January **, for a day free trial periodOn February *, 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 $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 *, There is no evidence that the customer took any actions to cancel their account themselves through their account profileHad they completed a cancellation request themselves, they would have automatically been sent a cancellation confirmation emailThey could then provide evidence that supports their claim of cancellationAs 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 refundableAny charges that are not disputed within days of the date they were applied are deemed accepted by the cardholder for all purposes including disputesWe have already made an exception to our no refund policy on the customer's behalf by issuing a refund for the last two charges appliedWe must be provided with evidence to support the customer's claim of cancellation prior to the end of the free trial period on February *, and that we did not fulfill that request in order to be considered for any further exception to our no refund policyIf 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

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 serviceWe're not seeing that the customer contacted us via phone, however we do see that we received an email from the customer on April **,
regarding the account under the email *** and we replied to that message on the same day, April **, with the response below:Date:
4/**/5:13:PM
***
Hi ***,
Thanks for contacting eMusicWe're sorry to hear that you've had trouble getting in touch via phoneWe know of no reason that there would be any issue getting in touch with usCould 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 *** was registered on January **, 2014 for a day free trial period with $free trial credit
All new members are asked to select a membership plan during registrationYour 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 firstYour trial membership rolled into a paid membership on January **, 2014 with a recurring monthly cost of $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 **, 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 freeIf 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

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

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:
***

Although eMusic no longer has the resources to offer phone support, we do accept emailsOne can contact us via email by going through any of the Help topics on our Help/FAQ pagesOne does not need to be logged into their account to access the help pages and contact eMusic customer
services. ***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 bitOne 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 memberClicking the membership link would bring one here:***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 ServicePlease do contact our eMusic Customer Service team as they will be happy to address this billing concern