eMusic

Revdex.com:
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 response is based on the information that eMusic provided (eMusic's response is in italics):1. User opened an eMusic account with recurring billing. - This is correct, as I would not be able to use the credits that eMusic offered without opening an eMusic account. 2.
During the registration process, user manually entered account holder
name, payment information, and read and attested to reading the Terms
and Conditions: [redacted] - This is correct, as I would not be able to use the credits that eMusic offered without opening an eMusic account and providing a credit card. 3. Per the Terms, user agreed to pay the recurring charges until he/she cancelled the account. - This is correct, as I would not be able to use the credits that eMusic offered without opening an eMusic account. 4. User did not cancel account and was charged accordingly. - This is INCORRECT, as I have stated multiple times to the Customer Support staff that I DID cancel my subscription as there was very little that eMusic had to offer in terms of music that I would continue staying with the service. I have not even logged onto the service for a year. Why would I knowingly stay with a service for a year, and not even log onto the site to even TRY to see if there was any music I wanted to buy? I was under the assumption that when I cancelled my service that this was the end of the service. Upon receipt of the dispute, we will cancel the account in question and there will be no new charges.- I had requested twice, both on August [redacted] and August [redacted] to close my account so no additional charges will be accrued, and I was assured via email that they are closed. Are you telling me that they are remaining to be open when I specifically requested to close this account?!? 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
[redacted] to try and resolve this issue directly with our
Customer Service team.I have spoken via email with your Customer Service team multiple times on August [redacted] and August [redacted], and they are aware of this situation and have my email on record. I received the same responses from your Customer Service team that they have no records that I cancelled my service, yet refused to answer one of my questions I asked MULTIPLE times and that I will ask you now: is it possible that this was an error on eMusic's website? Most times companies take responsibility to make right be their customer base with situations like this. They will examine all sides and enter the possibility that they possibly were at fault. They try to make things right by their customers, in order to keep them if they decide to come back. It's an old adage called 'The customer is always right'. I was a previous member of eMusic, and if this wasn't an issue I would have come back. I used to talk highly of the eMusic service. What incentive are you giving me to come back when I cancel my service, yet your setup does not acknowledge this and charge my credit card for over a year; and when a try to resolve this I am basically told I am a liar by not acknowledging that I believed that I cancelled my service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We had been replying to the customer's emails, but when we reply, the replies go directly to the email address we've got as the recipient's email address. Our replies were going to the email address [redacted]. In reviewing the email string, we now see that the customer was asking us to...

reply to this email address instead: [redacted]. This is the reason the customer wasn't seeing our replies. We're following up with the customer via our email now. We believe we will be able to resolve this matter to the customer's satisfaction.

We emailed [redacted] [redacted] on February **, 2016 asking for more information regarding the account in question as we do not have any accounts associated with...

the email [redacted] We have not received any response from our email yet. We will need the customer to reply back to our email so we may try searching with other information. 1. Any other email addresses the customer may have used to register an eMusic account 2. The last 4 digits of the credit card that was last billed for an eMusic account 3 The amounts and dates of the last few charges applied We’re not sure if these replies will go to the customer, but if they do reply, we’d be happy to keep trying to review this case. Otherwise, we can’t even begin to address a billing issue until we can review the account in question on our database.

We have replied through our Customer Service email system to the most recent correspondence we've had with the customer - case #[redacted]. Here is the response we've sent:Hello [redacted], Our sincere apologies for any frustrations. There 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 them. The 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 manner. We again apologize for any frustrations due to this. We do see that your account under the email [redacted] is active right now and will refresh into a new cycle on Feb **, 2016. Our records are also showing that your account's payment method is [redacted], so your billing going forward should be to your [redacted] account. If this does not happen, that will be something we'll have to look into further. Please 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 changing. You are still in the same membership plan you've been in. We are also adding on a courtesy of $45.98 to your account, good for 60 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 messages. Please 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.

Any cancellation attempts would be recorded in the customer's file, as outlined in the attached file. We have also offered to the member to give them the entirety of the eMusic balance they've paid for, since we are unable to provide a refund per our terms of use. The member has refused.

We have been corresponding with the customer regarding this case. Case #[redacted] through our Customer Service email. Here is the response we sent on January **, 2016. Hello [redacted],Thank you for contacting eMusic Customer Service.Our records show that an account with the e-mail address...

[redacted] was activated through our introductory offer where one starts a paid membership immediately and receives a free bonus spendable amount, good for the first 30 day billing cycle. This was not a free trial offer.In this case, you selected the eMusic Fan membership for a charge of $31.99.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.We have a strict no refund policy all members agree to, so a refund request is the only thing we cannot assist with. However, if you would like to stay on as a paying member with eMusic, we would be happy to issue you a courtesy amount of $15, good for 30 days starting from the date we add it on as long as you maintain an active eMusic membership.We look forward to hearing back from you.We have not received any response to this message from the customer. We do want to mention we're not seeing any evidence of $150.00 being debited from the customer, just the $31.99 amount we referred to in our response. If the customer is refusing the offer we've presented, we can understand, however our no refund policy is still in effect and we will not be making any exception to this policy, which all members agree to prior to activating an eMusic account. We have set the account under the email [redacted] and it is expiring today, February *, 2016. There will be no further billing applied for this eMusic account. As we have already stated our position regarding the refund request, we are considering this matter closed.

Revdex.com:
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, [redacted]

Revdex.com:
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]
Too late. I attempted multiple times to contact you via every avenue that I could figure out. Your customer service is non existant. Your music selection lacks diversity and I  am beyond upset with your company. I hope that Revdex.com and Consumer Affairs take the steps needed to put you out of buisness. I demand my funds to be repkaced into my bank account and terminate my service now. [redacted] will also be in touch with you about this account, I have put a stop payment on this music account. You should be ashamed of yourself for stealing peoples money for this bogus service. I am done with y you. Thank you Revdex.com ffor assisting me with this matter.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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]
Too late. I attempted multiple times to contact you via every avenue that I could figure out. Your customer service is non existant. Your music selection lacks diversity and I  am beyond upset with your company. I hope that Revdex.com and Consumer Affairs take the steps needed to put you out of buisness. I demand my funds to be repkaced into my bank account and terminate my service now. [redacted] will also be in touch with you about this account, I have put a stop payment on this music account. You should be ashamed of yourself for stealing peoples money for this bogus service. I am done with y you. Thank you Revdex.com ffor assisting me with this matter.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To clarify any confusion, we at eMusic refunded four charges. $20.99 each applied on these dates:[redacted]The only one we did not make an exception to our no refund policy on was the November membership cycle. Although we're under no obligation to make any further exception to our no refund policy, we have extended this to the one remaining charge from November *, 2015. Thus we have fulfilled this customer's request. We hope this has been resolved to [redacted]'s satisfaction.

Revdex.com:At this time, my complaint, ID [redacted] regarding eMusic has been resolved.  The business contacted me directly saying they elevated it to a specialist, and a week later saying they've removed my payment information.  Unfortunately I have no way of knowing if...

this is true for another 10 months.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Revdex.com:
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]
1) Was never able to login to (or even find) the account because the supposedly associated email does not exist ([email protected]). Consequently never got any email confirmation that the account has been established.2) As soon as charge hit, we immediately contacted customer service to close the account, not mid-month, not end of month, but the very first day. They are refusing to even issue a partial refund, let alone a full one.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On June **, 2014 [redacted] called eMusic Customer Service with regard to the account under the email [redacted]. Our agent [redacted] fielded [redacted]'s call, explained the reason for the charges that were applied, the no refund policy he agreed to when he registered and activated the...

account under the email [redacted], and presented a courtesy over time offer if he opted to remain an active and paying eMusic member. 
After speaking with eMusic's Customer Service center, [redacted] sent an email on the same date of June **, 2014:
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
Our [redacted], [redacted], sent this in reply to [redacted]'s email on June **, 2014:Hello [redacted],
 
We apologize for any frustrations. As you've mentioned, our records show an account under the email [redacted] was registered and activated on October *, 2005. Since the account was not canceled prior to the end of the free trial period, it automatically transitioned to the eMusic Basic monthly membership you had selected during your account registration.
 
Since we never received a cancellation request for the account, it remained active and charged accordingly.
 
Please note that eMusic is a subscription based membership much like an internet service or a gym membership where billing is applied automatically regardless of usage. All members agree to be charged automatically per their membership plan and only by submitting a cancellation request via email, phone or live chat (available up until March 2014), or by logging into their account and going through the cancellation process will they cease being charged automatically.
 
We also did inform you that you were still a paying member with eMusic via your credit card statements. Each charge was listed as being from emusic.com and may have also listed an additional means of contacting us. We would have been happy to address any billing concerns had we been contacted when charges were first applied. Unfortunately, that did not happen.
 
We have a strict no refund policy all members agree to, so a refund request is typically the only thing we cannot assist with. We also must point out that any charges which were not disputed within 60 days of the date they were applied are deemed accepted by the cardholder for all purposes including disputes.
 
Members also attest to reading and agreeing to our terms of use which includes both the no refund policy and our no rollover policy regarding membership balances. All members agree to use their membership balances within each 30 day billing cycle. Any unused amount expires at the end of each cycle.
 
Because all members do agree to our no rollover policy, we are under no obligation to issue any courtesy amounts at all for expired membership balances. Therefore, our offer to replace 6 expired cycle balances over time is actually going above and beyond our policies on your behalf.
 
If you would prefer to not stay on for 6 months, we could present the same courtesy over time offer, but reduce the amount of time each courtesy would be good for. So instead of each courtesy being applied for 60 days (and your having to wait until the end of that 60 days before getting another courtesy) we would issue each courtesy for 30 days. This way, you would only have to maintain an active membership with us for 3 months to get the courtesy over time offer instead of 6 months.
 
So to reiterate, we can offer to issue a courtesy of $23.98 which would be good for 30 days starting from the date we add it on, as long as you maintain an active eMusic membership. When that 30 days is over, we would add on another $23.98 courtesy good for another 30 days as before.
 
We would repeat this process once more and thus have replaced 6 of your expired membership amounts over 3 months.
 
Another thing you are welcome to do is downgrade your account to the lowest priced plan we offer, which is the eMusic Lite plan for only $6.49 monthly, and we'd still do this courtesy over time offer.
 
We apologize again for any frustrations. Please let us know how you would like to proceed.
Sincerely,
[redacted]
eMusic [redacted]
We did not receive a reply back to this email from [redacted] letting us know how he'd like to proceed. 
We at eMusic claim no wrongdoing in this matter as we billed [redacted] exactly as he agreed to per our terms of use. We did inform [redacted] that he was a paying member with eMusic via his credit card statements. It is each individual's responsibility to know how their finances are being used and to take actions in a timely manner if they feel an adjustment is needed. [redacted] did not take any action to cancel his eMusic account until contacting us via phone on June **, 2014. Therefore, all charges that had not been disputed within 60 days of the date they were applied are deemed accepted by the cardholder, [redacted], for all purposes including disputes.
We at eMusic feel we have made a generous offer to [redacted] considering that he agreed to-our no refund policy, our 60 day policy for disputing charges, and our no rollover policy regarding membership balances. [redacted] is welcome to reply back to our [redacted]'s email and still take the offer we've presented, or discuss the matter further. However, we will not be making a full refund of charges that were applied per the terms of use [redacted] agreed to. 
We feel we've addressed this complaint thoroughly, and we respectfully consider this ticket closed.

According to our records. We do have an account under the email [redacted] which was active in a free trial period starting on March *, 2014. The account was canceled and expired on March *, 2014. The confirmation email the customer is referring to is most likely specific to the...

account under the email [redacted]. There were no charges applied for this eMusic account.Because our records do show the account under the email [redacted] as having been canceled and expired, if there are current charges being applied, then [redacted] opened a second active account with eMusic. Our records are showing that prior to activating the account under the email [redacted], during the registration process, the original payment method used was a [redacted] ending in [redacted]. Our system detected that credit card as having already been associated with an active eMusic account, and this message was displayed:IMPORTANT: PLEASE READ Our records indicate that the information you have provided is already associated with an eMusic account. To login to your account click here. Please note: Only one introductory offer is allowed per person. Please see section 6.5 in the Terms of Use for details. If you need assistance please Contact Us. Our records show that the payment method was then changed to a [redacted] account and the account under the email [redacted] was activated into a free trial period. However, it is most likely that the first account [redacted] created using the [redacted] ending in [redacted] was already active when she created the second account under the email [redacted]. It is this other account that [redacted] activated and did not cancel that is most likely what she is being billed for. Cancellation requests are specific to the individual account. One must be logged into the account in question and submit the cancellation request specifically for that account. A cancellation request submitted for the account under the email [redacted] will not be automatically applied to any other active account [redacted] may have with eMusic. Although we no longer can offer any phone support, and no longer own the phone number that used to be our Customer Service number, one can email us through any contact link on our FAQs. Our site offers a link to our FAQs and contact forms at the bottom of every page on eMusic. We have not had any contact about this issue until this complaint was filed. In order for us to search our database for the account in question, we will need to be provided with information specific to the credit card or charges. We'd like [redacted] to contact us via email at this address:[redacted]Send Attn: [redacted] [redacted]Re: Revdex.com complaint #[redacted]We can then request the additional information we will need to try to locate the account in question on our database.

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.

We have followed up through our correspondence with the customer. We have refunded the three $0.99 charges that were applied.

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] 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.

Revdex.com:
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,[redacted]

Revdex.com:
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 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,
[redacted]

[redacted] attested to reading and agreeing to eMusic's terms of use prior to activating the account under the email [redacted]. Included in eMusic's terms of use is our no rollover policy regarding any spendable balance that is issued. Therefore [redacted] attested to...

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