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eMusic Reviews (258)

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]
Your proposed solution implies that you compensate for approximately 10% of money I lost. I do not consider this compensation satisfactory. As I mentioned before in my opinion your expiration case is hidden in the middle of the agreement and according to what I remember you did not clearly and prominently stated it anywhere during subscription process. I would rather incur the loss of the entire amount of money then accept compensation that is an inadequate.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our records show that the account under the email [redacted] was registered for a 14 day free trial period with a $17.50 free trial balance starting on February **, 2011. Per the terms of the free trial offer, once the free trial period ends, the account automatically transitions into the...

paid membership type selected during the registration process. In this case it was the eMusic Basic membership for a recurring monthly charge of $11.99 on February **, 2011. 
 
We do want to mention that eMusic account registration is no less than a four step, manual entry process in which we require the security code on the back of the card to be verified before an account can be activated. The customer's credit card provider approved those charges based on that information being verified.
We also see that $17.12 of the free trial amount had been used for downloading. Although there had been no usage after that point, all members agree to be charged automatically per their membership type. In exchange we issue a spendable balance which is good for the 30 day billing period for which they have been charged. Any unused balance expires when the 30 day billing period ends per the terms of use all members attest to reading and agreeing to prior to activating an account with us. 
This billing is applied independent of usage, and all members agree that in order to cease being billed automatically, they must request cancellation of their account by either logging into their account and going through the cancellation process, or by contacting eMusic Customer Service via email, phone, or live chat (offered up until March 2014). 
Our email records are showing that we have never received any email correspondence from the customer regarding the account under the email [redacted]. Our records show we have never received a phone call or chat session from the customer regarding said account. There is no evidence showing that the customer logged into their account and went through the cancellation process. 
Since we never received a request to cancel the account, the account remained active and charged accordingly. 
 
We also did inform the customer that they were a paying member with eMusic via their 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 do have a strict no refund policy all members agree to when they activate an account with us. In addition, any charges that are not disputed within 60 days of the date they are applied are deemed accepted by the cardholder for all purposes including disputes. 
We have set the account under the email [redacted] to cancel. The account will expire on July **, 2014. The customer will no longer be billed for this account. 
As we claim no wrongdoing in this matter and charged the customer according to the terms of use they attested to reading and agreeing to prior to activating the account under the email [redacted], we will not be issuing a full refund of charges applied. 
As all 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, the only exception to our no refund policy we can offer would be for the last two charges that were applied. This would be two charges of $11.99 each for a total amount of $23.98. 
If this would be acceptable, we would process a refund for a total of $23.98. If not, the customer will need to file a dispute with their credit card provider for any funds they feel entitled to.

We would like to address each point that the customer has made in their complaint. 
 
1-The customer claims to have canceled their account under the email address [redacted] online within 5 days of their account activation....

Additionally, they claim there is no place to contact customer service.
 
There is no evidence that the customer took actions to cancel their account through their account profile. Our records show that they started a 7 day free trial period on January **, 2014. That free trial period ended on January **, 2014. When we attempted to charge their payment method per the terms they agreed to, we could not successfully process the charge and the account fell into delinquency. Because we were still owed the membership fee, we continued to try to process the charge until successful on January **, 2014. This is contrary to their claim that they canceled their account within 5 days of activation. Had they canceled their account, they would have automatically received a cancellation confirmation email from us. They have not noted in their complaint that they received that confirmation email, or any confirmation message at all to support their claim of cancellation prior to the end of the free trial period.
 
We also offer a help/contact us link at the bottom of every page on the eMusic site. Even if they were not logged into their account, they could click on that link which leads them to our help pages and several means of contacting us. If they were logged into their account and going through the cancellation process, we do have our customer service number displayed on that page, as well as a live chat button during the hours of 10am-5:30pm EST 7 days a week. 
 
2-They emailed a follow up reply to the message we sent them on January **, 2014
 
We did reply to their original message which was sent on January **, 2014 with the reply the customer mentioned. This reply we sent was on January 15, 2014 which did include the option to either be canceled right away and receive an exception to our no refund policy in the amount of $31.99, or to stay on as a member and we would set their account up to receive the next month free. We asked them to reply back to this message to let us know how they would like to proceed. Our records are showing that we have not received any email in reply, we had been awaiting a reply to their email up to the point that they called us on January **, 2014. 
 
3-We did cancel the account and applied a refund during the call on January **, 2014 and they would have to wait another 5-10 days before they receive it. 
 
When we apply a refund we inform the customer that it can take their credit card provider 5-7 business days to process the refund. We can and did apply the refund immediately during the call on January *, 2014, but it depends on the credit card provider as to how long it will take them to process that refund. Typically, most refunds get processed sooner than that, but once we've applied the refund it is out of our hands as to how long the credit card provider will take to put those funds back. 
 
4-The customer did not approve/authorize the charge that was applied. 
 
All members agree to be charged automatically per the terms of use they attest to reading and agreeing to prior to activating an account with us. This customer agreed to be charged if they did not cancel their account prior to the end of the free trial period. The customer did not cancel their account prior to the end of the free trial period and therefore was charged accordingly. 
 
Since we have issued the refund and closed the account, there is nothing more we can do to assist in this matter. We are respectfully considering this matter closed.

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:
 
In my original complaint I uploaded a file, a photograph of a screen capture, which I beleived showed the company's email to me on January[redacted], and also showed my email response to the company on that same day. I was mistaken, the file I originally uploaded did not show my reply. I am attaching a file to this response which shows my reply to their offer, on January[redacted]. I will also copy and paste that email here, and am happy to forward it to any email address you wish.  
 Here is the copy / paste of my email:
?
[redacted]
to ALC
*
Thanks for writing back. I'm not upset about being billed (or about anything). I wasn't billed unexpectedly. I have my account deactivated now and can't figure out how to close it without reactivating. So I will chose option 1, close my account, but it's not because I'm upset. I'm just not going to be buying anymore music or books.
Thanks,
[redacted]
Hello [redacted],
Thank you for contacting eMusic Customer Service.
eMusic is a subscription-based service where members are automatically charged per the membership plan they select during our registration process. Charges are applied after a free trial period ends, or if a free trial balance is exceeded. One may also accept an offer to start a paid membership immediately and receive a free bonus amount good for the first month of membership. One of these is the reason you have been charged.
We understand you are upset about being billed, and while we do have a no refund policy all members agree to, we would like to offer you an option:
1-We can completely close your account under the email [redacted]
OR
2-If you’d like to stay on as a member, we would be happy to set you up to receive your next month of service for free!
We believe we are one of the best values for online music and audiobook downloading. We’d love to give you a chance to see that for yourself.
The choice is yours! Let us know which option you would like and we’ll make the appropriate adjustment to your account.
We look forward to hearing back from you.
Sincerely,
Describe Problem
My account is currently deactivated (by me). I'd like to cancel my account, but that link seems only to be available if I reactivate my account. It seems likely that doing so will incur a charge to my credit card, so I'm writing to ask you to cancel my account.
Thanks,
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]
 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
[redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

concern.

We see no evidence of a cancellation request being submitted for the account under the email [redacted]. Had there been a cancellation request submitted, there would have been a date given as the day the account would expire, and a confirmation email automatically sent out to the email...

address on the account ([redacted]) which would also have included the date the account would completely expire. As we see no evidence of a cancellation request being submitted for the account under the email [redacted], per the terms of use, which all members attest to reading and agreeing to, the membership billing would continue to be automatically applied. This billing is automatically applied independent of usage. In addition, we at eMusic also do not have any ability to "sync" a payment method without authorization. We can only bill to a payment method that has been manually entered by the payment method holder. It sounds like the payment method in this case was a debit card attached to a checking account. We at eMusic merely attempt to apply the membership fee owed to the payment method we are supplied with, during our four step, manual entry registration process. One's credit/debit card provider approves the charges and debits the funds. If there is any question as to why they were continuing to process those charges, one would need to contact their credit/debit card provider to ask why. In the meantime, we at eMusic billed the cardholder exactly as they agreed to be billed and we claim no wrongdoing in this matter. We would need to be provided with proof of a cancellation request being submitted, along with a verifiable date of submission. Otherwise, all charges would stand under the no refund policy all members agree to. We see the account under the email [redacted] has also not yet even been set to cancel. We have set the account under the email [redacted] to cancel and it will expire on July **, 2015. There will be no further billing for this eMusic account.

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]

This matter was resolved through our Social Media channels and our agent [redacted] who did make an exception to our no refund policy and issued the refund for the $11.99 charge that was applied to the account under the email [email protected]. This was processed on February *, 2015 and the...

incident ID for the message [redacted] sent to the customer with confirmation of the refund is [redacted]. Therefore, we consider this matter closed.

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

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

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.

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]

Better Business...

Bureau:
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]
 Two of the above refunds were to reimburse two charges that occurred AFTER the complaint was filed. I am still in need of refunds for November and December, since my last successful transaction on the site was October, 2015.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have replied to the customer's decision, through the email case we sent out (case #[redacted]), 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 address. However, as we mentioned, the agent assigned to the case did not notice that [redacted]'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 [redacted], and made an exception to our no refund policy for the last two charges applied.

According to our records, [redacted] registered and activated the account under the email [redacted] through our introductory offer in which one starts a paid membership immediately, and receives a free bonus $25.00 spendable amount, good for the first 30 day billing period. This...

was not a free trial offer.The terms of the introductory offer being accepted are repeated throughout the registration process, in the confirmation message displayed when the account is activated, and in the welcome email that is automatically sent when the account is activated.Per the terms of use all members attest to reading and agreeing to, all charges are non refundable. Our records show that we did receive communication from [redacted] on October *, 2015. Our agent Jamie replied to the email on October *, 2015, providing the same information as above, including our no refund policy. We also offered to give [redacted] the next month of membership for free, but have not had any reply back. In the meantime [redacted]'s account under the email [redacted] is set to cancel and will expire on November *, 2015. As we see no wrongdoing in this matter, we respectfully consider the matter closed. We'd be happy to hear back from [redacted] through the email correspondence we've been awaiting a reply to.

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

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

We'd like to address all the complaints within. 
1-There is nothing in the eMusic website that makes it difficult to cancel one's account. While one is logged into their account, one can navigate to the account page and simply click the "Cancel Account" button to start the...

cancellation process. Cancellation through the account page is a very simple three step process. 
One can also contact customer service to request cancellation. If one does navigate to the cancel page to start cancelling their account, the customer service phone number is listed there. 
Near the bottom of every page one can link to our Help/FAQ pages. On every subject there is a means of emailing an eMusic customer service agent as well as a link to our twitter pages. There are ample means of contacting customer service to request an account cancellation. We do not feel there is any undue complication in our account cancellation options and process. 
2-All members attest to reading and agreeing to our terms of use prior to actviating an account with eMusic. Included in our terms of use is our no refund policy concerning membership charges. Thus, the customer in this case also agreed to the terms that their charges would be non refundable. We did present a solution by offering to issue a courtesy amount of $73.98 in lieu of our no refund policy, which the customer accepted and used entirely. 
3-There is no expectation established in our terms of use that customers will be able to redownload their previous purchases for free. Per our agreements with the labels, we cannot offer any free redownloading. Thus, we did not "deny access" as the complaint states, but it is simply that we can't fulfill the customer's request to redownload all their previously downloaded music for free. 
Once music files have been delivered to one's computer, emusic claims no further responsibility for those files. Therefore, it is each individual's responsibility to back up their downloads so they'll have an extra copy handy in case something happens to their computer or device and they lose their downloads. Just like purchasing a CD in a store, if it is lost, stolen, or damaged over time, one would have to purchase a new copy if they wanted to repalce it. We issued another courtesy of $36.99 to help the customer repurchase some of those lost items, but all our customers do have to repurchase anything they lost due to a system failure.
4-Upon the customer contacting our agent [redacted] to complain further and demand refund, our agent [redacted] did make an exception to our no refund policy and issued a refund for the recent charge of $31.99 which was applied when the customer reactivated their account. 
We feel we have been very fair in this matter while working within all our policies that the customer agreed to when starting an account with eMusic. We feel there is no new matter that has been brought up that we didn't address and offer a solution for despite the fact that we were under no obligation to offer either any courtesy amounts or exceptions to our no refund policy. 
We respectfully consider this matter closed.

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.

According to our call recordings, the customer had called us on March*, 201* and spoke with our agent [redacted]. During the call the customer accepted a one time exception to our no refund policy for the charge applied on March *, 201* in order to give the customer a free month of service in exchange...

for keeping their account open.
The agent specifically noted that the cancellation was voided on the account under the email [redacted] and that billing would resume on April*, 201*. The agent also made sure to mention that the customer would need to submit a cancellation request before that date if they did not want to continue being billed. The customer acknowledged this information and agreed to those terms. 
Despite this evidence, we have decided to make a final exception to our no refund policy in this case and have issued the refund of $11.99 for the charge applied on April*, 201*. Customer, please allow your credit card provider 5-7 business days to process the refund.

This is unusual for eMusic, but this one was a result of a system error. We did process the refund and fully canceled their account. This is documented through case # [redacted] on our email system. This matter was resolved to the...

customer's satisfaction.

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Description: Music & Messaging Services

Address: don, Rossville, Georgia, United States, 30741

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