Pandora Media, Inc.

Our user support team reached out directly to the listener the week of 10/30 regarding the refund and instructions on how to restore the [redacted] sub.

Because the subscription was purchased (and refund processed) via Google Play, she will need to contact the Google Play support team for any further assistance. She has been provided the refund confirmation number and Google Play contact info.

This listener is experiencing a known issue and our engineers are aware. We don’t have an ETA yet of when it will get resolved. We understand that the listener is a paying subscriber and have given instructions on how to cancel his subscription.
There isn’t anything more that we can offer at...

this point.

Complaint: [redacted]I am rejecting this response because:
This is unacceptable. I attempted to cancel this unauthorized subscription in a timely manner and it wasn't completed by Pandora until after I was charged a monthly service fee. Sincerely,Angel [redacted]

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. They did refund the full amount.Sincerely, [redacted]

The listener, should she choose to re-subscribe at the $4.99 level (Pandora Plus), will find that her stations are still in-tact (as long as she uses the same email address.)
Because Pandora Plus does not offer on-demand listening, she will find that any playlists that she's created will not be accessible.

Our listener support team will reach out directly to the customer to try and troubleshoot. We are still only showing one account for him.

This customer reached out to our listener support team who advised that, per our terms of service, we cannot refund the payment. When signing up for the ad-free (Pandora Premium) trial, the customer checked the box that reads "I have read and agree to the Subscription Terms and authorize my payment...

method to be charged on a recurring basis. I understand I can cancel my subscription at any time."
 
Terms of service are spelled out here:[redacted]
 
We have disabled the auto-renewal on this account so the customer will not be charged again.

Complaint: [redacted]I am rejecting this response because:
My question has not been answered.  I can supply the payment information for the account being charged as it was the same card for both the Pandora charge and [redacted] charge.  I can supply statements as proof.  What PANDORA account where both charges being processed for on my[redacted] ending [redacted]?  This should be obtainable information from PANDORA.  I have attempted to resolve with [redacted] and the problem is PANDORA.  PANDORA has allowed two payments to be processed for one PANDORA account.Sincerely,[redacted]

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. I did receive a full refund after many weeks of emails.Sincerely, [redacted]

We show a confirmation of all three refunds. The listener needs follow up directly with American Express using the confirmation numbers provided.

Complaint: [redacted]I am rejecting this response because: I No longer want to do business with an unfair company. All I want is my money back now, and will disregard any other dealings with this company.  The service was repeatedly "forced closed", there is no customer service contact number, the e-mail customer service is not sincere or care about keeping your business. The negative complaints on Pandora are now confirmed with me. 
I only want a refund, I will not subscribe again. 
 
 
 
Sincerely,[redacted]

Because the listener agreed to our subscription terms and did not cancel the subscription before the free trial expired, we will not be issuing a refund.

Complaint: [redacted]I am rejecting this response because:
The only thing that Pandora did was refund me $10 and cancelled my service (without giving me the option to keep it); Now leads to another problem because ALL of...

my music that I did have has disappeared. Pandora offers a 4.99 plan; however, stated that they can't lower the premium. Sincerely,[redacted]

We replied to the listener's inquiry on 3/28 and informed her that she was billed because she didn’t qualify for another trial. We have not heard back from her.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/06/22) */
The issue has been resolved. Our listener support team reached out on 6/10 directly to Mr. [redacted] and issued his a pro-rated refund of $25.97.
They did note that "Although this request has been sent immediately to the merchant processor, it...

may be up to 10 days before the credit reflects on your account balance. However, it should definitely show up on your next account statement that includes today's date."
Please let me know if we need to take additional steps to resolve.
[redacted]

In response, our listener support team sent the following to the listener on 6/20:
 
Hi [redacted],
 
We received your additional complaint via The [redacted]. I am a manager here. I do know our history of what we've offered as payments and unfortunately we never had a lifetime membership for $179 or any other price. We only have yearly subscriptions and more recently the option to pay monthly. 
 
The account under [redacted] was opened in August of 2009 and has no payment history at all. 
 
Years ago Roku devices historically did not have advertisements on them as we were still growing the platform. This was not related to any offer of ad free listening for the lifetime of the account. Simply we did not have advertisements running on some consumer electronic devices and since the platform has grown, we now have advertisements on all platforms such as Roku, Automotive, etc. 
 
Pandora incurs substantial costs in licensing and streaming for every song it streams. In order to provide this service free to listeners, we need to generate enough advertising revenue to cover our costs. Simply put: no ads, no Pandora.
 
As an act of good faith, I have applied a year of Pandora One to your account. It will expire on 6.20.2017
 
I hope this makes sense, and I hope you'll choose to stick with us. Thanks so much for listening to Pandora! 
 
start signature block Best, 
[redacted] | Pandora 
Listener Support Manager 
PANDORA® internet radio 
Need help? [redacted] end signature block signature end

This was sent to the listener on [redacted] 3, [redacted] by our listener support team:
I completely understand your frustration. Let's work together toward a the desired resolution. 
Even though you are upgraded to ad-free listening, which is provided by Pandora, you are charged for a second...

subscription through [redacted]. Your billing info, such as your credit card information, is in the [redacted] payment system. Since they are one of our vendors, we do not have access to their billing system to cancel this second charge for you.
Do you share your [redacted] with a friend or family member? If so, they may have upgraded to Pandora One using their personal Pandora account. A subscription purchased with a particular [redacted] can only be applied to *one* Pandora account at a time.
If you have not already done so, you'll need to contact [redacted] directly to cancel the charge that you are seeing made by them.
As a reminder, you can get in touch with the [redacted] support team here:
https://getsupport.apple.com/
____________________________________________________________
He mentions an [redacted] charge around the 11-13th of the month which we have no record of and believe this may be tied to another account. He needs to cancel this from his [redacted] device or with [redacted] or he will continue to be charged.
An [redacted] subscription of this nature can only be initiated by the owner of the [redacted] using an [redacted] device. When being billed through a 3rd party such as [redacted], Pandora has limited access into the billing details. We also don't have the option to cancel the subscription, this is something Apple owns.
Pandora One is the product but since it has been billed through [redacted], they essentially own the subscription and all billing details. Imagine if you were to subscribe to [redacted] through your local cable company but went directly to [redacted] for the refund. Just trying to explain why we sent you back over to [redacted].”
If the listener doesn’t want to deal with [redacted], he can dispute with his card company if he does not want to supply Pandora with additional information.

Complaint: [redacted]I am rejecting this response because: 
1. If I didn't qualify for the trial it should have alerted to...

me that not just bill me 
2. The trial did not specify new members only which is why I signed up for, if it would have alerted me that it was for new members or that I didn't qualify for it. I would not have joined it.Sincerely,Laura [redacted]