Pandora Media, Inc.

Complaint: [redacted]I am rejecting this response because:
While I received two of the refunds, I still have yet to receive a refund to my AMEX account for...

the 3rd outstanding charge.  I have waited 10 business days and still no refund on the one account. As soon as the final refund has been processed, I will accept this response.Sincerely,Luke [redacted]

Initial Business Response /* (1000, 5, 2015/12/16) */
The listener reached out to us using a different email address than the one that is associated with his Pandora account. Our listener support team has requested the proper account email address so that they can identify and assist.

The listener believes we offered a lifetime membership. This is something we never offered. If she upgraded to Pandora One, she needs to provide more information for us to locate it. 
We need to know the following:
1) any (other) email addresses you may have used
2) the Birth Year and Zip Code on that account
 
On your bank statement, were you charged via iTunes, Google Play, Amazon or directly from Pandora?
If you were charged directly from Pandora, please send all of the following information about the card that was charged:
 
the FIRST 4 digits of that card
the LAST 4 digits of that card
the DATE of the charge(s)
the NAME that appears on the card
 
If you were charged through Google Play, please let us know what Gmail address your Google Play account is under.

Our support team will reach out directly to the listener to discuss next steps.

Complaint: [redacted]I am rejecting this response because:
As a business, you can refund the unauthorized charges but are refusing to do so. I would hope that Pandora would do the right thing and resolve this issue via refund. 
Sincerely,Angel [redacted]

Initial Business Response /* (1000, 5, 2016/01/07) */
This is the first we've heard of the problem. The listener has not contacted our listener support team for help.
In response, we will have listener support contact him directly to troubleshoot and/or refund.
Initial Consumer Rebuttal /*...

(2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have refunded my subscription and promptly have resolved the problem.

Initial Business Response /* (1000, 5, 2014/05/28) */
Please contact our Listener Support team at [redacted]@pandora.com and they will be able to sort this out.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
No support by there so called support.
Final Business Response /* (4000, 9, 2014/06/23) */
The Listener Support team says that this customer has two Pandora accounts and has been transferring his subscription between the two that seems to be where his confusion and frustration lies.
Listener Support is reaching out to him today to resolve this issue.

The listener emailed us on 4/9 and we responded with the cancellation today (4/10). Issue should be resolved.

We maintain a curated collection of music, and our policy is not to discuss reasons why we make each of these decisions.
 
We might pass on a release due to any number of reasons. Above all, our ultimate guiding principle is to build a collection for the benefit of our listeners.

Refund was issued on 4/18/18

Final Consumer Response /* (2000, 5, 2015/04/10) */
To [redacted],
This case was resolved satisfactorily. The issue was a soft ware glitch which, apparently, limited Pandora's access to billing information collected by iTunes.
Thank you for your assistance,
[redacted]
03/22/1972

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]

Initial Business Response /* (1000, 5, 2015/03/12) */
It appears that the listener's account is not tied to the email address that was provided to us in his initial outreach. It's possible that he may have used a different email address when he upgraded to Pandora One.
Out listener...

support team suggested that he cancels with iTunes so that he is not charged again.
A response was sent to the listener on 3/8/15:
Marco Pandora
MAR 08, XXXX XX:XXPM PDT
Thanks for writing back. Unfortunately, I am unable to read the receipt you had included in your last email due to the low resolution.
Unfortunately, I don't have direct access to the iTunes billing system so I would be unable to determine why your subscription through them had lapsed.
That being said, if you haven't resubscribed as of yet and would like to subscribe to an annual membership, I've gone ahead and added the loyalty rate as a payment option for you on the Pandora website.
In order to take advantage of this, you will need to log into your Pandora account from a computer (not your iOS device) and resubscribe directly through Pandora here: www.pandora.com/one
Your subscription will then continue at the monthly rate of $3.99 and it will renew automatically each month unless your card information becomes out of date, or you decide to change your auto-renewal settings.
If your subscription expires again and you later decide to upgrade once more, you will be offered the new subscription rate of $4.99 per month.
You can manage your auto-renewal option and update your card information by visiting the following link from a computer: http://www.pandora.com/account/billing
I hope that helps. Let me know if you have any other questions. Thanks for listening!
Initial Consumer Rebuttal /* (2000, 7, 2015/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/07) */
This is the first we've heard of the problem. The listener has not contacted our listener support team for help.
In response, we will have listener support contact him directly to troubleshoot and/or refund.
Initial Consumer...

Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have refunded my subscription and promptly have resolved the problem.

After reviewing the case, it turns out this listener was affected by a billing error. We incorrectly offered 7-day trial, while on their mobile device. Instead of receiving the trial, they were charged immediately.
 
Unfortunately, we can’t issue a refund because they were billed...

through iTunes. However, we can offer a month of complimentary Pandora Plus.

Initial Business Response /* (1000, 8, 2014/05/05) */
I am told that a full refund was issued here 13 days ago

Complaint: [redacted]I am rejecting this response because: I did pay with a check that I am looking for. I did get a receipt a agreement with Pandora that I would never have to pay or listen to commercials which is why I never had a payment history. I paid with a check. I need time to find them   Sincerely,[redacted]

The refund issue is with iTunes (as the transaction owner) not with Pandora. Our listener support team has reach out to the listener to help him/her resolve with iTunes directly.

I am not getting as many commercial's as I once was. Pandora has two kinds of commercial's. They have Ads that come from there site. These come once every two songs up to 25 Ads per hour. They also have advertisement's these are every one every hour. The remote is frozen so you can't stop, go back...

or forward on the remote. I am not getting the Ads but still I am getting the Advertisement where the remote is frozen. So I am getting one Advertisement every 45 minutes. Before I was getting 26. I know it IS an improvement however was I purchase years ago is NO commercial's.

Initial Business Response /* (1000, 5, 2015/03/13) */
Pandora Listener support responded directly on March 10th with a confirmation that a refund had been issued. Was also advised that it may take up to 10 days before the credit is reflected on his/her account balance.