Pandora Media

Final Consumer Response / [redacted] (2000, 5, 2015/04/10) */ To ***, This case was resolved satisfactorilyThe 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/

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ This is the first we've heard of the problemThe 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 (The consumer indicated he/she ACCEPTED the response from the business.) They have refunded my subscription and promptly have resolved the problem

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

This customer reached out to our listener support team who advised that, per our terms of service, we cannot refund the paymentWhen 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 basisI 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

This was sent to the listener on [redacted] 3, [redacted] by our listener support team: I completely understand your frustrationLet'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 systemSince 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 accountA subscription purchased with a particular [redacted] can only be applied to *one [redacted] 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 accountHe 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] deviceWhen being billed through a 3rd party such as [redacted] , Pandora has limited access into the billing detailsWe 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 detailsImagine if you were to subscribe to [redacted] through your local cable company but went directly to [redacted] for the refundJust 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: 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 ***? 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]

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

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 business days and still no refund on the one accountAs soon as the final refund has been processed, I will accept this response.Sincerely,Luke [redacted]

Refund was issued on 4/18/

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

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

The listener, should she choose to re-subscribe at the $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

Complaint: [redacted] I am rejecting this response because: If I didn't qualify for the trial it should have alerted to me that not just bill me 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 itI would not have joined it.Sincerely,Laura [redacted]

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

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ This is the first we've heard of the problemThe 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 / [redacted] (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

Complaint: [redacted] I am rejecting this response because: Panadora has not answered the allegations of the complaint and therefore admit the allegations of the complaintPandora claims it's policy is not to respond, leaving the allegations undisputed by Pandora, and affirms the complaints claims againts Pandora Media (Pandora Internet Radio)..Sincerely, [redacted]

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

Initial Business Response / [redacted] (1000, 9, 2015/06/22) */ The issue has been resolvedOur listener support team reached out on 6/directly to Mr [redacted] and issued his a pro-rated refund of $ They did note that "Although this request has been sent immediately to the merchant processor, it may be up to days before the credit reflects on your account balanceHowever, 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]

This listener is experiencing a known issue and our engineers are awareWe don’t have an ETA yet of when it will get resolvedWe 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