Spotify

Hey,We will investigate the matter and get back to the customer.Thanks,

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:

 reply of "they will contact the customer" is not a resolution. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I don't have a Spotify account. I saw the charge on my credit card statement for 9.99 per month for the last 5 months. I contacted my credit card. They said they are putting in a claim but it could take up to 6 months. They also said to contact Spotify. I tried but they are asking for my email address. This clearly states my email doesn't have a Spotify account attached to it. Then Spotify explain to me how you are charging me 9.99 per month when I am not a subscriber?

Review: My spotify account was hacked and I have no way to gain access to it. Spotify does not respond to my emails and does not have a customer service phone number. There does not appear to be any reliable way to contact them. They are billing me $10 per month and their is no way to cancel because I can not login to my account. When I try to login it says that my email is not associated with my username. The password and email have apparently been changed by whoever hacked my account.Desired Settlement: I would like to regain access to my account and have the email changed back to my email. I would like to speak to a real live person from spotify who can help to fix this problem.

Business

Response:

Hi,I have been in contact directly with [redacted] regarding this matter and hope for a quick resolution.Regards,[redacted]

Consumer

Response:

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]Spotify still has not resolved the issue of my account being hacked. Spotify customer service is completely incompetent and almost non-existent. I still do not have access to my account. They send generic emails saying they are investigating the issue, but nobody takes responsibility for actually fixing the issue. They have not responded to me directly and their is no way to contact them directly. Multiple emails get either no response or generic/unhelpful responses days later. It is hard to believe that a company with 40 million subscriber is incapable of making or receiving a phone call.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi,We have been in contact with [redacted] and this should now be resolved.Regards,[redacted]

Consumer

Response:

It is inexcusable how incompetent and inadequate Spotify's customer service is. I have now regained access to my account, but it took five days and about twenty emails. Almost any other company would have resolved the situation with a simple phone call in a few minutes. Spotify does not even have a system to reach them by phone nor do they have a real time chat service. The Spotify motto appears to be: The customer comes last. 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,

Review: Spotify has been double-charging unauthorized charges each month. They charge 1 subscription fee on the [redacted] of the month and again on the [redacted] of the month. When I asked them, they claimed I had two accounts open, even though one of them had essentially never been used. They have charged me $90 more than they should have. I've repeatedly asked them to refund my money, but they cite company policy and refuse to do so. They have charged me an extra $9.99/month from February 2014 - December 2014.Desired Settlement: I'd like a refund for $100 for the extra charges they charged me from February 2014 - December 2014.

Business

Response:

Hi There,I will contact the customer directly and get this sorted.Kind regards,[redacted]

Consumer

Response:

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:

Spotify has merely stated that it will discuss my problem with its customer service team. They have not offered me a refund. I originally reached out to their customer service department and was not refunded the money, which is why I filed the complaint with the Revdex.com in the first place.Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hey,We have contacted the customer and attempted to resolve the issue. Waiting for response.Thanks!

Consumer

Response:

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:

Spotify has agreed to give me a refund. I'm waiting for the payment to reappear on my credit card, and I will close the Revdex.com complaint. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Bought $30:gift card.

Purchased $0.99 trial for 3 months.

Spotify said entire $30 gift card was "consumed" / "gone" after paying $0.99 trial!?

They did not want to offer a balance.

After email discussion, they said because I used a gift card, I could not take the $0.99 offer, but, Web site did not say so.

In any case, even if it was 3 months, since my daughter is a student, she should pay $4.99 not $9.99. And thus, $30 gift card would be 6 months.

Also, regardless of which way this is looked at, it is illegal to take away value from a gift card. Be it $29.01, $15.97 or even just $0.03. Spotify has a legal obligation to give me value from all $30 gift card I paid. Do they skim $0.03 or a dollar on each card?

I spent many emails on last 3 weeks back and forth with Spotify Customer support. They keep changing their mind: e.g. if I sent them a copy of receipt and back of the card, they would refund the $30 gift card. When I did exactly that, they said that they couldn't refund a gift card!? They were the one who proposed that solution!?

At this point, I'd like to get a full refund of my $30 gift card OR, 8 months of service for my daughter (aka 3 months for $0.99 and then 5 months at $4.99 student rate: I'll forfeit the remaining value: $30 - $0.99 - (5* $4.99) = $4.04).

BTW, this was the most complicated Christmas gift I ever gave to any of my children!!! Next time, I'll prefer a toy which requires assembly + batteries. :) or rather :(Desired Settlement: At this point, I'd like to get a full refund of my $30 gift card OR, 8 months of service for my daughter (aka 3 months for $0.99 and then 5 months at $4.99 student rate: I'll forfeit the remaining value: $30 - $0.99 - (5* $4.99) = $4.04).

Business

Response:

We've sent a reply to the user which outlines a fair settlement for the issue, as well as a detailed explanation of why the respective discounts can't be applied to the gift card they redeemed.Thanks,

Review: After hours of searching for a way to cancel my subscription, there seems to be no way to do it. I signed up via [redacted] and no longer use [redacted] and cannot find a way to cancel the Spotify on there page or [redacted]s page.Desired Settlement: I would like to cancel my subscription and would gladly do it myself if it were possible to find a way to do so. Everything is in a foreign language on Spotify's actual site and there is not a cancel option to be found on [redacted] or Spotify. Please help! My [redacted] account has Spotify deducting a payment each month. Thank you

Business

Response:

Hi There,I will contact the customer directly in order to get this sorted for them.Kind regards,[redacted]Spotify Customer Support

Consumer

Response:

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,

Review: We are being billed when we shouldn't be and I have no way of calling this company to stop the billing. Trying to find a phone number to call someone and it does not seem to exist.Desired Settlement: I would like someone to call me about this matter from Spotify. ###-###-####

Business

Response:

Hey,

We'll get back to the customer now in an effort to resolve this matter.

Thanks,

Review: I cancelled my subscription 2 months in a row but I am still being charged for the service. I contacted the company twice through a contact form on website still no response. Also, there is no contact number on website.Desired Settlement: I would like a refund for the months I cancelled and still were charged for and also I don't want to be charged again

Business

Response:

Hey, We will contact the customer and resolve the issue. Thanks,

Review: My son, [redacted] "[redacted]" [redacted], set up an account with Spotify to charge his credit card monthly of $9.99 so that he could listen to unlimited music on his cell phone. [redacted] passed away on 8/**/13 and was charged by Spotify on 8/**/13 for $9.99. Their customer service line is only a recording that does not allow you to talk to a LIVE person. So I sent a letter to them requesting a refund along with a copy of his credit card statement and death certificate. I rec'd a letter back from them stating that they could not send a check refund but could refund the credit card if I sent an email to - [redacted]. I sent an eamil on 9/**/13 and two on 11/*/13 with return receipt. They have never opened the three emails and I STILL HAVE NOT received the refund back on his credit card.

This company is a joke.Desired Settlement: I would like this refund in the next week along with an email of the refund confirmation....

Business

Response:

Hello there.

janky, shady company. anything to save a buck. the only help option on your account is some generic community board to post your question to because they are too lazy to give you a direct contact option even though I'm a paying customer. I had to go some round about way just to find an option to contact them. worthless company. now they are saying I cannot disconnect my [redacted] account from spotify even though I want to deactivate my [redacted] account. they state in their lame generic forms I need to create a new spotify account and then contact them and wait for them to move my playlist over. what a janky company. DO NOT USE SPOTIFY. There are other better music players out there. Its funny how lazy a company can be where they will do anything not to have to answer a customers question yet they are monthly paying subscribers, lazy and worthless.

Review: I have been a premium subscriber of Spotify's service for over two years. Recently, I've discovered that the company has been double charging me for the service since October of last year. The dates of the charges are The dates are 6/*/15 and 6/*/15, 5/*/15 and 5/*/15, 4/*/15 and 4/*/15, 3/*/15 and 3/*/15, 2/*/15 and 2/*/15, 1/*/15 and 1/*/15, 12/*/14 and 12/*/14, 11/*/14 and 11/**/14, and 10/**/2014 and 10/**/2014.

I have been charged an excess of $105.90. I have tried contacting the company multiple times to no avail. Nobody has been able to solve my problem or offer a resolution. The company stated that somebody else's account had my credit card information and that I was being charged for that service. I asked them to cancel the subscription and refund me my money because that account wasn't mine. They apologized for the error but stated that they could not refund me my money.Desired Settlement: I want someone from the company to refund me in the amount of 105.90 for all the months they charged me without my permission and for a service I did not use.

Business

Response:

Hi there, We will contact the customer and try to resolve the issue. Thanks,

Consumer

Response:

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:

They have not resolved my issue. Instead of contacting me to discuss this issue, so I could explain what my issue is, they cancelled my subscription entirely. This included the subscription I wanted to keep. I have never had such terrible customer service in my life. It is impossible for anyone to get any information out of this company or get a straight answer. In addition to cancelling my account without any warning, they said I would receive a refund, I still haven't received it. I am beyond frustrated with this company. I do not understand how anyone can do business like this while continously being unhelpful at every single turn. I will NEVER be a spotify customer again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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:

It has been two months and the company has repeatedly refused to refund my money. If they are willing to refund my money to me, I will not pursue legal action. However, everytime they say they will reach back out to me, they continously tell me there is nothing they can do. If you're company is willing to refund me the money they rightfully owe me, then lets talk.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hey, 1. Please see the attached photo that shows one of the accounts following the others playlist name '[redacted]'. 2. We believe that the user's card was attached to an account created for a friend of the user. Therefore the charges were intentional and not mistaken nor fraudulent. If the customer suspects that the charges are fraudulent, then as we instructed the user she should contact her credit card company's fraud department. If you have any questions, please get back to us. Thanks

I received a year subscription to Spotify as a Christmas gift in 2014. I was already enjoying a free 3-month trial of Spotify but it had ended, or at least I thought it had ended since I was back to those annoying commercials, so I activated the gift subscription by inputting the code on the hard copy of the Spotify gift subscription card I received. It appeared that everything was good and I was once again enjoying Spotify Premium....until I noticed on my [redacted] this month that I was being charged $10 a month. I didn't notice the charges until this month and saw that I had been getting billed for the past 6 months. I tossed the year's subscription gift card after the Premium service was reinstated so I have absolutely no proof or recourse. I asked Spotify what happened, and they said that they had no record of me activating a year subscription and that my 90 day premium free trial had ended and they automatically began billing my card. If that were true, I wouldn't have had an interruption in premium service...so something stinks in Denmark.

This is concerning the free trial SCAM this company is running. I signed up for a three month free trial in December of 2014. I did everything as specified, cancelled the free trial the day before it expired and according to my Spotify account information, I've been using the free version. Yet, my bank account is being charged $10 every month and I can't get them to stop it. I've tried several ways to contact them and they don't respond. This is not okay and not any way to practice business!

Review: Spotify charged my [redacted] account on April [redacted] for my monthly service. They then charged my [redacted] account again on May [redacted] for the same months service. I contacted the company and they claim the first payment never went through. Clearly they both went through. Both charges appear on my [redacted] statement and my credit card statement that my [redacted] account is linked to. They told me to contact my bank so I did. The bank said that both charges went through. I sent spotify screen shots of my bank statement that clearly show both charges. This is what they keep telling me. Even after I confirmed with the bank that both charges went through. "But the reason we're unable to refund is because the payment did not reach us. Only one of them did. The other one failed. Hence, we'll be unable to process a refund for that." So where is the second payment? Is it lost in space? I have to pay for both charges so someone recieved the second charge. If it wasn't spotify who was it? I've been dealing with this company for almost two weeks about this. I feel like they are scamming customers by charging them twice then telling them they never recieved one of the payments.Desired Settlement: I just would like them to refund one of the charges.

Business

Response:

Hi,I have replied to [redacted] directly to resolve this matter.Regards,[redacted]

Review: I am unable to log into Spotify or cancel my account. I have left messages on their [redacted] and [redacted] accounts. They have continued for the past 4 months to take money out of my account.

I want to cancel this account and they are not respondingDesired Settlement: I want my account cancelled and I want reimbursed

Business

Response:

Hey!We'll contact the customer and try to resolve the issue.Thanks,

Consumer

Response:

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,

Review: I have been subscribed to spotify since earlier this year and have enjoyed the app on my phone until last month when they charged my monthly subscription twice causing an overdraft in my checking account then doing nothing to fix the problem. Then receiving this month's payment and again trying to charge me twice. After exchanging emails all afternoon they insist I have another account I'm sure I be quite aware if I had created another account especially if it's linked with my bank account I'm very cautious when it comes to giving my checking account information out there is absolutely no need for 2 spotify accounts it makes no sense and from the emails today it seems there not fixing the problem so I refuse to stay a loyal customer to them I know I'm just a tiny grain of sand on a whole big beach but they should be able to make it right and have refused so I will be canceling my subscription and I'm reporting them here and to my bank until this matter is taken care of it hope you guys can helpDesired Settlement: I now want last month's payments that were charged to my account which is 20 dollars including the over draft fee of 34 dollars and this month's 10 dollars I want a refund of 64 dollars in total I should be asking for 100 dollars for them wasting my whole day exchanging emails with them and getting no where I'm extremely upset about this

Business

Response:

Hi, This refers to our case number [redacted]. The customer had opened a second account called 'nickystylez' and it was this account which charged the customer on the [redacted] of the month. I can see that the customer has not used 'nickystylez', so I have refunded the charges that were made to that account. Since the overdraft fees were charged by the bank, we will not be able to refund those for the customer. Kind regards, [redacted]

Consumer

Response:

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,

Review: I signed up for a Spotify (an on line music service) offer. Free for 30 days then $10 per month for add free music service. I took all steps to cancel the service during the free trial. The website says that I do not have "Premium" service" and therefore have nothing to cancel and would never acknowledge a cancellation. There is absolutely no way to contact the company by phone. Even the number listed on their credit card transaction appears to be bogus. I do not have "Premium" service on my cell phone, and am being charged anyway. They have made it absolutely impossible to resolve the issue on their web site or by calling the company. My user name for the website is: [redacted]Desired Settlement: They need to confirm the Premium service is cancelled and that no future monthly billing to my credit card will occur.

Business

Response:

Hi there, We'll contact the customer asap. Thanks,

Consumer

Response:

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, if I see the refund posted as promised.

Sincerely,

Review: I cancelled my spotlight account before trial period ended. Since then I have fraudulently been charged two 9.99 charges that I have disputed with my bank and have had two 25.00 overdraft fees that I cannot have reversed. I would like to receive a refund for those charges. I have had to order a new debit card because of this so they would have to send me a check. They offer no business telephone number and get the run around on contact formsDesired Settlement: rEimbursement by check for fifty dollars

Business

Response:

Hi there, Thanks for sending the complaint over. We'll get back to the customer directly. Regards, [redacted]

Review: I initiated a free trial of Spotify USA's "premium" service on July **, 2014 -- to sign up for this service, I was required to provide credit card information. I cancelled the premium service on August **, 2014 and have e-mail confirmation to support this. At this point, my account was supposed to be reverted back to the free version. Since this time, I have never authorized Spotify to charge my account, nor have I received any "premium" services.

Despite downgrading to the free version, I am continually being charged by Spotify -- $10.89 per month for the months of October, November, December and January. I have contacted Spotify on numerous occasions to explain that they are charging me without my consent and request that they stop charging me and provide a reimbursement for the false charges. Spotify customer service has been extremely unhelpful and merely state they cannot determine why they are charging me and have not been able to prevent their system from charging me nor provide me with reimbursement. I changed my credit card number in November, however I am still being charged monthly by Spotify.

I find it to be a major problem that not only is Spotify charging me monthly without my consent, but when contacting their customer support, they have no explanation for why I am being charged and apparently do not have the tools or capability to prevent these charges. I would like Spotify to stop charging me monthly and to provide me with a full reimbursement for the fraudulent charges.Desired Settlement: I would like Spotify to stop charging me monthly for a service I have never authorized nor do I receive. I would also like them to provide me with a full refund for all the false charges they have incurred on me.

Business

Response:

Hi,I will look into this now and email [redacted] directly.Thanks,[redacted]

Consumer

Response:

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:

Spotify has yet to resolve the problem, and has not responded to my follow-up e-mail. My follow-up e-mail states:"Once this is resolved, I would like a full explanation as to why my credit card was charged without my consent. (i.e., how did my credit card details get transferred to an account that you cannot track down?) I am one hundred percent certain that I did not authorize any other account to use my credit card, as I only have one Spotify account. This, on its face, appears to be an extreme invasion of privacy and/or pure mismanagement of extremely sensitive financial information of your customers.Will you provide me with such an explanation once this is resolved? Additionally, I would like you to remove my credit card information from my free Spotify account, as I no longer trust your company to safeguard such sensitive information. As I am a free user, I trust that there will be no issue removing my payment information from your systems. Can you assure me this?"

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hey,Will get back to customer to resolve issue.Thanks,