Spotify

Review: Without my permission, Spotify logged in to my [redacted] account- an account that I deactivated three years ago, and that I do not even know the password to any longer. I received an email from [redacted] on December *, 2014, stating: "Hey [redacted], The [redacted] account associated with (spotify email) was reactivated by a recent login to the application Spotify." I did not log in to [redacted] using spotify, nor did I give spotify permission to do that on my behalf. I contacted spotify immediately and received no response. I contacted them again, and they denied that they even had the ability to sign in to my [redacted], and blamed the problem on [redacted] and referred me to them. I provided them with a screenshot of the email where it explicitly states that spotify logged in to my [redacted] account. I changed my email address in the spotify application so that they would have a harder time hacking into my [redacted], and notified spotify of this so that they could look up my account. After talking to three different people, explaining the situation no less than two times- including that I changed my email address, and providing irrefutable documentation of the issue, spotify still refuses to resolve the issue. The only thing they have done is pass the issue from one incompetent representative to another, and there is no number to call so that I can speak to someone directly

For verification, I signed out of spotify to see what the process is to sign in to a [redacted] account using their application (I have screenshots for proof). Instead of signing in like I've done the same way for the past three and a half years, I would've had to click on the button that specifically says "Log in with [redacted]," which opens a new browser window in Safari. From there, I would have had to enter my email and password on [redacted]'s website, which I absolutely did not do, nor is it possible that I did all that by mistake. As I said before, I don't even know what the [redacted] password is, since I deactivated it-- three years ago.Desired Settlement: Spotify needs to delete any and all personal information that isn't absolutely necessary for logging in to my Spotify account and paying for their premium service. Specifically, any information about my [redacted]. I would like a phone call from a supervisor-- not someone who has ever worked on this case previously, nor an entry-level support employee. They also need to send an email confirming that they have deleted my [redacted] information, and any other information that they could potentially abuse again.

Business

Response:

Hey,We'll get back to the customer and resolve the case.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:

[Your Answer Here]

Spotify has in no way resolved my complaint. All they've done for the past month is lie, deny involvement, and modify their lies based on my responses.

At first they claimed they didn't even have the ability to log in to my [redacted], then they said they couldn't find my account, then they changed their answer to: actually, we can log in to your [redacted], and we will continually do so because you gave us permission to one time, over three years ago. This, despite the fact that I revoked their access to my [redacted] immediately after they posted what I was listening to, and I went as far as to deactivate my [redacted] account.I can provide the emails between myself and spotify if the Revdex.com wishes to see the progression of spotify's lies.

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

Sincerely,

Business

Response:

Hey, I've investigated [redacted]'s issue which I have explained below. Looking into this with more depth (talking to developers within the company that help with [redacted] integration), it has become apparent that the only way for [redacted] to have reactivated her [redacted] account would have been for her to have clicked on 'login with [redacted]' and either entered her [redacted] email address and password, or her [redacted] vanity username and password. If her login details were saved in the web browser cache then this could have also caused an automatic login. The [redacted] login integrated to our mobile and desktop application is literally that. It is a portal to login to [redacted], using your [redacted] details which will then log you into Spotify. Looking at [redacted]'s policy on reactivation of accounts, all it takes to reactivate your account would be to login to said [redacted] account. - [redacted] On this basis, and due to the information mentioned previously I am certain that Spotify in no way accessed [redacted]'s [redacted] account, as the [redacted] login was used, meaning that [redacted] logged into her [redacted] account, using the 'login to [redacted]' option on our app and then reactivated her account. We have removed all information that was gained from the [redacted] connection to her account (gender, zip code, FB auth ID). We can even go as far as making her a new account, with a different username, and transfer her current accounts contents over. Regards,

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]

That is absolute [redacted]. I very clearly detailed in my correspondence with spotify why that was not possible, but again, as they've been doing for the past two months, they obviously did not read anything I've sent them. To summarize: I deactivated my [redacted] account over THREE YEARS ago, I don't remember the password. When I had to go back and deactivate my account again after they reactivated it, I had to contact [redacted] to have my password reset because I didn't know the password anymore. More importantly, just to double check, I went through the steps it would have taken for me to accidentally log in to [redacted], and it is simply not possible that I would've mistakenly gone through all the steps necessary to log in to [redacted] (I would've had to click on the button that clearly states: "Log in with [redacted]," then a NEW BROWSER WINDOW OPENS, it directs to [redacted]'S log in website, where I would've had to enter my email and [redacted] password--that I haven't know for three years). I'm sorry, I know that everyone who works at spotify is a [redacted] it, but there is no way that by accident I went through all those steps when all I was trying to do was play music. I didn't accidentally go through the process of signing in to a website that I've deliberately avoided for three years just to listen to a song. I would have noticed that I completely left the application spotify and was suddenly on the [redacted] Internet.

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

Sincerely,

Review: I cancelled my acct with Spotify in October. I was charged in November. I contacted customer service via email as there doesn't seem to bea contract number listed along for a credit. I recieve a generic response. I have not heard from them. And I was charged again today. Once again I emailed them saying thati cancelled my acct in October. My husband's account should be credited for the month of November and December.Desired Settlement: 19.98 for October and November

Business

Response:

Hey,We'll get back in touch with the customer.Thanks!

Review: I just saw on my bank account today that I am being charged for the Spotify at the rate of 9.99/mo. I looked back to last month and found I was also charged last month, but did not see it on my account when it happened. My son has the FREE app for his cellphone and so I logged into it to cancel and it says he is using the FREE SERVICE not paying.Desired Settlement: I want my money back. It is outrageous to be charged for something you did not want or sign up for.

Business

Response:

Hey, We've reached out to the user to resolve the issue. Thanks,

Review: I keep canceling this service which I don't Use.I contact them every month and cancel. And every month they keep taking money. I don't even use this service because I assume it's canceled. They don't return any messages. And when they do its known on there end that I canceled the even sent a message asking for account information so they can reemburse.Desired Settlement: Return all the money plus overdraft fees

Business

Response:

Hi There,

We have previously been in contact with the customer however we haven't received a response in regards of getting the service cancelled.

However, I shall now contact them to get this sorted.

Review: The company offers a free 30-day trial of their product. I signed up for this trial. In order to do so you have to enter your bank account information. The software did not work correctly so I decided to cancel my subscription before the 30-day trial was over. I did the proper steps for this online, and it told me my subscription was cancelled. I noticed today though that have been charging my bank account even though I cancelled everything. I emailed them trying to find a number to talk to their accounting department to get this resolved. They emailed back saying that their were no phone numbers that they could give. They also said that in order to cancel my account they needed further information about my bank account. I told them that I would not give them any further personal information, and that they should be able to cancel my subscription without it. They refused to comply. That is when I decided to report this to the Revdex.com.Desired Settlement: I am not asking for my money back (even though I should). All I want is for them to cancel my subscription, erase my account and all my bank information. I do not want to be charged again for a service that I do not want, and am not receiving.

Business

Response:

Hi There,

Review: I CANCELLED MY SUBSCRIPTION AND IT WAS CONFIRMED YET AT 3AM ON OR ABOUT THE SAME DATE SPOTIFY CONTINUES 4 MONTHS LATER TO STILL TAKE $10.09, THAT'S NOT EVEN THE AGREED UPON AMOUNT AND I SEE THAT OVER 250 ORGER PEOPLE HAVE COMPLAINED WHAT'S BEING DONE?Desired Settlement: I want a REFUND IN A CHECK FORM THEY WILL NOT GET MY NEW DEBIT CARD INFO, I HAVE PROOF, MY DEBIT STATEMENTS.

Business

Response:

Has been responded to by James Hampton on 2015/**/11.

Review: I've been a premium member of Spotify for at least two years and most recently I've been having issues with other users having access to my account, interrupting my music stream and most recently I was completely kicked out of the account after filing a complaint just two days ago. Spotify has no customer service support number, I have been unable to reach anyone to help rectify this issue and the emails I've sent have gone unanswered. I am being charged for a service that for this last month has been less than sub par.Desired Settlement: My account needs to be fixed

Business

Response:

Hey, We have gotten back to the user today requesting security information. We have received the security information and will get back to the customer today to try to resolve this case.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:

[Your Answer Here]

My account was disabled even after the security issues were "resolved". My password was changed, the account worked for a little while then I was kicked out completely.

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

Sincerely,

Business

Response:

Hey,The customer has been in contact with our Fraud team. The user's account was taken fraudulently and we have successfully taken it back. Instructions have been provided to the user on how to make her account safer. Looking at the account, it now should be accessible. If the user logs in with her username and new password. Thanks,

Review: I am being charged for a subscription I canceled before the term date expired. I should NOT continued to be charged via credit card for a service I canceled. On the website the cancellation process is very hard and confusing. I was notified via email that my subscription was canceled. I am being charged monthly by this corporation 10.69$Desired Settlement: Please stop charging my credit card each month!

Business

Response:

Hey, We've responded to the customer. 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 continue to get marketing/advertising emails after I have unsubscribed to them, changed my preferences in my account etc. I have tried contacting them regarding this issue with no responsed from themDesired Settlement: I do not want to see one single email from spotify or related products

Business

Response:

Hi there,We will respond to the customer through our CRM.Thank you,

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: The company has been charging $9:99 for a 'monthly subscription' that does not exist. Despite multiple efforts, it has been impossible to speak to any employee to seek remedy.Desired Settlement: The company should immediately stop charging $9.99 each month, and pay $100 to compensate for previous fraudulent charges, loss of time and hassle

Business

Response:

Hi,

I will reply to [redacted] directly and look to resolve this complaint.

Thanks,

Review: I was billed twice for my first month of premium. There is no way of contacting customer service by phone. This is unacceptable and credit card fraud. My receipt says I would only be charged $4.99, however it shows up twice on my debit card statement. I have cancelled my account as of 11/*/2015Desired Settlement: I would like a full refund of the double charge

Business

Response:

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

Review: I signed up for the Premium Service with Spotify about a year ago. About 2 weeks ago my playlists disappeared and my account showed as a 'free' instead of a 'premium' account. I emailed Spotify customer service twice asking about my playlists, and have not received a response. In addition, my CC was again charged $9.99 on 5/**, and when I login to my Spotify Acct I don't have a way to cancel the service since it shows that I'm a 'Free' memberDesired Settlement: Spotify is charging me for a product they aren't providing, and I want a refund for the latest charges made to my account on 5/**, and a prorated credit from last month. In addition, I want to cancel my subscription.

Business

Response:

Hi There,

I've located the customer's email and I shall respond to them directly.

Hope to have this sorted as soon as possible.

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: On 01/17/14, I signed up for a 30 day free trial with Spotify of which was to end 02/17/14 per the company. I recieved a text message on Sunday 02/16/14 stating I had subscribed to Spotify of which is incorrect because I never authorized this subscription nor had it been 30 days. I immediately replied with "STOP" as requested on 02/16/14 to end the free trial yet I was still billed. I contacted Spotify to resolve and they are refusing to return my $9.95 and told me I would have service until 03/17/14 and I do not want the service! I feel this is very unethical and it's fraud! This company charged me before the 30 day trial ended and is refusing to refund my money due to their error. I also have screen shots of the text messages CLEARLY reflecting the free trial was to end Monday 02/17/14 but I was billed on Sunday 02/16/14 and that is fraud. I sent the screen shots to Spotify and was told I'm sent a "courtesy" text 3 days prior to Sunday and I was supposed to cancel then! That is not 30 days and no where does it state I am to cancel 3 days BEFORE the 30 day trial ends! Again that is fraud and false advertising. I cancelled on the 29th day 02/16/17 therefore I should not be billed. I am trying to include the text messages that I received from Spotify but I can't find where to attach. Please advise.Desired Settlement: I am requesting a full refund in the amount of $9.95 due to request to cancel was BEFORE the 30 day trial ended.

Business

Response:

Hello,

I'm [redacted], one of the [redacted]here at Spotify. We received your Revdex.com complaint, and I'll be handling your enquiry.

From the information you have given us, it seems that the subscription was stopped only after the subscription payment was made. According to our database, this trial was started on 2014-**-**02:02 (This is UTC time, so there might be some date / time differences between countries), and the first payment was made on 2014-**-**02:02 UTC.

Naturally, due to differences in time zones, and possible the way Boku's system processes payments, that could be why you were told the 17th and charged on the Sunday.

Personally, I am satisfied that there was a simple error here and I would have no problem refunding this payment.

However, as this payment was made through Boku, we are unable to refund it our end. Boku will need to be contacted on [redacted], and they should be able to get this sorted for you.

If you need any further information from me, please just send me an email. I'll be more than happy to assist you.

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:

As stated in response from Spotify, there was an error therefore I should not have to contact Boku a second time being that Boku is the billing company that Spotify use. Spotify should contact Boku to request refund due to billing error. I contacted Boku and was advised no billing error. I also have email response from Boku. Again, I am requesting this dispute be kept open until refund is issued.

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

Sincerely,

Business

Response:

Hello,

Review: I have been a member of spotify music channel for at least 2-3 years. The initial trial period was free and after the trial period is over the charge is 9.99$ plus tax so that brings the total charge to 10.09$ every month. I recently noticed that I have been being charged twice a month on the [redacted] and the [redacted] of every month, since September 2015. I tried to reach this company by phone to see if I could speak with someone about this issue none of the numbers are in service. So I decide to reach out through email. The response I received was that they don't show my credit card being charged twice a month by mistake could I please provide them with the way the charges show up and a [redacted] email account. I explained I never set my [redacted] up with an email I used my phone number and I copy and pasted the way the charges show up on my credit card. they then responded and said that I would need to provide them with the 1st 6 digits of my credit card and the last 4 digits as well. I don not feel comfortable giving them my banking information because they already have it as I am being billed twice every month. I have not received a response yet or a refund.Desired Settlement: I would like to speak with someone in regards to this matter as well as a full refund because I only have 1 account so I believe I should only be charged 1 time per month.

Business

Response:

Hi there, We will get in touch with the customer right away. Thank you,

Review: Spotify has been charging me for products I never ordered, received or want. I have tried to send messages on their website to no avail. The site asks for questions that do not apply and neither does it offer an area for commentary.

When I telephoned the recoding refers you to the website which is not at all helpful pet the above.

I do not know how the first charge even appeared as I very seldom order anything by email or internet. I didn't even know what Spotify is.

I would sincerely appreciate your assistance in resolving this issue. Would request they credit my account as well as interest I paid on the charges.

Is this considered fraud?

Thank you very much.Desired Settlement: With the above explanation I wish to receive a credit from Spotify for the unauthorized charges and credit for interest charged to my account..

Thank you.

Business

Response:

We've reached out to the user to try and resolve the billing issue they're experiencing. Thanks,

Review: I cancelled my premium subscription with Spotify in June/July. I still seen on my account that I was being charged in July. I contacted my debit card ([redacted]) and asked if they wouldn't authorize any more charges from spotify. I call [redacted] to check on another matter today, and come to find out, Im still being charged by Spotify. Im very disappointed. I hope this gets resolved soon. I will not do any trial basis with any other company again!!Desired Settlement: I would like to be refunded the money that has been taken out of my account from July until November. I know that im responsible for June. I would like this matter to be resolved in a timely manner also. Thanks so much

Business

Response:

Hi,I have contacted [redacted] directly regarding this matter.Thanks,[redacted]

Review: Spotify charged my credit card $9.99 for a service that I did not sign up for. The credit card they charged I have not used for months and I don't know how they got my credit card number. The charge was made on 12/**/2014, I have contacted them by e-mail and explained the problem to them more than once. They have not refunded my $9.99 or tried to cancel a subscription that I do not even have with them. I tried calling them and all I get is a recording with no option to speak to a person. I had to contact my credit card company and report the unauthorized charge to my credit card. So the credit card company canceled my card and had to issue a new one to me.Desired Settlement: Spotify needs to refund the $9.99 that they charged to my credit card with out my permission. Also they need to cancel any thing like a subscription that I did not make.

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 tried numerous times to purchase a gift subscription for a friend, at first there were problems with the page and it would not allow me to pick a delivery date, I tried a different browser and it did. Each time I put in the required information and tried to "submit" I received a page error which stated (I have a screen shot) "Sorry, we could not process your order. Please review our payment FAQ and try again". I tried a couple of times and gave up since it was obvious the information I put in was correct and it was a QA problem with Spotify. I waited a couple of days and tried again, same non-results. Finally on Christmas Eve I tried a different charge card, same results. Later in the day I reviewed my MasterCard and VISA accounts and found they had processed all the transactions and did not notify me of any going through. I have now been charged $249.74 and no gift subscription was ever given. They admit the money is in my account and put the onus on me to phone my card company and produce authorization numbers, which I did and have still heard nothing back nor had the funds reimbursed. No telephone numbers exist on the website so I have been stuck communicating with some kids that really don't care to follow up requests. I had asked that the $59.94 on my VISA be left on and to please sent the gift, no answer after 3 requests. My company produces eLearning and we also create e-commerce sites so I am now well aware of the code problems Spotify have on their Gift subscription page and the lack of their ability to place a subscription to a cost account. I want my money back, forget the "gift subscription".Desired Settlement: Since they are unable and unwilling to place the single/one gift subscription I was trying to order I want all my money back, it was taken unlawfully and the distribution of funds for a single 6 month gift certificate was never realized. I also want an apology for the embarrassment of a me not being able to give a Christmas present to a good friend in a timely matter.

Business

Response:

Hi,I will look into this and respond to [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:

Although [redacted] has corresponded with me, to date the funds have not yet been re-funded into my MasterCard account. I will respond accordingly when the funds have been reimbursed.Thank you,[redacted]

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My daughter was misinformed about the rate for service I called to cancel her subscription last month they confirmed through email that it was cancelled I was charged an overdraft fee last month because of it, then this month I received another charge they told me it was a mistake on their part and again another overdraft fee.

Business

Response:

Hi, I will get in touch with the customer now and help them resolve this issue. Kind regards, [redacted]

Review: well my wife has been tyring to get the student discount for the Premium package because thats what they advertise, students will get a discount, we actually applied and filled everything out, realizing that we got unlimited package not the premium, I have sent several emails and I havent heard from anything. this is gettig really irritating because I dont have time to be emailing this guys all the time asking about the problem, they keep telling me different things but no one is actually doing something.

the email related with the account is [redacted] the user name is [redacted]Desired Settlement: I just want them to honor me with the spotify because now I had to cancel my unlimited membership and I have to wait 1 month until I can upgrade again to premuim with the student discount which it doesnt make sense to me at all. this guys arent helping me with this problem

Business

Response:

Hi there,

We have received and responded to all communications from the customer regarding this issue.

Our forst response was on [redacted] September, the second on the [redacted] Spetember and the third was today.

Perhaps these email have gone straight to the spam folder, I will follow up in the thread, to ensure that thread is visible.

Kind regards