Spotify

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

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: I was e-mailed a link from Spotify to upgrade to a premium service through this link: [redacted] I was then taken to my login page where I entered the website. It did not allow me to review my purchase before confirming my subscription. It only read that my subscription will automatically renew on 2015-06-** and you'll be charged 12.99 CAD. I reread the advertisement only to discover that I was ineligible for the offer because of the following reason: The Terms and Conditions of the Spotify Premium for 0.99 CAD Offer apply. Users who have subscribed to the Premium service or who have taken a trial are ineligible for this offer. I wished to cancel this subscription before it became "live" because I did not wish to pay $12.99 for the service. I attempted to contact the customer service department on multiple occasions and I have been speaking with three representatives about my case. I was informed that my purchase was made through an [redacted] account and that I would have to contact [redacted] Support to cancel my subscription. I thought this was strange because I have never given Spotify information or access to my [redacted] account. I currently own an [redacted] device and have not used an [redacted] product for 1 year. I contacted [redacted] and they confirmed that there was no subscription through the [redacted] Store for the Spotify App. The agent noted that I have not made a purchase through my account for one year. She also mentioned that I do not have a credit card on file for the company to charge. I then contacted the Spotify customer service department only to be told many times that they apologize and that my subscription appears as set up through [redacted] and that they have no power to make any changes to the subscription. Neither [redacted] or Spotify can cancel my subscription. I have checked that my Google Play account was not charged and confused with [redacted]. I have attempted to remove my credit card information from my Spotify account, only to find that there is NO option. I have requested to speak with a supervisor, however, my question was unanswered in the last e-mail.Desired Settlement: I would like these issues resolved immediately:

1) Not holding third-party companies SOLELY responsible for cancelling subscriptions. There should be business practices in place to override billing issues.

2) There should be an option to remove my billing information through the application.

3) I would like my subscription cancelled.

4) Allow clients to review their purchases before confirming them.

5) Have a telephone number to contact your customer service department.

Business

Response:

Hi,I have been in contact with [redacted] directly regarding this issue and will look to resolve this quickly.Regards,

Review: I signed up for Spotify using my [redacted] information to create an account. I provided my [redacted] card information to Spotify so that they could bill me each month. After a few months (nearly a year) I cancelled the service. At that time I noticed a charge to my unrelated [redacted] account for Spotify. I reviewed my Spotify account, which showed charges to my [redacted] account for each of the months I was receiving the "Premium" service. There was no mention of anything charge to [redacted], nor did I provide them with this banking information. I do not have another account with Spotify. There was no phone number to contact Spotify on their website. I contacted [redacted] and the customer service representative from the Bank informed me that there were charges to my [redacted] checking account dating back an entire year (from 5/*/2014). The charges were so old that it would be difficult to dispute. [redacted]n reissued my debit card and issued a stop payment to Spotify. [redacted] gave me a phone number to call Spotify. I called and received only an automated message directing me to their website FAQs and an online form (which was incredibly difficult to find on their website). I filled out the online form and have not received a response. In all, Spotify has fraudulently charged me for about $140 worth of services I did not receive.Desired Settlement: I would like Spotify to contact me. I would also like Spotify to return my $140 and completely remove all of my information from their records.

Business

Response:

Hey,We will contact the customer and try to resolve the issueRegards

Review: I have been trying to cancel my premium service since 2/**/15 of this year. On 4/**/15 they said they would cancel and issue me a refund. However, the charges have continued and no refund. I contacted them again on 6/**/15 and we keep exchanging email. One time they say they found the accounts, then they say they need this information and that information. They didn't need half that info back in February. they are inconsistent. At any rate, they have not resolved this.Desired Settlement: Refund charges for 2/**/15 - 6/**/15 and cancel the service and future charges.

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:

I received the reply below in my business email from Spotify: [redacted]

[redacted]All of my previous email contact with them was through my personal email account, [redacted], not my business account. It's no wonder they could not find my previous emails under the [redacted] email. They must have gotten that from your inquiry. It just goes to show how inept they are at resolving this.I replied back to them regarding my previous emails being under a different account.

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

Sincerely,

Business

Response:

Hey,Apologies, the date was put in a Uk format, not US. We'll await user's response after the **/07 to ensure payments are stopped.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:

Ok, got the date format thing.Yes, once I confirm the charges have stopped after July [redacted], I will respond. I there are no charges, I would consider the complaint resolved.

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

Sincerely,

Review: On 06/**/15 I SIGNED UP FOR A 3 MONTH SERVICE FOR $9.99. IT WAS NOT TO BE REOCCURRING AND WAS NOT TO CHARGE ME TILL 09/**/15 IF I CHOSE TO REMAIN. ON 08/**/15 THE Y TOOK $9.99 OUT OF MY BOYFRIENDS ACCOUNT. I HAVE ATTEMPTED TO CONTACT THEM VIA E-MAIL TO NO AVAIL. THEY HAVE NO CONTACT PHONE NUMBER AND THE ONE YOU HAVE ON YOUR SITE FOR THEM IS A PERSONS RESIDENCE. I CANCELED WITH THEM BEFORE THEY TOOK OUT THE PAYMENT SO IT SHOULD HAVE NEVER BEEN DEDUCTED TO BEGIN WITH.Desired Settlement: I FEEL THEY NEED TO REFUND THE SECOND CHARGE OF $9.99 AND THEY NEED TO PROVIDE THERE CUSTOMERS WITH A PHONE NUMBER TO REACH THEM AT. AS WELL AS PROVIDE Revdex.com WITH A CORRECT NUMBER.

Business

Response:

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

Review: I am receiving credit bills for service I have tried to cancel many times. Spotify will not answer my requests using their system on their webpage, nor through a personal email to [redacted] Spotify does not provide any other way to contact them for customer service to cancel billing and services and they are unresponsive.Desired Settlement: contact from business explaining when my free service ended and billed service began. Any records showing I used the the billed service, if available. Any records of receiving repeated attempts to cancel the premium service. Full refund to my credit card of all charges.

Business

Response:

Hey, We've already got in touch with the user about their complaint, and will resolve it over the next few days. Thanks,

Review: I have been charged $9.99 to my checking account and I do NOT use spotify's services, never have and never will after this. I have tried to contact them via their website and they do not have a contact number and if you want to send them an email, they want you to "login". How am I supposed to log in when I never used their services and don't have an account with them? They say you can tweet them, which I have and again they asked me for my login information ignoring the fact that told them 3 times that I do NOT have an account with them. How am I supposed to get this corrected if I can't talk to a live person? I have to shut down my checking account and debit card because they do not have a phone number to resolve this problem.Desired Settlement: I want a full refund to my account and a guarantee this is not going to happen again.

Business

Response:

Hello, We've reached out to the customer to try and resolve the payment issue they're having. 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 did email me however, their solution to my issue was for me to email them private information and I do not feel safe doing so. I asked them for a contact number which they have failed to provide. I do not think I should have to EMAIL them, bank statements or numbers from my account in order to resolve this. I would like to resolve this matter in a manner in which does not put personal financial information out there in a email hence asking them for a phone number to provide this information.

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

Sincerely,

Business

Response:

Hello, We've responded to the customer and requested their contact number and the most convenient time to call them. We'll settle the complaint that way. Cheers,

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: 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 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: I just noticed a few days ago this company was double charging me two month in a row 7/**/13 07/**/13 was to charges of 10.69 and then the next month was two charges 08/**/13 08/**/13 was to charges of 10.69 I contacted them 3 times and each time they tell me there is no record of them double charging me on there end I even sent them screen shots of my bank account statements and they were still unable to fix the issue all I want back is the two charges of 10.69 please help me

Business

Response:

I have replied to the customer directly. We will locate the account and the extra payments. We will then provide a full refund.

Review: I signed up my Daughter for Spotify Music Premium services. On their website they advertise a student discount. You have to prove that the person being signed up is a student through either an admissions letter, class schedule, student ID, etc. and you have to submit it to Spotify online for approval. Once my daughter received her approved email for qualifying as a Student from Spotify I proceeded to purchase an ecertificate (at full face value) to cover a year's worth of Spotify Premium Service for my daughter [redacted] We received confirmation and a link to activate the code. When she went to activate the code, however, her account only showed 6 months worth of Premium Spotify services at FULL price. I went to the Spotify website to find out how to contact customer service; unfortunately, all they have is a form that can be filled out and submitted. I filled out the form on 06/** and quickly received a generic link to their Q&A sectionwith an explanation that Gift Cards and ecertificates do not qualify for student discounts. I have since then exchanged 9-12 different times through either more forms and or their online "community" to finally receive a live customer service answer by Duncan today. All he indicated was that I could not use an ecertificate or a gift certificate to pay for my daughter's annual Student subscription to their services BUT without a real explanation as to why, other than I just could not.

I purchased the ecertificate at full face value, not at a discount. So I do not understand why this cannot be applied to the services I signed my daughter up for. From a consumer perspective, I believe that they only want to process subscriptions through a monthly debit card so that they force the customer to go through the process of cancelling the service (which in reading through their blog seems to be a very laborious process).Desired Settlement: I would simply like Spotify to apply the ecertificate's full face value to my daughter's account AT THE STUDENT RATE DISCOUNT OF $4.99/month. There should be no reason why it should matter, to this vendor, how I / we pay for this service (note that on their website, it has been explained to me that I AM allowed to gift a subscription BUT only at the FULL FACE VALUE FOR SPOTIFY PREMIUM OF $9.99/MONTH. Why is this? They themselves have put a process in place to confirm that the account owner is a student in order to qualify for the discount. Why in turn do they care how the charges get paid for?! We are not doing anything underhanded and trying to take advantage of multiple discounts. Again, I purchased the ecertificate at FULL FACE VALUE! My daughter's account is under the email: [redacted]

THANK YOU in advance for your help!! - **

Business

Response:

Hi there,

Thanks for reaching out.

I'm sorry that the issue was not explained to you fully within good time. There is reasoning behind not supporting gift cards for discounts. This essentially boils down to a few things, firstly the licensing and distribution of a gift card is very different than a card payment and as a result we cannot process a gift card on this. Secondly we are unable to process discounts on these as they are a set price, which has been prepaid and as such has a code when activated, that tells our system that this has activated and redeemed. Discount can therefore not be applied as to this.

As an apology for this, would you like a refund for the gift card and 3 further months of Premium be ok?

I look forward to your reply.

Kind 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:

So maybe I was NOT clear. I did not buy a pre paid gift card, I purchased an E-Certificate from your website. So why can you NOT control a payment or a form of payment that you sell to cover the expenses that you charge. And yes, lack of being timely with a response for a business of your size should be embarrassing. I had to default to placing a complaint by the Revdex.com for anyone to acknowledge a customer's issue.

I am standing firm with my request. I went through all of the hoops that you have in place to validate my daughter being a student (twice because the original paperwork was rejected!). I subsequently purchased an E-Certificate from YOUR website to cover the annual fee. I expect you to honor the student rate of $4.99/month or $59.88 for the year. We should not be held hostage to only defaulting to a monthly debit process as a form of payment. As a matter of fact, you already have a year's subscription for the Premium service for a student paid in full in your bank account. I want my daughter' sac count credited for the 12 months.

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

Sincerely,

Business

Response:

Hi there,

The E-cards work in very much the same way, they are prepaid options, this means that the royalties and distribution of money is set that way, meaning we cannot apply discount to this option. It is simply not possible to do.

I have offered a full refund for this, and a further 3 months Premium for free, however we are not able to process a discount on an e card.

Kind 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

I received a message from [redacted] from Spotify indicating that they are extending the program for the full 12 months with the ecertificate that I purchased through their website for Spotify Premium service for my daughter who is a student.

when this comes through the Revdex.com website, I will accept their resolution. Please see their email below.

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

Sincerely,

Review: I have been trying to cancel my spotify account and customer service will not allow me to do so. They have been able to locate my account, but continue to make me provide information I do not have. The last email I received said, "we have located your account but until you provide your BAAC number, we cannot cancel this account."

I have provided transaction dates/amounts, credit card information, contact information and have exchanged multiple emails with a number of different people. Having been charged $60.00+ dollars for the account I am not using, I am sick of getting the run around.Desired Settlement: I am not trying to get any refund or anything of the nature. I would simply like my account to be deleted and be done with this situation.

Thanks,

Business

Response:

Hey,Thanks, we'll contact the customer to try to resolve.

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]

I have been told multiple times that the business would contact me to resolve this issue. I still have not heard from them and continue to get charged. I am not sure what the best resolution is at this time, but this is the same run around I have received from them previously.Thanks,[redacted]

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

Sincerely,

Business

Response:

Hey,Thanks, we will attempt to contact the customer and try to resolveRegards

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: Hello. I mistakenly purchased Spotify for three months when I do not need it right now. I have access to a free trial of Apple Music which I want to use. I don't like it but it's free. Once that ends I planned on moving over to Spotify (not so sure anymore for the god awful customer service). So I emailed customer service and the representative told me she can cancel the subscription and give me a refund. I gave her the information she needed such as the PayPal transaction number and zip code and I later got an email saying my future premium membership is canceled and I won't get charged once this three month membership ends. Completely irrelevant to what I requested and what the representative told me she would be doing. I have never been so fed up and disgusted with a company before in my life. The emails just stopped coming. I emailed the representative and she never emailed me back which prompted me to email Spotify twice more to tell them of my problem, both of which received no acknowledgement. I tweeted to [redacted] but again go no prevail. I got a tweet back asking for the claim number then nothing. Zilch. They can tweet away to hundreds of other customers but when I tweet and DM them, no reply. Such unprofessional behavior. There is stiff competition in the streaming music business and the horrendous customer service surely isn't going to help Spotify out. There was a free chromecast that came with my subscription but it is still 100% in tact. I did not use it of course. I wouldn't use it then ask for a refund.Desired Settlement: I am asking Spotify to cancel my membership and the chromecast voucher and give me a refund.

Business

Response:

We are now looking into this

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: This company LIES to people and customers! I have done all the research and it is AMAZING what they are doing to customers! When trying to cancel your credit card information all of a sudden YOUR PASSWORD does not work or match and in order to change your password YOU HAVE TO ENTER IN THE OLD ONE! Now does that make ANY sense to you??! I have been trying to get this handled before it hits my credit card again and NO TO AVAIL I am out of time because tomorrow it will charge a credit card that no longer has funds in it BECAUSE I had to transfer all the funds out and request to cancel my bank account JUST because of SPOTIFY!

They are telling customers that it is their BROWSER WHEN IT IS NOT! UNTRUSTWORTHY JERKS! People are getting charged MONTH ON END EVEN for old accounts that they continuously tried to cancel and SOMETHING NEEDS TO BE DONE! I have emailed an address I found on some legal paperwork online ([redacted]) I have opened tickets and called some 917 # and NO RESPONSE!

I know why! Because they wait UNTIL YOU ARE CHARGED OVER AND OVER BEFORE THEY [redacted] ASSIST YOU!

I WILL SUE THIS COMPANY OVER $10! BELIEVE ME! Please assist and when I emailed them I also stated that I contacted you all (or were about to) but I did go ahead and copy you all on the email as well.Desired Settlement: GET MY CREDIT CARD INFO OFF OFF MY ACCOUNT! AND IF THEY CHARGE ME ON THE [redacted] GET ME MY MONEY BACK!

THANKS

Business

Response:

Hi there,

Review: Spotify has fraudulently obtained my credit card and is charging me monthly fees for a service I have never heard of or signed up for. They have absolutely no way to contact them unless you have an account which I don't. So basically they feel they can fraudulently charge people then leave absolutely no outlet to contact them once this happens.Desired Settlement: Credit and cancellation of my credit card charges. I would say cancel my account but I don't have one and have never received an email or any kind of correspondence for any kind of account from this company.

Business

Response:

Hey,We will investigate and get in touch with the customer.Thanks,

Review: On 3 separate occasions Spotify has processed duplicate charges to the credit card on file. Upon outreach via email the company has failed to prevent future charges or refund the 3 charges already processed. Rather than attempt to resolve the problem, they have insisted that I opened a second account with a different email address and advised me to contact my bank for information the bank cannot provide to me (merchant authorization codes specific to the transactions in question). Multiple attempts to contact customer service have all resulted in the same outcome, which is zero resolution and them shifting the burden of responsibility back onto me.Desired Settlement: Full refund of fraudulent charges and prevention of future fraudulent charges

Business

Response:

Hello,We have located the previous correspondence with the user, and will be contacting directly them to investigate further.Regards,[redacted]

Review: I canclled my premium spotify subscription which is $9.99 24 hours in advance and was still charged causing my account to overdraft as well as me being charged with a $27 fee I've spoken with their customer service rep. Her name was [redacted]. We came to an agreement and she claimed she would speak to my bank about removing the fee and refunding me the 9.99 I agreed and asked for her to give me some type of proof that she had spoken to my bank about it. After this I didnt get a reply for two days when before she replied within 24 hours. Since then ive deposited my paycheck and had to pay back the overdraft fee as well as the 9.99.Desired Settlement: A full refund for the fee since the bank already took it out of my check as well as the subscription fee that I wasnt supposed to be charged in the first place

Business

Response:

Hi,I have emailed [redacted] directly regarding this query. Thanks,[redacted]

Review: I recently identified 2 unauthorized charges to my charge account. this charge account has not been used now for up to a year for purchases because I am paying down the balance only. The charges are from Spotify - a music service company which I have no affiliation to or use these services. I have no smart phone or music apps associated with my name or any of my accounts and did not subscribe nor would I subscribe to this service. I do not use this or the card being charged at all. I have notified my bank and they have reversed the first charge and are now looking into and will reverse this 2nd charge as well. I tried to contact Spotify to complain and get this removed. I cannot contact anyone through a phone number and when I went online through [redacted] - it tells me there is no account under my name and of course I would not know a password because I have no account set up with them!. I have sent an email to the customer inquiry email and received an auto-generated reply with nothing else to date. I have recent this now 3X. I see online that there are several other individuals that are seeing this kind of fraudulent charges being incurred and trying to identify and stop this unauthorized activity. It is a small charge - so it may slip by others if they do not check - but over months does add up. I am checking how far back this hit my account now and will be requiring all of the charges be reversed. Please contact this company for shady business practices as this is unauthorized use of personal financial information.Desired Settlement: I want all charges refunded and I want this to stop billing my account. I want to have no further contact or association with this Company. Please email me a confirmation of this resolution to [redacted]

Business

Response:

Hey!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: Spotify could not identify a subscribed account connected with my name, or email that they were communicating to me on. Spotify or this said representative asked for more personal and financial information that I am not willing to provide to them. I have enough trouble with the fact that they had my information to begin with and are billing me yet cannot identify an account for me. I advised them that my bank is handling this and having their fraud division look further into this issue. I have cancelled the card number being billed and will not provide any additional information other than the dates and amounts of the charges they asked about. My bank has assured me that this company should not be able to impose any further charges to my account. How a company can charge you and send a notice to me and not be able to locate an account is really questionable operating practices.Thank you for your follow up on this issue.[redacted]

[Your Answer Here]

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

Sincerely,

Business

Response:

Hi,We would like to resolve this for the customer and locate the payment, but we couldn't locate the Spotify account in question with personal details provided by [redacted]. In these instances we need to locate the account with the payment details, which in this case included first 6 digits and last 4 digits of card number used to make payment.Without these details, unfortunately we can't locate the account to stop the payments, which isn't the resolution we are looking for.We would be happy to investigate this further and I will contact [redacted] directly to see if we can come up with a solution.