Spotify

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: I have been emailing customer service to delete all accounts under my name and email address. I never got an email saying they were deleted or anything. I am tired of them charging money to my account under this email address when I don't even use Spotify services anymore. I told them to delete this acocunt by tomorrow or I will be calling corporate headquarters and issuing a law suit. So if I don't receive an email back by tomorrow, I will be suing for false advertising, embezzlement of funds and failure to reply.Desired Settlement: I would like a total of $150.00 for the damages done to my credit card account and for false advertisement and failure to reply with horrible customer service.

Business

Response:

Hi there,

I have looked into this, we have received 4 emails, 3 of them to which we have responded to, and one of them confirming the cancellation of the account.

Please see below, this might have gone to the spam folder so I would recommend checking there, furthermore I can confirm that the account has been cancelled.

To:[redacted] Subject:RE: Fwd: Account

Hey,

I've looked into your account and can see you've now cancelled the subscription.

This means you will revert to being a Free user on the [redacted] of October and won't be charged again.

I hope this helps, if you have any future queries then please don't hesitate in getting back in touch.

Have a great day!

Cambridge, UK

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,

I use spotify on my kindle fire. Before the recent update, I was extremely happy with the app. I could pick the song I wanted and listen to it. Now I am forced to shuffle playlists and I do not have unlimited skips anymore. I have never had premium and didn't plan to. I think they are doing this to get more people to pay for premium. In reality, they are losing customers that listen to the music. Spotify artists get paid by how many replays their songs have. So if spotify is losing the people that use it for free, they may lose artists who feel they arent getting paid enough. That could make them lose business

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 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: I signed up for spotify,providing my credit card information at sign up.I tried to access spotify on my phone and it had no record of the username I signed up with or my email.I have been trying to contact this site for over a week.They have an online form that leads to online support but I would have to sign in first using my email which is not possible because it does not recognize my emailDesired Settlement: I need to speak with someone whom will help me cancel and refund me the amount charged.

Business

Response:

Hi there,

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 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 cancelled my Spotify account via there website back in March 2013 and I am still being charged every single month. In fact the amount went up this month. I have tried countless times to contact them through there website, researching online how I can go about this a different, more effective way. I have found a dead end every time. The Spotify website is very user friendly as far as navigating through however there is NOT a single way to either contact them directly or get someone to return an email concern.Desired Settlement: An explanation as to why this has been so difficult and why my account was not closed even after I received "Successfully Cancelled" on the last page. Returned my $9.99 for the last 4 months and then the new higher price of $10.59 for the month of July. Thank you

Business

Response:

Hey there,

Review: I signed up in Jan 2015 for 3 months FREE Spotify or .99 cents. They started charging me 2 charges every month!!! I tried SEVERAL TIMES to tell them, they generated DUPLICATE ACCTS!!!! No response from them!!! Now since March I get charged DOUBLE $9.99 EACH MONTH!!!! I can't believe this company has not fixed this nor answered my concerns!!! I want ALL MY MONEY REFUNDED, since January!!! How can a BUSINESS not have ANY customer service!!??? This company should be turned in to the Attorney Generals office!!!! I'm dumbfounded how this company can ROB from people!!! They KNOW... They are DOUBLE BILLING ME and tens of thousands of other people!!!! I would have to CANCEL my credit card and get a new number and I'm not doing that!! I'm a widow with 3 children and have all tuition, bills, taxes.... Come from the same account that I've had for decades!!!!Desired Settlement: I NEED all my money refunded, because I TRIED to cancel multiple times and they are NOT ANSWERING ME!!!

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am SHOCKED that they would answer you in this fashion: "Hey, ...." Are you serious???? They respond to the Revdex.com with a: "HEY" and follow with a few other words and in which they say they will contact me? They don't say that this will be resolved or anything "PROFESSIONAL"!!!??? They are completely aware that they are double billing THOUSANDS of customers!!! The complaints of fraud, are all over the internet!!! Something needs to be done with this company, regardless if my money is refunded or not!!! How many people are being ROBBED, every single day from this company and are unaware??? In the modern busy crazy life people are leading now..... Bank statements are emailed and paperless and not everyone checks line by line on thier statements, as years ago. This company needs to be investigated!!! What kind of business doesn't respond to multiple emails and has NOOOOOO phone number for contact, anywhere on the web???I would hope someone is going to investigate this company, in a very very critical manner. They are thieves!!!!

Sincerely,

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: 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: 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: 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 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: 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: they advertise 0.99c for 3 months I went ahead and took there offer. when I look at my statement ive been charged $2.04 not 0.99. when I try and contact the company there is no valid phone number to contact for customer support. I am extremely annoyedDesired Settlement: I want my money back and now I should be entitled to a year free or they can speak with my lawyer. we will be looking into sueing them for false advertisement/ stealing my money I agreed to 0.99c not 2.04 they stole 1.05 from me and who know how many other folks

Business

Response:

Hey,We will get back to the customer and try to resolve the issue.Thanks,

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: I found my credit card was charged for $9.99 in Janurary ** and again in February [redacted]. I only have one free account with them and never used their premiere service. I also checked the free account I have and it doesnt show that I have a paid service activated. I have never gave spotify my credit card number and never authorized any charge to my account. I believe they charged my account illegally and they aquired my credit card number information illegally. I checked online forum and I found that I was not the only one, they must have done this to a lot of customers

At the same time, they dont even have a customer service phone number so I dont even know whom I can talk to with this issue.Desired Settlement: Apology and refund. I will ban this evil company from any of my credit card

Business

Response:

Hello,We are unable to locate any accounts using the information provided with this message. We have contacted the customer directly with the email address provided in order to better investigate this issue. Regards,[redacted]