Spotify

Review: On October [redacted] 2014 I was charged for premium service on my account. This charge was authorized and legit. However, on October **, 2014 I was charged AGAIN for the same service which resulted in an overdraft fee on my account. I have two accounts with Spotify one is mine and the other is my husbands. Mine gets charged to my credit card monthly, (which was successfully done on Oct **, 2014) and my husbands gets withdrawn from our bank account on Oct **). We do not have any other Spotify accounts, and nobody else in our house. So total I was charged three times instead of twice. The charge on October [redacted], 2014 is the charge in question.

Since Spotify does NOT have a customer service phone number, I have been back and forth through email for days to no avail. I have gone to my bank and got all the requested information to solve my double charge, yet Spotify is asking for a 6 digit authorization code that the bank teller could not locate because it didn't exist. Today, the Spotify rep emailed a request ASKING FOR MY 16 digit CREDIT CARD NUMBER and can he call me for it. That's where I draw the line.Desired Settlement: I would like a refund of the wrongful double charge of $9.99 total and it would be really nice if they kindly refunded me the $36 my bank charged me as an overdraft fee, which I can provide proof of.

Business

Response:

Hello,

I couldn't locate any records of cases from the email addresses provided with the Revdex.com. I've contacted the customer directly to try and investigate this issue further here.

Regards,

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 Nov. *,2015 I went online and tried to substribe to spodify's premium music upgrade for 4.99 a month but the website kept saying that the transaction did not go through and that I would have to contact support. Today, Nov.*,2015 I checked my account and saw that Spodify has debited $14.97 (4.99 three different times) from my account for a services that I don't even have. They don't have a phone number for me to call and I'm scared that they are going to keep going into my account.Desired Settlement: I want my $14.97 to be debited back into my account and my spotify account closed.

Business

Response:

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

Review: I signed up for trial Spotify account, for my daughter, more than one year ago. Now, we can no longer identify the original account that was tied to the premium service. Spotify is confusing because it is easy to start or use multiple accounts in a family, especially when we have multiple devices. My daughter's account, currently, does not even have the Spotify premium service activated. I have no idea why the premium service so longer is activated, and my daughter cannot tell me. So, for the last several months, I am paying for a service that is not being used for an account we cannot identify.

So, I contacted Spotify, and requested that we cancel my premium subscription for this account, and that they stop charging my credit card. They made a brief attempt to help me, by telling me they could not identify the premium account. No kidding! I responded that I cannot identify the premium account, either. I gave them all the email addresses and identifying information I could, in order to help them identify this account. They were unresponsive. They went me back a generic response that made no sense and did not pertain to my question.

I cannot find any phone number for Spotify, where I speak with a human being, despite extensive research and multiple attempts. I found a US phone number, ###-###-####, that just has a canned message and does not let me talk to any one. I found reference to an international phone number on the internet, but I am not willing to call an international phone number to resolve this dispute.

Also, I found it disturbing that my credit card number has been changed, twice, in the last year or two, for a variety of unrelated reasons. Yet, Spotify was able to find my new credit card and continued to charge me, without my authorization.

Today, I have contacted my credit card company, to block all future payment requests from Spotify.Desired Settlement: Make it possible to talk on the phone with a human being, when there is a dispute. Change your policies for billing and account management so that it is more transparent and customer friendly. Don't charge a credit card, when your number has changed, without your customer's authorization.

Business

Response:

Hi there,

I will review the case within our CRM and get back to the customer directly.

Kind regards

Review: this company collected money out of my credit card account, and refused to refund the money collected.Desired Settlement: I would like the company to acknowledge the error, and fraud. I would like them to refund the money back to me. The company has asked for my entire credit card number which I will not give out. I ask that the Revdex.com intervene in obtaining my refund with out my credit card number. I will provide the needed proof of charges to the Revdex.com and the company

Business

Response:

Hi thereWe 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:

the company is still insisting on my entire credit card number, which I have said in number of ways that I will not give! I will only provide the information that is found on my credit card statement, dates, and amount charge, and only the last 4 numbers of my credit card. They have the email address assoiciated with the charges, that and what I will give should be efficiant enough for them to verify the account and issue me a refund for the charges.[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 have determined that my complaint has NOT been resolved because:

to be very clear I did cancel this account, the only error I ever made was purchasing a dam song for .99, which this sorry excuse of a company thought it was okay to charge my card! Once the complaint was made about the charges and then the charges refundedany body with common sense would have then cancel the account and maybe offer an apology. Instead they continued to charge my credit card. This company is worthless, I have proof of the previous charges before May, and as for the interest charges and the charges they made to my new card, I will let the fraud department handle that and this company. I no longer want any additional responses, or I will consider this harassment!

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

Sincerely,

Business

Response:

Hello, In response to the customer's complaint, the user wasn't able to provide a cancellation email, which is automatically sent to a user when they cancel. The card they were charged on is a card they supplied when originally subscribing - the card wasn't changed on spotify.com throughout the entirety of their subscription. There doesn't appear to be any sign of the user attempting to cancel on our internal system either. The account has been cancelled, and the payments made since May have been refunded, even though it goes against our Terms & Conditions. We believe this issue has been resolved. We'll no longer contact the customer, at their request. Thanks,

I cancelled Spotify back before they required a [redacted] login, which they no longer do. They have been charging my credit card ever since. I used my dad's credit card and did not know about it until I got out of college and he asked me about the charges. I called my CC several times to dispute charges. Many were. They still charge every month so finally CC company said they were able to put a 4 year block. Spotify has no way to call them. And their email us redirects to a login but I no longer have an account. The number they use on the credit card is located in [redacted]. I've tried calling it and it doesn't. I call internationally all the time; it seems like it is not hooked up.

Review: Well for about the last year I have paid for my spotify account every month without a problem. Every month they have taken their money out of my account. So the beginning of this month my bank issued a new debit card. When I went to try and change payment type I would get an error screen. I waited a few days this kept happening. So I used their contact form to tell them about the problem. I got an auto reply and then nothing. I kept trying to get the payment to go and nothing. So I sent in a second complaint form this time about the business's failure to reply to a problem and the payment problem again I got an auto reply. This time however I can no longer get to the payment page. I go the page I click my card type and then I hit next and I get a white screen. I still haven't gotten a reply about my problem and my service has ended.Desired Settlement: All I want if for them to fix their website so I can readd my payment information and go back to using the product.

Business

Response:

Hi there,

I have read through your previous emails, I notice that you have emailed twice however there has been no auto replies here, and you have been answered first by my [redacted] and secondly by [redacted].

It seems that you have also replied to a couple of these mails and I can also see a reply from my colleagues too, could you check your spam folder as they may have gone there.

As far as I can see the issue has been resolved, however you have brought up a new issue here, namely not being able to access your account page on the website. Do you get any error messages when this happens at all?

Kind regards

Review: The company advertises their Premium service at $9.99 (plus tax) however they charged me $10.00 (plus tax). A penny may not seem like a lot but when you multiply it by millions of customers it adds up to tens of thousands of dollars a year they are collected unethically. If they advertise 9.99 then they should charge 9.99.((Desired Settlement: Change their billing practice to align with their advertised price or change their advertised price to 10.00 instead of 9.99

Business

Response:

Hi there,

Review: I signed up for their advertising of 3 months service at .99 cents per month. They from the beginning have charged me $9.99 per month for 4 months now, a total of $39.96. I filed a complaint on their web site in September & I cancelled their service off my smartphone in September too.

Yet they are still charging me $9.99 per month & I receive nothing from them. They are a total scam & rip-off company.

Their phone number is a scam too as no one answers it.

.Desired Settlement: Full refund of the $39.96 & notice that they will not charge me anymore.

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], and have determined that my complaint has NOT been resolved because:

Since I do not trust these people & I have not heard one word from them, I will not accept anything except a full refund before I accept any settlement of my complaint.

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

Sincerely,

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

Sincerely,

Review: Found charges on my credit card dating 2/*/15. I am not a member of their services, nor did I make any inquiry into their services.

Attempted to contact the business, got a recording directing me to their website for support. However to contact their company on their website you must sign up for a membership, which I do not want!

I there for contacted the fraud department of my bank and reported them.Desired Settlement: I desire to know how they received my credit card information, and I demand that the company reimburse me for time spent trying to contact me and my time in canceling my credit card and disputing the charges, and dealing with the fraud process. They could simplify the process by providing a telephone number with an operator to discuss this type of situation. In looking online it appears that many people are having this type of issue with this company, so apparently there is an ongoing issue of fraud concerning Spotify that must be looked into.

Consumer

Response:

At this time, I have been contacted directly by Spotify regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The business requested personal information that I believe would allow them further access to fraudulently charge me more.

Please see the attachment for their response. My is copied below.It's not surprising to me that you cannot find an account for me, as I have never created one. Nor is it surprising that you couldn't find previous attempts to contact you. In trying to contact you I was directed by your website that in order to contact you I needed to create an account. I do not desire an account, I do not want you to have the information you have requested, as that gives you even more potential to fraudulently charge me for your service. Obviously you have a problem with security that needs to be addressed. It is not necessary for me to provide you with the information you requested, I have filed a claim of fraud with my bank and if contacted by them you can tell them the same thing I have. I do not have an account, and I have never contacted you for service. So clearly the charges were fraudulently.

Sincerely,

Business

Response:

Hey,

Review: I have repeatly tried looking for contact information on this company, the phone number that is listed from my bank withdrawal is not a valid number (###-###-####). I have taking my credit information off these sight numberous times but the continue to bill my debit card. They are now making a debit every two weeks once on 09/**/15, 09/**/15 and just recently again on 10/*/15 for the amout of $9.99. I have two reference numbers that showed up on bank account [redacted] for the 9/** charge and [redacted] for the [redacted] charge. This company is illegally taking money from my bank account after telling them to remove my debit card informaion three times now.Desired Settlement: I would like a refund for all three charges starting from 9/*/15 to 10/*/15 credited back to my bank for the amount of $29.97.

Business

Response:

Hello there, We're replying to the user now, asking for more account/payment information so we can locate the account in question. Once we've located it, we'll look into refunding the payments made during the aforementioned period. If you need anything else, let me know. Thanks, [redacted]

Business

Response:

Hey there, Thanks for getting in touch with us again. I've located your account. I can see that it was created using the email addres[redacted], as you mentioned. I've gone ahead and refunded the most recent payment made on your account, the funds from which will arrive in your bank account within the next few days. The subscription on the account's also reverted back to our free service, so you won't be charged again. We aren't able to refund any more than the one payment, unfortunately. This is due to the fact that more than 14 days have passed since the other payments were made, making them ineligible for a refund on this occasion. You can read more about our refund policy by going [redacted]. If you need anything else please let me know and we'll be more than happy to help you. Jon C[redacted] Spotify Customer Support

Business

Response:

Hey, We're unable to find any contact from the email address [redacted]' in our system. We will contact the customer on this address and try to resolve the issue. Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Spotify has been charging my credit card each month, even though they do not have my credit information on file (never have). When I tried to contact the company, I get a voicemail that tells me to visit them online. Online there is no customer service option, unless you have an account.Desired Settlement: My card was charged $84.87 and the charges ranged from 10/**-12/**. I already contacted my credit card and they viewed these charges as fraudulent. They refunded the money already.

Business

Response:

Hey,We'll get in touch with the customer and try to resolve the issue.Thanks,

Review: I signed up for Spotify as a student in mid January. The advertised monthly subscription rate for students is $4.99. I encountered a few technical glitches when signing up, but ultimately reached a confirmation page stating that I would receive the discounted student rate. I contacted Spotify to confirm the price would be $4.99 per month. They wrote back:

"It takes some time for the subscription page to update, I can see that you are on the student deal and should be billed at 4.99 on your next billing date, If for some crazy reason that doesn't happen and you are charged full price, you get straight back to me and I will sort everything out to your satisfaction :) "

I recently was charged $9.99 for the mobthly subscription. I contacted Spotify immediately to notify them of the mistake and request a refund for the overpayment. It is important to me that they fix the subscription so that I do not have to contact them about their mistakes monthly.

Spotify responded that they would not issue a refund but offer the next month free and they said they would not fix the subscription issue. They suggested that I cancel my account in 2 months and go through their sign up process then and maybe it will work.

I have contacted Spotify 5 more times seeking a refund (it is a monthly subscription and I should not be charged for 2 months at a time), and asking them to fix my subscription it is not reasonable for them to offer a discount, confirm that it was applied, and then expect me to cancel and reopen accounts every two months to get the discounted price.

After being continually ignored I dont know what to do to get them to honor their advertising price without going through months of additional hoops.

Please help!Desired Settlement: Twofold:

1. Refund me the $5 you overcharged me.

2. Fix the student subscription on my account so that I never get overcharged again and never have to contact Spotify's abysmal customer service department again.

Business

Response:

Hello,We've located the previous cases from the customer, and we're going to investigate this matter further. Regards,[redacted]Spotify

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]

Their staff has not issued a refund for the overpayment and has not fixed the subscription. No progress has been made after exchanging over a dozen more emails. I requested a phone call so they stop wasting my time by copying and pasting the same unhelpful email into the box. They still refuse to help and insist on keeping my money. This is no progress.

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

Sincerely,

Business

Response:

This matter should now be resolved with the customerRegards,[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: Spotify billed me Eventhough I cancelled the service. They billed me fraudulently.Desired Settlement: I would like a refund

Business

Response:

Hey, Thanks for sending this over to us. We'll get back to this user now. Thanks,

Review: So when I heard about the student discount for the premium service which includes no ads and all that good stuff I figured hey I would sign up for it. When I did I never received my service and way very upset and now I would like to make sure I don't keep getting charged for it.Desired Settlement: I want them to either refund me or just turn my service on my account. I will not pay for something I'm unable to use.

Business

Response:

Hi, The issue explained in the original complaint was that they had paid for Spotify but hadn't received Premium, so the first course of action in this situation is to locate the account they subscribed on.It looks like we responded to the customer on November [redacted], asking for some information so we could locate their account, as we weren't able to find it using the information they originally provided (their contact email address). The customer didn't get back to us with any details, so we weren't able to proceed with locating the account and cancelling the payments. We'll reach out to the customer again, just in case they didn't receive the first email. Let us if you need anything else. Thanks,

Review: I asked for (and subsequently received) a Spotify gift card as a present. As a college student, I am eligible for a 50% discount on their Premium plan. However, the Spotify system will not allow a gift card to be used in conjunction with this discount. Had I known, I would have simply asked for cash and subscribed using a credit card. Now, I have this gift card that's only covering 6 months instead of the 12 I am entitled to.

The terms and conditions on their site are ambiguous at best in justifying that you must be 'a subscriber' in order to receive the discount. To this, I happily said I would input my credit card information to continue the subscription on their site for an additional 6 months service.

I was offered 2 months complimentary service, (bringing the total to 8 months) but not the full 6. I took this as an admission of error on their part (as otherwise why would they offer me anything) and gave the support team one final chance to offer the full 6 months, or else I would file a complaint. So here I am.Desired Settlement: My request from the beginning is just to break even on my gift card purchase. 6 months Spotify premium at full price ($10/mo * 6 months from my $60 gift card) and 6 months complimentary service. A total of 12 months, which, had I paid by credit card, would have been the same amount. ($5/mo * 12 months = $60)

There has been a daily exchange of emails for the past 7 days between Spotify and I, riddled with spotty justifications and dodging of questions. It was a more than reasonable request! It's been a very frustrating process, and I believe I am entitled to an additional three (3) months of Spotify premium service in the interest of customer satisfaction.

So, 9 months total of additional Spotify premium service.

Business

Response:

Hi there,

Sorry for the late response, I have reached out to the customer directly.

Kind regards,

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 decided to give Spotify a try with the 30 free trial that they have, well I decided to cancel the day before the free trial was due, and spotify still charged me anyway, I already canceled the account and this morning I see in my e-mail a receipt for the charge, tried to contact them directly but surprise they don't have a number just a form that needs to be filled out. their cancellation process is tricky, and they ask you a bunch of questions, instead of a simple cancellation process. Now my bank charged me an overdraft fee, because there was not enough money in the account, who is going to pay that back?Desired Settlement: I want them to send a letter to the bank letting them know it was their mistake, so the bank can take out that overdraft fee of $ 29.00.

Business

Response:

Hello,

We contacted the user, and refunded the last payment made to them our end. This should be refunded within three to five working days.

Kind Regards,

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 husband and myself pay $9.99 each per month for this service. I have contacted them via email for help recently with no response. In the past I have also contacted them regarding the same issue I am having with syncing, and offline availability of music. in the past when I contact them I receive an auto reply sending me to their website which does not cover this issue. I had written back to tell them that I still needed help and I still have yet to hear from them from over a month ago. I was however able to resolve the problem after one week of trial and error - not sure what exactly fixed it but I got it done. i've been having the same issue again this time since this past Friday 7/*/13. I have contacted them via email and still have yet to hear from them. it's frightening that between my husband and myself we pay $20/month for this service & can not get a response for help. I have even written in my email that I will be disputing their charges w/my bank as I am not receiving the service that I am paying for (what they label as "premium" service). This is a company in the UK but have offices in NY right in Manhattan. How no one can do their job is beyond my comprehension! I work in support, and I do not make a customer wait 2 hours for help, much less weeks or months and no reply. I am baffled as to how they stay in business. Disputing the charges are my next step of resolve.Desired Settlement: A phone call or email response!!! I would love for them to, at the minimum, reach out to me and treat me like a paying customer! A response shows that they are at least trying, which they most definitely are not. When/if they do respond eventually, at least their support people (if they exist) should know their service/application in order to help customers troubleshoot these issues. If they can not fix this issue, a refund I believe should be due to me and my husband for months of this aggravation.

Business

Response:

Hello,

Review: Dear Sir/Madam:

I noticed unauthorized charges on my credit card by a company name:Spotify USA:

[redacted], NY

Attempts to contact were failed due to useless phone number and not accepting e. mails.

Reviewing online opinions of many citizens showed that this company is a scam and doing fraud business to rip-off people's money.

Please consider this complain seriously and guide me about next action to do to protect more American peoples.

Thank youDesired Settlement: 1-Stop doing scam business and steeling people's money.

2- Provide clear,active contact information: phone numbers,Fax and emails, etc.

Business

Response:

Hello [redacted],

I'm [redacted], one of the [redacted] here at Spotify. We received your message through the Revdex.com, and would like to try and get this sorted for you.

First of all, we'd need to locate your account - We couldn't seem to find anything connected to your '[redacted]' email address. Can you tell me the username or email address you used to sign up to Facebook?

----

Kind Regards,

[redacted] | [redacted]

You can also reach us via Twitter @SpotifyCares

The soundtrack to this email is available on this playlist - [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:

?

So, you do not have any information about me because I've never signed up to you, never heard about you or got to use you service.

Please tell me how did you get my credit card information for unauthorized charge in last 2 months?

And can you please disclose to public clear and real contact methods for your company to communicate with: phone numbers, fax, email.(remember not every American has Facebook account to communicate).

Thank you

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

Sincerely,

Business

Response:

Hello,

We contacted the user through our Email system, and asked for further information in order to try and locate an account with our service.

However, we were unable to get any additional emails or information that would allow us to track down any accounts. In this case, we have recommended the user perform a chargeback with their bank account.

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] I did not receive an answer regarding how did they get my credit card number and info. Also, it is not safe to provide them with any more info. they are requesting about my bank or credit card.

I did contact my credit card to stop any further unauthorized payments to this company.

Thank you

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

Sincerely,

Review: I've canceled my services with Spotify three times via their suggested method (using their app) and contacted customer support to address being double billed and continually billed despite cancellation. I was never refunded the additional 9.99 (approximately $40 after the four months of double charging) and I continue to be charged $9.99 this month.Desired Settlement: I desire a refund and change in policy. I have spoken with several friends and they state they encountered similar issues, or know of others who have.

Business

Response:

Hi,I will take a look into this and contact [redacted] directly.Regards,[redacted]

Review: While looking at a recent credit card statement for my business credit card, I noticed a charge from Spotify. When I called them to dispute the charges, I only could listen to a recording saying to go to the website for customer service. When I follow the links to canceling this service, (that I don't recall ever signing up for), I'm informed that I am using it for free, and that there is nothing to cancel. But my credit card is charged every month. Apparently there is no way to stop these charges short of canceling the credit card entirely, which is a huge hassle. Spotify offers NO way to contact a real person to discus this very real issue. I am being scammed.Desired Settlement: I want all the charges for this service refunded, and to stop the continuing charging of my credit card.

Business

Response:

Hi,I will contact [redacted] directly regarding this matter and look for a quick resolution.Regards,[redacted]