Spotify

Review: I'm getting billed monthly for a service and I did not authorize this company to charge my bank account. I emailed them asking someone to call me so I can cancel and they replied they don't do anything by phone.Desired Settlement: I want the service cancelled. I want the months I was charged to be refunded.

Business

Response:

We've reached out to the user and asked for some payment information so we can locate the account they're being charged for. 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 are asking me for my bank account info. I'm not comfortable with that. Would prefer to work through you since they only communicate by email and cannot do anything by phone.

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:

Been waiting for them to call all week. Told them anytime Tuesday or Wednesday. Then on Wednesday told them anytime Thursday. Today is Friday.

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

Sincerely,

Business

Response:

We've reached out to the customer via phone and resolved the issue.

Review: For weeks Spotify has refused to respond to numerous attempts on my part to resolve several issues. They include, at least in part: - Delay in cancelling premium/paid services --- and addressing the necessity of doing so - Refusal to close my account - paid or otherwise -- and addressing the necessity of doing so - Breach of my personal data and that of a portion of all Spotify users -- those that have engaged with Spotify via [redacted] account, which I suspect is the vast majority of all accounts. Regarding the above, which is the most significant of the issues, Spotify is engaged in an active data breach which they not only refuse to correct, they refuse any dialogue on the matter. It is a legally actionable matter of a level of a very large class action lawsuit, but I'd prefer to see they correct the matter without such need. They will correct the matter; such is 100% non-negotiable. Through Spotify's website, under certain registration/log-in procedures, Spotify is publicly disclosing the association of an email address with a [redacted] account. This is not Spotify's right and represents massive violation of privacy. It poses security issues. It aids in spoof/phishing emails, etc. [redacted] was also contacted on this matter and refused to take action. Whether Spotify (or [redacted]) agree on the security-related matters is actually not wholly relevant. The disclosure of private data in the manner indicated is not Spotify's prerogative. I do expect them to resolve this matter with great haste which they have refused to handle via repeated direct communication attempts.Desired Settlement: - Immediately cease disclosing private data

- Refund all monies taken from me in total - or at least since date of notice of issues

- A full account of all attempts to access information about people so that I can further evaluate potential damage of data disclosure.

- I think further resolution should be discussed privately due to the sensitivity of topic matter and after sufficient necessary information has been provided.

Business

Response:

We're currently waiting on a response from our legal department regarding this.

Business

Response:

Hey there.We will take a look into the customers complaint and contact the customer to try to reach a resolution.Thanks,

Review: cancelled spotify account via email, they charged my credit card after cancel and now I don't know how to contact them without getting on my account which I know longer know how to access. I called the number that showed up on my [redacted] charge for spotify and it tells me how to get a form to cancel my subscription but it is not working. I need my subscription cancelled please which I know longer needed as of 9-*-14, however I understand that due to my original cancel notice I was charged for Sept. but should not have been charged for Oct. and I was. Please help me!Desired Settlement: CANCEL SUBSCRIPTION PLEASE

Business

Response:

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

Review: Our account has been charged twice on several occasions. Spotify does not have a customer support phone number so we went ahead and filled out the form provided on their website. 8 days pass and still no reply or anything. Signing up for spotify, our plan is only to be charged $10.00 a month. I have bank statements that show otherwise on several occasions. This is Case #: [redacted]Desired Settlement: I would like to get back all the double charges from my account.

Business

Response:

Hey,

Responded to customer. Attempting to locate accounts charging to stop payments.

Thanks,

Review: I'm enrolled in Spotify Premium, and I've authorized them to charge my credit card $9.99 per month. For the last 3 months, they have charged the authorized $9.99 along with UNAUTHORIZED charges for $10.82.

I've tried to contact them twice through their 'contact us' form, and have heard nothing back in two weeks.

I tried to call their [redacted] office, and nobody ever answered the phone. It just rings, and then it automatically goes to hold music with no person or greeting. I sat on this 'hold' for 45 minutes without ever speaking to a person, even once.

I've cancelled my service, but still want my refund of $32.46.

This is robbery, plain and simple.Desired Settlement: I'd like to receive a refund for the unauthorized charges of $32.46.

Business

Response:

Hello,

We were unable to locate any messages from the given email address - I have emailed the customer now to try and investigate the issue here.

Regards,

Review: Following an update of Spotify to 1.7.0, the service I am paying for fails to work on Apple iOS devices. The service continues to crash after numerous attempts at reinstalling the application and resetting my iPhone 5 (running iOS version 7.1.2). Spotify has failed to address this problem in a prompt matter with little outreach to affected customers. I have submitted requests for personalized assistance through their "contact us" forms as well as through their "community forums". All attempts to reach customer service has been in vain with delayed response times and no solutions presented.

I am paying for a service without receiving the service. As a matter of good business, I would like Spotify to review their priorities to their customer base - Especially to those customers that have supported the service since entering the United States. At the very least, providing refunds to affected customers who are having trouble receiving their service should be a matter of policy. Please improve your communication with your customers!Desired Settlement: Please repair the application ASAP while providing a timeline for your repair updates. Further, you should refund the costs associated with not being able to utilize the premium features of your service for the amount of time they are/were unavailable.

Business

Response:

Hi,

I will respond to Hudson directly and look for the best solution.

Thanks,

Consumer

Response:

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

Sincerely,

Review: I can no longer get into my account, nor will it allow me to make a new account. I cannot find a customer service number and in order to contact them on spotify community website I have to login to my account which I cannot do. how am I supposed to use their services when they do not help their customers.Desired Settlement: I would like for them to contact me by phone so that I can access my old account or delete my old account and start a new one.

Business

Response:

Hello, We've located the user's Spotify account on our system, and will advise the user how to cancel the subscription they have created through iTunes.Thanks,[redacted], Spotify

Review: I went to upgrade my account with Spotify however it kept telling me there was something wrong with my card. Well today I got a bank Statement saying they have received multiple payments for my account. However I do not have premium on my account and I have been charged about seven times. I have contacted them multiple times and never get a response back.Desired Settlement: I would like to get my money back.

Business

Response:

Hello, Thanks for bringing this to our attention. We've reached out to the customer already, and are in the process of resolving the payment issue with them. If you need anything else, let me know. Thanks, [redacted]Spotify Customer Support

I do not appreciate the bad language in the advertisements that I can't skip. This is not fair to me to have to listen to this and not even have an option to skip it or not. I am not happy with that right now. Other than that I usually really like spotify, I use it a lot

Review: This company started sending me emails. I don't know how they got my email address. I kept using the unsubscribe link in the emails, but they kept coming. Finally, I found contact information on their Web site, and used that to ask them to stop spamming me. They replied they would only if I would give them my birth date. Requiring the provision of a birth date to unsubscribe from an email list is a clearly unethical practice.Desired Settlement: 1. They unsubscribe me without me giving them my birth date.

2. They stop putting people on their email lists without the person's consent.

3. They put a WORKING unsubscribe link in their list emails, and unsubscribe people who use it without requiring any personal information.

Business

Response:

Hi there,

Review: The company charged my credit card for $9.99. I had never been to or used Spotify. I attempted to contact them by filling out the contact form but was no reply ever came. Had to go to Credit Card company and have the charge removed that way. Still have heard nothing from Spotify.Desired Settlement: My credit card company has removed the charge. I would like someone at Spotify to contact me via email to inform me what the charge was for.

Business

Response:

Hello,This case is now with our payments team, and have reached out to the customer.Regards,[redacted]Spotify

Review: Was charged for one month of a subscription service with automatic renewal, but I cannot get into the service for my trial month and I am worried that they will continue charging me for something I am not getting. I have called several different numbers, but they all seem to be disconnected.Desired Settlement: A guarantee that my account will be permanently closed an will incur no more charges in the future.

Business

Response:

Hey, Thanks for getting in touch. We're investigating it and will contact the customer directly to resolve the issue. Thanks for your kind attention. Have a nice day:)

Review: FRAUD!! NEVER SUBSCRIBED TO SERVICE NOR USED IT. DONT KNOW HOW THEY GOT MY CREDIT CARD#. THERE IS NO WAY TO CALL CUSTOMER SERVICE AS ALL PHONE NUMBERS DO NOT WORK.Desired Settlement: I WANT THE $9.99 MONTHY CHARGE THAT HAS BEEN TAKEN FRAUDULENTLY TAKEN FROM MY ACCOUNT SINCE AUGUST!!! I COULD ONLY GO BACK THAT FAR ON MY BANK ACCOUNT, COULD BE MORE, I WANT SOME SORT O CANCELLATION NOTICE AS WELL AS THE REFUND, THEY NEED TO PUT THEIR CUSTOMER SERVICE NUMBER OUT THERE FOR PEOPLE TO CALL WHEN THEY ARE VICTIMS OF THIS FRAUD SCAM!!!!!

Business

Response:

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

Review: I have had a subscription to Spotify for over a year, since July this year I have been double billed. I tried to seek help through the website to have the double billing corrected, but to no vale. The website offered advice on double billing but gave no avenue for the consumer to contact Spotify to speak with a live person to correct the issue. I am seeking a refund from July till December. The refund to me should be $59.94.

I can support the claim with documentation showing the double payments.Desired Settlement: I want Spotify to refund me the money they owe me from July - December 2014 in the amount of $59.94. I also would appreciate a better avenue for the consumer to be able to actually reach a representative from Spotify to rectify the issues that I and other consumers are having.

I have no other complaints about the company and enjoyed there service immensely, but wish they were more user friendly.

Business

Response:

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

Consumer

Response:

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

Sincerely,

Review: They have no direct customer service contact, as read in forums this has been a CONSTANT and ongoing problem. I requested a refund but all threads lead me to believe they will not refund the credit back. the payment was not authorized and my bank can not do anything with it until it goes through all the way. I have read multiple threads, forums and sites all confirming the customer service is equal to that of nothing or very little. The only phone number for them listed is not toll free and did not even have a voice mail set up when I attempted to call this number. They have made what customer service options a complete hassle it was just a " chase the white rabbit and see where it leads " ordeal and I am very upset.Desired Settlement: reverse all current charges and completely cancel any ongoing subscription.

Business

Response:

Hey,We have gotten back in touch with the customer, in an effort to resolve the issue.Thanks,

Review: On May **, 2013, I authorized a payment, via Paypal, to Spotify for an upgraded account. However, within an hour of that action, I did not receive any notification from Spotify confirming the upgrade, nor did I receive notification from PayPal notifying me of a payment made. My PayPal balance and account activity did not indicate any action with Spotify. Additionally, upon attempting to log in to Spotify, I was alerted that I must upgrade in order to receive the services for which I just authorized payment. I took this lack of notification, and inability to use upgraded services, as an indication that my first payment authorization had failed to go through. So, I repeated the action. Again, within an hour, I did not receive any notification from Spotify confirming the upgrade, nor did I receive notification from PayPal notifying me of a payment made. My PayPal balance and account activity did not indicate any action with Spotify. Additionally, upon attempting to log in to Spotify, I was alerted that I must upgrade in order to receive the services for which I just authorized payment for a second time. 24 hours later, I still had not received notification from Spotify or PayPal, nor was I able to use upgraded services. One month later, on June **, I received an alert from PayPal that I had authorized a payment to Spotify. Then, I received another identical notification today, July **. This delay in notification is absolutely inexcusable. I was unable to use services for which I attempted to pay on May ** until an entire month later, nor was I notified of it until far past the date requested. Given the impression that this was a technical error, I didn't even bother to use the services by the time I received notification of payment. On July **, 2013, I sent an email to the customer service address provided to me by PayPal ([redacted] to request a full refund of both payments of $9.99, due to the gross inconvenience of the notification delay and my inability to use the services paid for. Forty-eight hours later, I had received no response. Spotify does not have a company telephone number.Desired Settlement: I request a full refund of both payments of $9.99, due to the gross inconvenience of the notification delay and my inability to use the services paid for.

Business

Response:

Hi There,

Review: Spotify has charged my credit card $9.99 since August 2014. My credit card company refunded $9.99 for 4 months, December 2014 through February 2015. I still have not gotten refunded from August 2014 through November 2014 as well as another charge of $9.99 for March 2015. Spotify never received permission from me to create an account, there isn't even any type of account associated with my email address for Spotify. I do not know how they received my credit information and I would like these charges to stop and I would like a refund for the 4 months in 2014 that I was charged with giving permission.Desired Settlement: Refund of $9.99 for August, September, October and November of 2014 as well as a refund of $9.99 for March 2015 that was charged to my credit card. I would like these charges to stop immediately.

Business

Response:

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

Review: I signed up for a free 30 day trial of spotify premium. I acknowledged that if I did not cancel this after the 30 day trial that it would automatically be renewed and I would be charged $10 per month until I.cancelled the service. However when I went to cancel it before the 30 day trial period was up, it said I did not even have spotify premium. I logged into other spotify accounts I had made in the past to make sure I was in the one in which I signed up for the trial but ran into the same problem. I have not even been able to utilize the services that I am now being charged for. I have been charged $10 for the last 3 or 4 months in my credit card for a service I have been unable to use. I tried contacting spotify by submitting a written request telling them the issue I was having. However they never got back to be and continue to charge me every month.Desired Settlement: I would like to cancel the service with spotify and be reimbursed for all of the months that I have been charged without even once being able to access the premium spotify services.

Business

Response:

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

Review: We received a Spotify gift card for Christmas. The card is marketed as a $30 of Spotify gift-card. However the gift card is truly a 3 month subscription to Spotify premium. We got the card with the intention of using it toward a family subscription and found out that the gift card cannot be applied for this subscription. Neither the gift card or the card carrier mention this restriction. I have reached to Spotify who informed me of the limitation. Initially they offered to refund the card but them followed up to inform me that in fact they could apply the credit to my account for my family subscription. Further follow up informed me that is was incorrect and that I could only apply the card to a premium membership. I have responded that I was not satisfied with the lack of resolution and got a message back that my request had be sent to an escalation team. Since then I have not heard back from Spotify despite follow up emails.Desired Settlement: I would like for Spotify to offer a resolution to my inquiry with a follow through. Also I believe that Spotify is misleading the public and should clearly indicate that their gift card are not a dollar value but rather x month worth of a specific type of subscription.

Business

Response:

Hi,I will look into this and contact the customer directly today.Thanks,[redacted]

Review: I canceled my Spotify Premium account months ago and have not accessed the service. Despite this, I have still been billed $9.99/month for the past 3 months.

Numerous attempts at reaching any individual have been unsuccessful.Desired Settlement: Will I get a refund for the past 3 months? I’ve been paying but have not used the service.

Business

Response:

Hey,We will look into this and get back to the customer.Thanks,

Consumer

Response:

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

Sincerely,