Spotify

Review: On 12-**-15, I clicked a link in an e-mail sent from Spotify to try their Premium service for 3 months at $0.99. I paid for the service using my [redacted] account. I was charged the full $9.99 instead of the $0.99 it was supposed to be. Also, the Premium was never added to my Spotify account. I filed a complaint with [redacted] and was eventually credited on 1-**-16. My [redacted] account was again charged $9.99 on 1-**-16 and my personal bank account was charged an additional unauthorized amount of $9.99.Desired Settlement: I want to be refunded the full amount and for Spotify to stop charging me for anything.

Business

Response:

Hi there, We'll respond to the customer right away. 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 have not been credited anything from Spotify like they said they would.

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

Business

Response:

We won't be refunding all of the charges. The customer knows the person the account belongs to, meaning we're unable to refund the payments. There are two [redacted] payments on the account, one of which we've refunded. If they would like a refund for the other payment, they'll need to contact either [redacted] or their card provider. The account is now on our free service, so they won't be charged again. Thanks,

Review: Spotify has been charging my [redacted] monthly and I never signed up for them. I don't even know what Spotify is. Here is the letter I wrote them:

I have contacted you 3 times to let you know that you are charging my credit card $9.99/mo. and I have never signed up for anything. Since I have not received a response from you, I am now contraction the Revdex.com to take care of this. My name is [redacted] and my phone # is ###-###-#### if you would like to resolve this problem without getting a bad mark at the Revdex.com. You have charged me $9.99 from 8/*/14-12/*/14 thus far, totaling $45.00. My email is [redacted]. Please be sure to STOP and further charges and take me off of whatever subscription you have put me on. I expect a refund in full, and to never see charges on my [redacted] again. I am putting a complaint into the Revdex.com as soon as I finish this letter to you.Desired Settlement: I would at the very least like a refund in full of $45.00 and to make sure they don't charge me again. It appears that they put the charge through on the [redacted] of every month, so please make sure they don't charge January, and If they do, please refund that as well.

Thank you very much

Business

Response:

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

Review: I signed up for a free trial of Spotify premium service a few weeks ago. However, it has been difficult to access the premium service as the app switches from free to premium frequently. When I went to cancel my premium subscription as to avoid any charges once the free period lapses, I found that Spotify does not actually give you an option to cancel but make it very clear that they will begin to charge users once their free trial is over. I have checked everywhere on their site for a cancellation option and there is nothing. Especially under a tab labeled "manage subscription" . I researched this issue online some more and thousands of users have the same issue. I believe it is spotify's business model to coax people into signing up for a free trial upgrade then trapping them into long term memberships with no option to cancel.Desired Settlement: At this moment, I want my subscription cancelled. I do not want to be charged anything and I want a cancellation option that is user friendly. The rest of the app is very user friendly so I can imagine adding a cancellation feature under the "manage subscription" page is very doable. If this outcome is not met by the time my free trial ends, I want every dollar refunded back to me.

Business

Response:

Hello,We could only find one account connected to the user, where we had no payment information of any kind. We are contacting the customer to try and find out if there are any further accounts they may have opened up.Regards,[redacted]Spotify[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: I never got my free trial after charging my card the first time I cancelled my subscription only to have my card charged two more times. There is no customer service number no way to contact this company stealing my moneyDesired Settlement: 30.00 which you took from me

Business

Response:

Hi,I have replied to [redacted] directly to resolve this.Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have clearly proved they took money 3 times in one month I dont think they have the right to investigate when the proof has been sent to them. No customer service for a company whom charges a persons debit \ credit cards is just crazy. I would like a full refund asap.

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

Sincerely,

Business

Response:

Hi,I replied to [redacted] yesterday asking for further details so we can locate the account in question, as I can't locate the payment with details provided.I'm waiting for a response so we can help resolve this.Thanks,[redacted]

Review: After signing up for a Premium membership through my already active spotify account, my account was charged. However, I have not been able to update my account to the service I paid for. Also, on my account it doesn't say I am a premium user, yet I am still being charged. I tried contact their costumer service, but have not reiceved an email back. They also have no phone number for costumer to reach them at. I have contacted my bank, but the first charge was too small to dispute. I am frustrated that I have not received my service that I am being charged for.Desired Settlement: I would like a refund of both monthly charges and to be taken off their billing lists and have my card information removed from their accounts.

Business

Response:

Hey,

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

Thanks,

Review: I am trying to cancel the subscription and the web site doesn't allow me. I logged in with my username and password. When I try to cancel the subscription it was asking for a password again. When I enter the password I used to log in it says incorrect password. Then I tried to reset the password. When I click at the link to reset the password it says your session has expired. Therefore there is no way to cancel the subscription. There are thousands of complaints on their web site from users about the same problem. This was made intentionally to make almost impossible to cancel the subscription. Shame on you spotifyDesired Settlement: I need a refund for last month and cancelled subscription. My username is nmujanov

Business

Response:

Hey there,We'll get back to the customer now.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:

What kind of a reply to the case is this "[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:

Not only that you didn't issue a refund, but yesterday you charged my card again. Apparently you have no idea what's going on in your company

[redacted] Transaction DetailsDebit Card Purchase ([redacted] Transaction ID #[redacted])

Nov *, 2015 Authorization to [redacted], Completed Details -$9.99 USDMerchant: [redacted],

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,

Review: They charged my debit card TWICE on the same day for my monthly subscription fee. The fee is 9.99 monthly, but again, they charged me twice.Desired Settlement: I want a refund from bring overcharged.

Business

Response:

We have refunded the customer the extra charge.Kind regards,Calvin

Review: company overcharged me for services. contacted [redacted] they are very disturbed by this incident. can't get to upgrade [redacted] prevention products for my computer because of this. tried to contact numerous times no answer. I need them to remove credit card information now. I am an in process of contacting a lawyer on this is issue. very poor service.Desired Settlement: remove credit card information refund all money and discontinue service so that I may continue to use my Mac and [redacted] uploads from reputable apps. resolve immediately or will contact lawyer and file suit

Business

Response:

Hey, We've got back in touch with the customer, explaining that her subscription was created via [redacted], rather than directly through us. 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:

My [redacted] account is inactive. I talked to [redacted] and they said you we're responsible for the problem. I want the problem fixed immediately and my money returned . I cannot update anything on my computer or phone. Fix the problem. Now

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

Sincerely,

Business

Response:

Hey, We responded to the customer with the solution to their billing. [redacted] are charging them, and therefore we are unable to cancel or refund anything. I've responded to [redacted] again with another reply reiterating the point that we can't modify anything to do with billing on her account, and she should be contacting [redacted]. Thanks

Review: The call number for customer service is nonexistent and instead refers us to a contact form. I had simple questions about the contract I wanted to understand better and both times the form provided the same automated response, brushing me off to community forums for assistance. This is an unprofessional and poor contact model and I am very upset I wasted time trying to get ahold of them about my questions and I still cannot reach them!Desired Settlement: I want to know customer service really exists before I do business with them.

Business

Response:

Hi there,

Sorry to hear of your frustrations. Spotify does not in fact have a phone service as of yet however I can give you a personal call or you can email in at [redacted], post on our [redacted] page or [redacted] us [redacted] or I can arrange a personal phone call for you at a time that suits you.

Kind regards

Review: I have contacted this business via their online customer service form with no reply. I cancelled my account via their website months ago(following march payment). I wanted to disassociate my [redacted] account and spotify account and started the new account in May. The only way to do this is to deactivate my current account and start a new one. I cancel Following my cancellation and starting a new account on the same Debit card, I started noticing two charges of 9.99 a month on two separate dates. This service is 9.99 per month. The email associated with my initial account was [redacted] and the second account that I currently use is [redacted].Desired Settlement: I would like a refund of my money from start of service in May and deactivation of all accounts

Business

Response:

Hi,

I have checked both email addresses ([redacted] and [redacted]) and unfortunately can’t find a case that was created through our contact form.

I can see [redacted] has two Spotify accounts with these email addresses.

1. The first account was created with [redacted] page ‘[redacted]’and email address [redacted].

As [redacted] advised the premium was cancelled on this account on [redacted] March 4014 but on the same day new payment details were added and [redacted] resubscribed to Premium on [redacted] March 2014 and the subscription has been running ever since.

2. The second account with username ‘ [redacted]’ and email address [redacted] was created on [redacted] May 2014.

[redacted] subscribed to the 30 day free trial on this account on [redacted] May and this was converted to a normal premium subscription and [redacted] has been paying ever since. This second account is the active account [redacted] has been using.

I will be happy to refund the three payments made on the first account from May to July, as the customer has been paying twice but only using the one account.

[redacted] has been using the second account on a daily basis so I won’t be able to refund any payments on this account, but I would be happy to cancel this subscription if that’s what he prefers.

I will contact [redacted] directly with the same information, so we can go through the refund process and I hope this will resolve this case.

Thanks,

Review: Spotify has charged me from two different Checking Accounts. They would not reimburse me because they said it was more than 14 days. I took me a long time to discover what they had done. Then, I spent a day trying to figure out how to contact them. They requested proof and evidence. I had to contact both banks which took even more time. They would not consider reimbursing me.I cannot find a way to contact them by phone. I believe they want you to have a hard time getting in touch with them.

For your reference this is Case #: [redacted]

I have been charged by Spotify for two different accounts, three times, at the same time:

Park Sterlin Bank Greater Abbeville Federal Credit Union

1/**/14 10.69 NO Duplicate Charges

2/**/14 10.69 NO Duplicate Charges

4/**/14 10.69 3/**/14 10.69

4/**/14 10.69 5/*/14 10.69

5/**/14 10.69 6/*/14 10.69Desired Settlement: 3 month double charge @ 10.69 per month plus taxes

Business

Response:

Hi there,

I have read through the thread with my colleague. I will be able to reimburse you for one month charge on your account, as I can see no usage. However I can oly see the charge here, I will reply with more details in that same thread and confirm you refund of 9.99 + tax.

Kind regards

Review: I have spent several months trying to find a way to contact Spotify once I noticed a recurring monthly charge on my credit card. On August [redacted] I sent the below email to the ONLY contact info I could find on their website which was their privacy dept. After two exchanges and providing them my details, they responded on August [redacted] (second email below) that they had 'found and addressed' the fraudulent user accessing my card and they would refund me in full for the past 10 (now 12 months). I now see that an August charge for $9.99 is AGAIN being posted by Spotify AND there is no refund received on my card even though Spotify stated it was processed on the [redacted]. I also contacted my credit card company today again and they raised a fraud alert for Spotify. The CC company still does not see any refund pending from Spotify.

----------------------------------------------Aug [redacted] TO SPOTIFY [email protected]:

My credit card is being fraudulently used for a Spotify monthly subscription.

I have been unable to contact Spotify so they may stop the subscription. I have searched the site and also checked iTunes as they recommend for subscriptions - there are none there.

I do not have a spotify account, I've never had a spotify account. Signing into get customer service on forum boards when I don't and never have had an account is crazy.

There is NO WHERE to contact Spotify to notify them that the account holder has fraudulently used my credit card for an account.

Please forward or provide me with a contact that I can speak to.

Thank you,

Amy Newman

-------------------------------------------------------------

On August [redacted] I received the response below from Spotify.

---------------------------------------------Aug [redacted] FROM SPOTIFY [redacted] Case #: [redacted];

-------------------------------------------------------

I have since reached out to them again 8/** stating that my card was just charged again for $9.99 and no refund has been received.Desired Settlement: I would like them to refund my account for every month (at least 12) that I was fraudulently charged for a service I did not agree to pay for.

I do not understand how a company can continue to get away with blatant disregard for customers being able to reach them. While trying to figure out how to contact them a great deal of similar complaints were found. I would hope that the Revdex.com can somehow enforce and protect the consumers who are randomly being charged for un-requested services without their consent.

Business

Response:

Hi there, I'll have a look and will get back to you!Thanks !

Review: I am unable to login to my Spotify account because my [redacted] account is deactivated. [redacted] is asking for Drivers license, birth certificate and other personal data. Since I won't supply this, they will not unlock my account.I am being charged by Spotify for a service that I cannot access because I can't access [redacted]. I am getting auto responses to my emails. They have already debited my account this month.Desired Settlement: Refund. I have not been able to access my Spotify account to deactivate my service or update my email to continue the service. I cannot use [redacted] to login any longer.

Business

Response:

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

Review: I discovered that we were charged $9.99 on 2/*/15 from Spotify US. Oddly, my wife nor I have ever used, signed up, let alone visited Spotify.com to provide our credit card information. I am in the process of communicating with Spotify to sort through the issue, however I am perplexed and deeply concerned why and how Spotify attained our credit card information.Desired Settlement: We would like our CC reimbursed, with interest as well as explanation of how and why our CC was attained and used.

Business

Response:

Hi,I'm in contact with [redacted] directly to resolve this.Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have not received a response from the organization explaining why this occurred, what they are going to do to correct the issue, and have not explained how they are going to make up for the time and damages they have caused.

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:

[Your Answer Here]

I have provided Spotify everything they have asked, several times to several different account specialists, and they continue to fail in finding the unauthorized payment, explain why it occurred, and have done nothing to correct the issue. Their offer of a phone call is worthless at this point as I have nothing more that I can provided them. I believe a phone number should be offered to anyone calling in with an issue and not having all consumer issues dealt with online. Further, I was quite put off by Tristen, the [redacted] who failed miserably at making the situation any better, and in fact further complicated and upset me as she completely ignored the information I provided her, receiving her responses like she never even read the facts I provided her. Overall, very unhappy with the resolution as Spotify continues to fail at reversing the charge and mostly, explaining how/why they made an unauthorized charge on my credit card!

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

Sincerely,

Business

Response:

Hi,We have located and refunded the payment in question. I have been in contact with [redacted] directly and this case should now be resolved.Regards,[redacted]

Review: I am a student who qualifies for a reduced subscription fee of $5/month (normal subscriptions cost $10/month). I purchased a $10 prepaid Spotify card assuming it could be used as a $10 credit to my account and would be good for two months of service with the student discount. However, upon entering the card, it became clear that the card was not a $10 credit, but rather a 1 month prepaid subscription. The card says nothing about being a 1 month subscription, only that it is worth $10. Nowhere in the student discount terms and conditions are pre-paid cards specifically ruled out as a payment method, nor does the pre-paid card specify that it is a 1 month credit as opposed to a true $10 credit. When I contacted customer service to resolve the issue, I was handed off between three different reps who all gave me the same scripted answer saying that the pre-paid cards cannot be used with the student discount.

It was not clear from the terms and conditions of the pre-paid card and the student discount program that pre-paid cards could not be used with the student discount. Had I know this at the time of purchase I would not have bought the card. For future subscriptions, I have no problem using a credit card to take advantage of the discount but feel that I shouldn't have to lose $5 due to Spotify's unclear payment policy.Desired Settlement: I would like for an additional month of service to be added to my account in order to compensate for the month lost as a result of not being able to use the student discount with my prepaid card.

Business

Response:

Hi There,I will contact the customer directly and explain what's going on.Kind regards,[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:

I received an email from customer service saying the same thing as before: "...the (student) discount can only be used with a paid subscription." This does not resolve my issue because my argument all along has been that gift cards are a viable way to pay for a subscription. Nowhere in any of the terms and conditions are gift cards specifically ruled out as a viable payment option for a recurring subscription. The language in the terms and conditions lead me to believe that I would be able to apply a gift card to the discount resulting in me buying a $10 gift card that I thought would buy me two months of service but instead only bought one.I'm not asking for a huge change of policy going forward. All I'm asking is for Spotify to give me an additional month of service to compensate me for being unable to use my discount with my gift card. Spotify customer service seems unable to comprehend this or do much of anything outside of refer me to the terms and conditions which I have already read multiple times.

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

Sincerely,

Business

Response:

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

Review: I Have gotin spoitify were u pay for it and I cant anymore so I canchelled my spotify but they keep on charging my card... There is no way of getting a hold of them. Can u plez help me.Desired Settlement: my want my money back and for them to stop trying to charge my card.

Business

Response:

Hey!We'll get back to the customer and try to resolve the issue.Thanks,

Review: I signed up for an extended service with Spotify for a fee of $9.99, for once a month for this amount to be deducted from my bank account, and Spotify has been charging me a double fee of $9.99 per month, I have tried reaching them by phone, and email, the response by email is not helpful, it has not bought about any solutions, I have not found as of 3/**/15 any phone number that is helpful for me to contact Spotify directly , I donot want to cancel my bank card information to start another one, I have a lot of direct accounts coming out monthly, and this would be an extreme , for me to go through this process, when Spotify needs to stop stealing , from my account and reimburse me for the amounts taken out that I did not authorize I just want justice for the services that I did not order,Desired Settlement: I want a Billing Adjustment to bill for one service monthly at $9.99 as I had ordered, and a refund of the charges that were taken out of my account @ $9.99 twice per month, and a letter of receiving the notice of complaint , stating that the matter has been taken care of

Business

Response:

Hi,I have sent [redacted] an email directly regarding this matter and hope for a quick resolution.Thanks,[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,

[redacted]

[redacted] I thank you Revdex.com for assenting me with the complaint against Spotify, They did reimburse me for the additional charge, I had no response from them until you helped me, I THANK you soo much ,

Review: I have an account that I don't check often, but when I did check it last week. I seen that Spotify has been taking out of my account for that month. I investigated and look up previous months and seen that they have takING out of my account since july. My first attempt was calling the number to talk to someone, but it sent me to the website. I went to the website I don't know my login in but it has a link for [redacted] I click it and it takes me to an account which says it is a free account with my name so there is a community board I had to look on to see if I can resolve my compliant. The email they responded that I had an account but it was an free account and told me to send information that they were taking out the account, so I did the second email stating that they can't find the account in the process they take a payment again. So I sent card and transactions that they were taking out. The third and fourth email was stating that they couldn't refund no more than 14 days. Meaning only one payment will be refunded. I'm very unhappy that this mistake on they behalf can not be resolved if I'm not in the wrong and haven't use the premium service.Desired Settlement: Refund of all transactions

Business

Response:

Hello, We've responded to the customer, and will resolve the issue with them. Thanks,

Review: The account that I pay for has disapeared and replaced with a limited free account. I have paid to the premium services. I have contacted spotify via both avenues. Their email service refers me to the online service, and the online service refers me to the email service. Called the number on fill with the banks billin only got a recording. Spotify has failed to provide me with the service for which I am paying, and to even offer an attempt to sovle the issue. The customer service is appaulling, and taking money with out providing service is theft.Desired Settlement: I would like to speak to a competent agent. and have my service reinstated.

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 received a notice that some of my passwords had been leaked. I went around to all of the websites I no longer use and deleted/terminated my accounts to keep my privacy.

Spotify is the ONLY company giving me a problem. They refuse to delete the account even though I have informed them several times that my passwords/usernames were more than likely used by other people now and any information Spotify may have on file is no doubt wrong or changed by someone else. I wanted the account terminated so it could no longer be used.

They refused to give me an option to close it through anything but email. I told them repeatedly, I cannot transmit my date of birth through email, I don't know that someone else won't read them. I asked several times for alternatives, and when I finally gave in and gave them my zip-code they said it was wrong.

I'm not surprised it is wrong MY PASSWORDS AND USERNAMES FELL SUBJECT TO OTHER PEOPLE'S USE.Desired Settlement: DELETE MY ACCOUNT. NO FURTHER CONTACT.

Business

Response:

Hello, We've already deleted the customer's account, so this issue has been resolved. Thanks,