Spotify

Review: LAST FEBRUARY I CANCEL MY MONTHLY SUBSCRIPTION WITH SPOTIFY AND I RECEIVED EMAIL NOTIFICATION THAT IT WAS CANCEL AND I WAS REALLY SURPRISED THAT THEY STILL CHARGE ME EVEN THOUGH I CANCEL IT SO I CONTACTED [redacted] AND I WAS ABLE TO RESOLVE THIS VIA [redacted] AND REFUNDED ME THE MONTHLY SUBSCRIPTION AND REGRETFULLY WHILE IM CHECKING MY CREDIT CARD CHARGES THEY CHARGE ME AGAIN AND WHAT HAPPENED IS REALLY SCARY BECAUSE THIS TIME THEY CHARGE ME DIRECTLY THROUGH MY CREDIT AND WHEREIN THEY DONT KNOW MY CARD DETAILS. MY ACCOUNT WITH [redacted] IS MY [redacted] AND MY EMAIL IS [redacted] I HOPE THEY WILL STOP CHARGING ME THIS IS UNAUTHORIZED CHARGE .Desired Settlement: I WANT A REFUND AND STOP UNAUTHORIZED CHARGES.

Business

Response:

Hello,In order to locate this payment, I have reached out directly to the customer to try and gather some further information. Regards,[redacted]Spotify[redacted]

Consumer

Response:

I received an email from Spotify and I already contacted my credit card provider and I'm still waiting for their reply so right now let me just provide you the details that I have and it might also help them to track this unauthorized I'm also going to attached a screen shot for this SPOTIFY unauthorized charge sale date is March **, 2015 and post date is March **, 2015 total charge is 129.00 Philippines pesos My card is issued in the Philippines [redacted] card number[redacted] name on the card

Review: I cancelled the Spotify service and they still keep taking money out of my account and I have not authorized this. I have emails from the company stating they cancelled my service and they won't refund my money.Desired Settlement: A refund and that they stop taking money from my account.

Business

Response:

Hello, We've refunded the user's most recent payment and terminated their service. Cheers,

Review: I want to cancel my daughters trial premium service. They have no customer service phone number to do that. They have not responded to email. I do not know how to contact them to resolve my complaintDesired Settlement: stop my daughters premium service

Business

Response:

Hey,Customer got in touch with us yesterday and we are currently awaiting a response from . We will make sure that our efforts to locate his daughters account and cancel it's subscription are outstanding. Thanks,

Review: I was charged twice this month, and the number given to contact someone in the company reroutes you to the website. I want to cancell my account today.Desired Settlement: Refund

Business

Response:

Hi there,

Review: My mother recently purchased a Spotify gift card and paid $30 for it, as it said at the top of the plastic card.

I renewed the gift card on Spotify, only to notice that I wasn't getting the full $30 worth of money my mom bought. I was paying only $4.99 a month for Spotify because I have a student discount, but the $30 gift card was only worth 3 months of a full-price (9.99) subscription. I am out $15 only because I wasn't paying full price for the subscription. So my mom paid an extra $15 for nothing. I contacted Spotify, and their solutions were a.) Cancel my student subscription and get the full price of the giftcard, or b.) wait until my student subscription was out, and then use it. Neither solution would get me my money back. There is fine print on the back of the gift card that does say it only counts towards the full price subscription, but on the front of the card in large print it says "$30", so my mom was under the assumption it would get me $30 worth of subscription. It's extremely misleading for people getting their students a gift card.Desired Settlement: It would be great if I could get my mom's money back, or get the subscription that she paid for, but I think the real solution is for Spotify to change their gift cards so instead of saying "$30" worth of subscription, it said "3 Months" worth of subscription. It would be much less misleading and hopefully other people won't make the same mistake as we did.

Business

Response:

Hey [redacted], Here is Natalia from Spotify customer support. It came to our knowledge that you have a trouble with a gift card on your student discount and we'll be glad to find a solution. I'm afraid it's not possible to use Spotify gift cards in conjunction with other discounts and promotions, as it's stated here on our website. However, we've extend your subscription for 2 more months for free as a gesture of goodwill. If there is anything else we can help you with, please let us know. Kind regards, Natalia Spotify Customer Support Cambridge, UK "One good thing about music, when it hits you, you feel no pain." Bob Marley [redacted]. [redacted]

Business

Response:

Hi there, Thanks for passing this over to us. I'll get back to the user and help them with their request. Best,

Business

Response:

Hi [redacted], My name is Anastasia and your case has been escalated to the Escalations Team, regarding your case on Revdex.com. I've read through your case and I apologise about the confusion. As my colleague has already mentioned, unfortunately it is not possible to use gift card with any offers (inc. Student discount). Here is the link for out Gift card T&C: [redacted] Please do not hesitate to contact us if you have further questions. We would be glad to help. Regards, Anastasia. Spotify Customer Support Cambridge, UK "Music can change the world because it can change people" -Bono Did you know we have an extensive help section on our website? You can find it at [redacted]

[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 have a premium account with spotify. The other day I tried logging in with my password and user id and it said I already have an accnt under that email. After numerous attempts to log in I decided to cancel. Again I put in my info and it gave me the same message. As of right now, im locked into an acct that I cant use or cancel. There Is no cust service # and no other way to resolve this issue. My bank with debit my acct 9.99 on 10/**/15. All I need to do is cancel.Desired Settlement: Cancel service before my bank debits 9.99

Business

Response:

Hey,We have received James' message and I have located the account that is charging him. We will get back to James 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: Spotify has been charging my [redacted] debit card for several months now and I don't have a spotify account. These charges are fraudulent and I want compensation for it. The company has been charging me 10.59 a month and I want it cancelled and refunded. I feel very violated that the company has no real way of contacting them and that I have to suffer for this. I am a single mom and this amount is a fortune to me and my kids.Desired Settlement: I want a full refund of all the charges that have been taken out of my account

Business

Response:

Hi There,I've contacted the customer directly in order to get this sorted.Kind regards[redacted]Spotify Customer Support

Review: Spotify has made an unauthorized charge of $9.99 to my credit card. I have not been provided with any explanation of this charge, nor did I willingly enroll in any Spotify service.

I have tried to contact Spotify to inquire as to whether an unauthorized account was established in my name. In spite of my effort to speak with someone at Spotify however, the phone number listed on the credit card bill for Spotify refers the caller to the Spotify website. I visited the website, as instructed by the Spotify telephone recording, and sent an email message alerting Spotify to my problem. Unfortunately, I have not received any reply except for an automated response indicating that Spotify received my message.

I find this issue to be most discerning as I do not know weather Spotify will try to make recurring charges to my credit card. If an account has been established in my name through fraud, subterfuge, or misrepresentation I would like to be certain it is canceled so that I am not liable for subsequent payments to Spotify.Desired Settlement: 1. reversal of the unauthorized credit card charge in the amount of $9.99

2. confirmation that no Spotify account has been created in my name or, in the event that a Spotify account was created in my name for it to be canceled and to be provided with an explanation as to how an account was established with Spotify in my name without my informed consent

Business

Response:

Hi,I have contacted [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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I noticed they have been billing 2 different credit cards monthly.

I wrote to cancel both accounts, they responded I only had free accounts and couldn't cancel accounts because hey can't find.

I guess I'll call my bank and have them stop paying if they can't resolve.Desired Settlement: I don't need a refund, I should have watched bills more carefully. Just cancel accounts and stop billing me.

Business

Response:

Hi,

I will contact [redacted] directly to find the second payment.

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

After contacting you, they found one account and said they would cancel that.

They are unable able to find the 2nd account, even though they bill my card monthly.

they told me to contact bank and get transaction number so they could locate account.

The bank said this was not available and the best course of action was to block Spotify billing

through the bank. Which is what I did. I actually liked spotify, but they are not doing

right with their billing.

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

Sincerely,

Business

Response:

Hi,

I have got back in touch with [redacted] so we can locate the second payment.

Thanks,

Review: Spotify is a music service phone app that if you subscribe you can create and save your own playlists. I had been paying $9.99 a month for nearly a year. I spent countless hours compiling many work appropriate playlists as well as some personal ones. This is a very tedious process that takes forever to do. I spent months fine tuning the playlists, adding songs and deleting inappropriate ones. In early January 2015, I want to say the [redacted], my Spotify app unexpectedly shut down. When I logged back in and opened the app, my entire account, all the playlists and work had been deleted. The next day I called Spotify to resolve the issue. The only phone number they had, went straight to a recording stating the only way to "contact" Spotify was to email a customer support link. So, I took the time to email them and explain in detail what had happen. I asked if there was any way to retrieve all the work that was lost and get my account back. I was sent back an automated response saying "we're sorry you want to cancel your subscription" with instructions on how to cancel my account as well as a promotional offer. So, I sent another email saying I didn't want to cancel my account, I just wanted it back with all the data I had saved. I also said that I didn't want to cancel it in case it had the only information to get all my playlists back. There was know way I could spend that amount of time to do it again myself one song at a time. I left my email, phone number and a fax number asking if anyone could please contact me to help resolve the issue. Well, I was sent the same generic email saying sorry and the steps needed to cancel my account. This wasn't until April of 2015. Frustrated, I started trying to find any other contact number or address. I found the address and mailed a detailed letter explaining what had happened, I have still not received a response. After a few months, I got no response and there no way to see if anyone has actually read my emails or my letter. I decided, after being charged $10 each month for an app that won't work, it was time to give up and cancel the subscription. Well, I tried to log back into the app to cancel it, but the ONLY way to do so, was to accept their new terms and conditions. Of course, after my experience, or lack there of, I could not agree to their terms. Because of that, I could not even cancel my account. I am wondering if accepted their terms in order to cancel, would it affect my chances of getting a refund? Spotify is still charging me $10/month for a service/subscription to a music app that have have not used/been able to use since January 2015. Spotify has no way to resolve this(or any other) issue, no customer service and they do not operate like a legitimate business.Desired Settlement: I would like them to stop charging my card first and foremost, the next charge is due for Nov [redacted].

If they contacted me and could retrieve my old account and playlists, I would be open to continuing the subscription. But, I would still like to request a refund for the ten months I couldn't use the service.

If they can't contact me or retrieve my old account and playlists, I would like to cancel my subscription immediately and request a refund for the ten months I was charged without access to the subscription service.

Business

Response:

Hello, We'll reach out to the customer now. Thanks,

Review: I had saved a bunch of music on my spotify system asset home and now I lost all the music.."wedding" playlistDesired Settlement: Please help me recover the music

Business

Response:

Hello, We've reached out to the customer to try and resolve this. Thanks,

Review: For the past 5 months, Spotify has charged my credit card for Premium subscription services. I am not receiving such services under my registered profile, nor any other identity I know of. I waited patiently for the premium subscription benefit to be delivered, but it never appeared. I reviewed and followed all guidance available on the pubic web pages and support forums. I opened a support complaint, provided the necessary information which was asked for (including some personal information, including my date of birth) but to no avail. Repeated attempts to either secure the services advertised, charged and paid for (to my credit card), or to stop the billing to said card resulted in no positive action on behalf of Spotify. Multiple attempts communicating with various agents were made (at least four occasions before today) via the ONLY METHOD to communicate - a SalesForce Customer Relationship Management application portal which only communicates via e-mail. I've even included copies of my charge card statements to them at their request (PII data), yet they say they are unable to find the account which is billing me. I provided all evidence of my account- including the only billing receipt for two days of service. I have now opened disputed charges with my bank, who will also block all further fraudulent charges. However, this does not refund to me any monies collected by Spotify, nor correct the subscription problem. Furthermore today- as this has gone too far, I find NO DIRECTIONS ON HOW TO CLOSE MY PROFILE/REMOVE MY PERSONAL INFORMATION from their sites.Desired Settlement: 1. Refund monies paid.

2. Acknowledgement that their process and procedures to track, correct or reverse financial charges tied to subscribers are inadequate.

3. Change said processes mentioned in #2 above

4. Add a method for ANY subscriber, having ANY profile information entered into Spotify systems to both terminate subscriptions (paid or unpaid) as well as remove their history, personal information and financial data ON DEMAND AND AT WILL- without having to invest and sacrifice time, effort and financial resources by contacting their customer support staff who may or may not resolve the matter.

5. Contact me as a human being, with a physical address and phone number (which has been provided) and NOT to attempt to remedy, or satisfy an e-mail address or 'profile'. The e-mail address is not the person suffering financial and other hardships due to the inadequate procedures or fraudulent transactions conducted by Spotify.

6. Other settlements as necessary to resolve this matter including costs and fees incurred by me.

Business

Response:

Hi,

We have been in contact with [redacted] regarding the payments. Although we can see [redacted] has been paying for a Premium subscription, this payment isn't coming from his Spotify account and with the details provided we can't locate the account [redacted] has been paying for. We have asked [redacted] for certain information we use to locate payments, but this hasn't been provided.

We would be more than happy to compensate [redacted] once the account is found.

I will contact [redacted] separately and look for a quick resolution to this.

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:

In the business's response communication to me, they again asked for the bank information which I've repeatedly told them my bank would NOT release to me. They also asked for my phone number, best time to call and time zone as they would call from the UK. Again- all of this information was provided in various responses sent to them directly via their CRM tool, and the phone number is included in this Revdex.com complaint. Another delay on their part. I replied to the agent's message yesterday and received a phone call today. After outlining again my concerns regarding data/ID theft and fraudulent charges, I did begrudgingly disclose my entire credit card number to the agent, who identified the account using my credit card as NOT ONLY A USERNAME I DON'T KNOW BUT ONE WHICH IS CLEARLY A HACKER MONIKER! I pointed out to the agent that this is definitely NOT an innocent billing error, and that they most likely have another data breach, and that I've been a victim of crime. All he offered to do is to apply a 5-month credit for premium service to the account I had yesterday attempted to remove/delete and which I had already asked to be closed. This is unacceptable as it only addresses one aspect of my complaint and only one offer of remedy- one which is absolutely of no value since I can never do business with Spotify again and have already asked to close the account. Next steps is to report this fraudulent activity and breach to the FTC, and other authorities for investigation.]

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

Sincerely,

Consumer

Response:

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

I have received final investigation results and credits from my bank following the dispute of these charges.

No final written report received from Spotify regarding the investigation requested to determine the cause of the company's loss of control over my credit card data.

No assurances received that the loss of control over my financial / billing information was NOT related to the earlier data breach, or limited to only my information.

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

Sincerely,

Business

Response:

Hi,

We're in contact with [redacted] regarding this matter and working towards a resolution.

Thanks,

Review: unauthorized fraudulent charges to my credit card. deceptive and misleading business practice.Desired Settlement: shut down this "business"

Business

Response:

Hi there,

We will contact the customer straight away and get this sorted.

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:

[Your Answer Here]

This issue will not be resolved until this "company" does the following immediately:

delete, purge, remove, close and destroy any and all accounts and files with personal information,

billing information, credit card, service, subscription and account information.

I am disputing the fraudulent charges charged in the amounts of $10.74

that posted to a credit card account on 4/**/14. As well as a transaction on 3/*/14.

I did not make, nor authorize these charges.

I request that you remove the fraudulent charges and any related charges from the account.

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

Business

Response:

Hi,

[redacted] continues to be uncooperative. We can’t locate the payment using the email address provided by [redacted] as their isn’t any Spotify accounts linked to this email address.

If [redacted] can’t provide the username or email address linked to the Spotify account in question, then the only way we can locate the account is through the payments details.

Once we’ve located the account we would be happy to cancel this subscription and refund any payments if we find these weren’t unauthorised by [redacted].

Unfortunately [redacted] has refused to provide payment details on 7 separate occasions, so in this case we can’t help any further.

We have contacted [redacted] again and made a suggestion on how this can be resolved through their bank.

I hope [redacted] finds this a suitable solution and we can see this case as resolved.

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:

[Your Answer Here]

Unsatisfied with all the excuses and way this company conducts business.

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

Sincerely,

Review: My ** year old computer illiterate mother was charged $9.99 by Spotify on 4/*/2015 and again on 4/*/2015. I tried calling the number ###-###-#### listed on the credit card bill and the line is a “dead line”; no ring or anything. I went to the Spotify.com web site and looked for contact information; NOTHING! They do have a web email FORM that requires a user name and password, but my mother has neither since she has never been on this music distribution web site and doesn’t even own a computer. I looked up the company on the Revdex.com website and found another that the phone number listed does not belong to Spotify. I contacted my mother's credit card company and they canceled the card so Spotify could no longer charge her. Also, the charge has been reported as FRAUD. Spotify has multiple Revdex.com complaints, and I have just added another to it.Desired Settlement: Refund of the two credit card payments of $9.99 each for a total of $19.98.

Business

Response:

Hey, We will get back to the customer as soon as posible. Thanks,

Review: I do not have a subscription to this service and have not used the service. I have not given anyone permission to charge my credit card for a subscription to Spotify. I have been charged $9.99 a month for this entire year and have had to file disputes on 2 occasions with my bank to reverse charges; which they did. When I go to the Spotify website there is no phone number or place for me to contact them to file a complaint or to close the account. The only option is to change my account from "premium" to "free". To be clear, I don't want to have an account with them. When I have attempted to fill out their "contact form" they force me to choose premade options. When I choose "other" and type in my problem and attempt to send I receive an error message. Their website also does not allow me to change my payment options so I am unable to even attempt to stop charges on my credit card.

How is this legal?Desired Settlement: I want my account with Spotify permanently closed and no further charges made to my credit card or bank account.

Business

Response:

Hello, We've responded to the customer already. 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,