Western Lock & Key

Revdex.com:
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:Due to the fact that TuneCore cannot even manage music that was supposed to be removed years ago I cannot trust them to handle any royalty or personal information.Once you become a customer they no longer care about you as long and your credit card isn't declined.Here is a link to content that was supposed to be removed over a year ago that I just now found:[redacted]The above link was on the first page of google results for my name - "[redacted]". The response provided by TuneCore has once again been simple lip service. Why even have a customer service department - just forward all inquiries to an FAQ page andsave some money.This is my last resort prior to legal action.If TuneCore wants to advertise my fastidious musical name to promote their unethical business they can pay me for it - starting with a complete refund for any/all "services"and a written statement declaring they have no rights to any of my music or the publishing therein. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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]
 If the sales month concluded on the [redacted] of the month, rather than the [redacted], then that is one thing. It should be stated on Tunecore somewhere what itunes version of a month is considered. My sales have not decreased at all. However, when I looked at my own record for the trending report ( ranging from November * -November [redacted] ), it shows I had 568 songs sold on itunes for those days. Thats where I get that number from, which is 100% accurate.  I took a screen capture of it with my phone for verification purposes.  If itunes calculates their billing month ending on the [redacted] of the month, (which I am just now aware of), then that is different and I will have to check that out to verify it. 
 My problem is that every other month, my trending reports from the [redacted] - [redacted] of the month have been equal to or near close to the actual amount I was paid for. So I was wondering why this time it didn't match up. I am concerned about the actual amount of itunes sales I am getting from Tunecore because one day I will have 5 sales and the next day I will have 40-60 sales. Its all over the place.  I want to be sure as a paying customer I am getting exactly what is owed to me. Considering this is a third party distributor, I have to take their word for it that these are my actual sales. I have emailed tunecore and told them to call me (As per the voice recording on the phone number states), and they keep responding with " we are too busy to call due to the holidays, please email us your concern". I do not want to email. It would be easier and faster resolved on the phone. I will see if those last 4 days of sales for November shows up the next payment I get. I also would like to know how I get a hold of itunes directly so I can confirm my sales I have been paid for through Tunecore. I will close this matter once I get my sales report this next time.  Thank you
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom it may concernThe link we provided in this customer's account is accurate.   However, there are 2 links; one is for [redacted] and the other is for the iTunes download store.  We label these very clearly in TuneCore accounts.  Unfortunately if a customer does not have...

iTunes or [redacted] downloaded on their computer the links will prompt them to download the App.  This is an [redacted] feature and is something TuneCore has no control over.  Again, the links are 100% accurate and working properly ([redacted]). A screenshot is also attached showing the link clearly labeled in the account.We did receive an e-mail from this customer on December [redacted] and unfortunately we were unable to respond to them in our advertised time-frame of 1 business day and then when the customer followed up so unfortunately that pushed the e-mail farther down in our inbox. He is receiving responses to all of his e-mails today.  I am truly sorry we were not able to answer their e-mail within 1 business day.In terms of providing a link, we give customers their iTunes link as soon as we can so they can make sure all promotional material is ready to go once it's available. As stated, iTunes does have an internal review process and this release is now live and available well within the time-frame stated on our site (It was created on December [redacted]): [redacted]I apologize if the communication around the links is misleading and I will certainly bring that to our tech and product team to investigate and fix as soon as possible. SincerelySean D[redacted]Manager of OperationsTuneCore

Revdex.com:
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]
Yes I made payment of additional stores with the balance in
my account; they say I made only dollars from all the songs I have published
in the internet which is a liePlease ask [redacted] to track those
songs I said that I have not received a
cent from tunecore because I have not withdrawn any money from that I account
from the very first day I created to datePlease just ask [redacted] to track
those song then you will see that they are all working together to make sure that
I don't get a cent from my songsThanks for your time and effortGod bless
you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
[redacted]

To Whom It May Concern,
[redacted] had her account blocked on December [redacted] 2016 after we received multiple notices from our store partners that the releases on the account were involved in activities that violated their terms and conditions. By agreeing to the TuneCore Terms and Conditions...

([redacted]), our customers agree that TuneCore may terminate their account and block their ability to withdraw funds therefrom, in the event that TuneCore, in its sole discretion, suspects that an account has been subjected to and/or involved in infringing the intellectual property rights of third parties and/or engaging in otherwise fraudulent activity. When [redacted]' account was blocked on December [redacted], all of her releases should have been removed as well but one was missed. We do not have a record of previous communication attempts from the customer about this error prior to today but definitely want to help rectify this issue. I have now taken the release down so that it will not renew in the future and refunded the renewal fee that took place. I have also double checked to make sure no other content is live in the account so this will not happen again.    SincerelySean D[redacted]Manager, Operations

Revdex.com:
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]

Revdex.com:
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]

To Whom It May Concern:All money we’ve received so far from November 2016 sales has been reported to this customer’s account.Please note, however, that all stores report sales to TuneCore on a two-month delay.  So far the only stores that have reported to TuneCore for November sales are iTunes...

and Neurotic Media.  Amazon, Spotify, and all other stores have not sent us their November sales information yet.  Also, keep in mind that because of the recent holidays a lot of stores may be late in reporting their sales to us but again, they have all month to send us the information and money.Regarding Trend Reports, these should never be considered “official” sales.  These reports are meant to give artists an idea on how their music is doing in stores, or “trending”.  All official sales information, along with money from sales, is reported on the two-month delay mentioned above.  It is rare that trending information will match the exact sales reports for stores.  This is explained both in the customer's account when viewing their Trend Reports and also on our FAQ page explaining Trend Reports:What is a Daily Trend Report: [redacted]How is a daily trend report different from a monthly sales report: [redacted]Another thing to consider for a discrepancy in Trend Reports vs official sales reports is that stores (iTunes especially) does not always report their sales by the exact calendar month.  For example, iTunes “November” sales covered October [redacted] through November [redacted].  I see that this customer had a good amount of trending data the last few days of November so any sales that took place 11/**-11/** will have rolled over into iTunes’ “December” sales information which will be reported in February.This customer references "three hundred extra dollars” but there are no dollar amounts listed in trending information so I’m not sure where this figure is coming from.  Also, we offer trend reports for iTunes, Amazon, and Spotify only and again only iTunes has reported November sales information so this customer will receive more money later this month once Spotify, Amazon, and other stores send us November’s sales information.We have a small customer care team and find that emails are the best way to contact us and we usually respond within 1 business day.  I’ve checked and we have responded to all emails this customer has sent us.  We do not advertise a phone number on our site because we wouldn’t be able to handle the large amount of phone calls we’d receive.TuneCore has been in business for over 10 years and our entire business model is based on not taking a percentage of sales.  Sometimes customers get confused by this because the stores themselves take a percentage of revenue from sales but TuneCore does not.  For example, iTunes takes a percentage of all sales in their stores but exactly what they send us is then 100% sent to the customer.  Again, TuneCore does not take any percentage of music distribution sales.Also, TuneCore is a privately owned company and our contracts with stores are confidential.  We are not able to give customers access to these contracts or information within them.SincerelySean D[redacted]Manager, Operations

To Whom It May ConcernWe were able to speak with this customer on the phone today around 1:30PM ET and get them access to their account again so they should be all set.SincerelySean D[redacted]Manager of OperationsTuneCore

To Whom It May Concern:We received a DMCA Takedown notice for this customer's release on June **, 2017.  We then followed our copyright policy which can be found here: [redacted] and is based around the US copyright law.  The customer was informed...

of the process and submitted a counter notice on June [redacted], and we forwarded the counter to the claimant. We emailed with the customer on July [redacted] and [redacted] in order to help him complete the DMCA process and receive his funds.  Since there was no response from the claimant within 10 days of our customer's counter notice, the hold on his account was lifted and his latest withdrawal request from July **, 2017 was approved on July **, 2017.SincerelySean D[redacted]Manager of Operations

To Whom It May ConcernFirst off, I'm sorry to hear about your negative experience with TuneCore.  You also mention having a negative experience with [redacted], [redacted], and [redacted] and although our Publishing Administration service works with [redacted] to help collect money on your behalf all of...

those companies are completely separate from TuneCore so unfortunately we won't be able to help with any issues you've had with them.With regards to signing up for [redacted], there is no fee for registering with [redacted] as a writer, so I am not sure if he means that he registered with [redacted] as a publisher instead where there would be a fee associated with this sort of sign up.  If that was the case, he would need to contact/deal with [redacted] directly to rectify this.  [redacted] did do the correct thing in not terminating the agreement with the client because since TuneCore is his administrator of record, only we can end the agreement so long as his anniversary date of 11/**/2015 has elapsed.  The [redacted] and TuneCore Publishing connection is necessary so we can collect worldwide on behalf of our clients.  Adding TuneCore Publishing Administration as his administrator allows us to be the payee on record for his publishing share which essentially is granting us exclusive rights that is required from the global rights societies to collect on his behalf.Regarding this customer's Publishing royalties, his earnings are accurate considering that we received work registration numbers from all applicable sources that we register his compositions with – [redacted] being one of them.  In reviewing his distribution earnings, 70% of his sales came from within the US.  This means that he was receiving the majority of the mechanicals automatically through his distribution sales and there would not be much residual publishing royalties.The client did write to our Publishing Administration in November 2014 asking us to terminate the agreement immediately and we explained to him that per the terms (http://www.tunecore.com/index/terms#publishing_administration_terms) we are unable to until his anniversary date and we even sent him a screen shot of the terms and conditions that states as such (also attached to this response).  Even though we were following what's stated in our Terms & Conditions and his termination date is 4 months away we are issuing an immediate termination for him.  The client will receive a letter confirming this within 1-2 business days.  We will also inform [redacted] that we are no longer the administrator of record.In terms of adding additional stores to a release, this is completely optional.  As a company we're always looking to add more stores to our Distribution service and again it's up to the customer if they want to take advantage of these new stores or not (and there is a fee if they do wish to add more stores AFTER their initial distribution).Regarding TuneCore's Distribution prices we are a subscription service so you pay yearly for distirbution and this is clearly explained on our pricing page here: http://www.tunecore.com/index/pricing  Again, we have no affiliation with [redacted] and the pricing models they offer.Yes, if a renewal is not paid the content is removed from all stores.  However, all stores report sales on a 2-month delay so it is possible for a customer to recevie money from sales up to 2 months after content is removed from stores (or possibly longer is a store is delayed in reporting.  On April [redacted] this customer contacted our Support Department stating they could still see one of their releases in some stores.  We responded the same day (Incident [redacted]) asking the customer to let us know where they're still seeing content available for sale but they never responded.  If the customer lets us know where they're still seeing their music available for sale we will absolutely look into the issue and get it removed ASAP.  But regardless, and sales made from the music being available will still be placed in the customers account and TuneCore never takes a percentage of music sales.As previously mentioned, [redacted] is a separate company from TuneCore so we cannot speak on any issues this customer had with them.At this point we have responded to all open incidents the customer has had with us.  We are making an exception and terminating his Publishing agreement with us 4 months early and all of his content has been removed from our Distribution service.SincerelySean D[redacted]Manager of Operations

Revdex.com:
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]

Revdex.com:
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:

 
 Thank you. I look forward to hearing from you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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]
Let me start by thanking the Revdex.com for helping me in this
matter, I am gratefulI really want tunecore to terminate whatever contract
they are talking about and separate those accountTunecore has been collecting
money for the songs that I published in the internet for 2/years now and they
keep telling me that my song did not make any income, how do I know that they
are not lyingI mentioned [redacted] because they refuse to track the sale,
streaming and airplay of my song on purpose and they are the only company in
America that can prove that my music made incomeI want tunecore to separate
those accounts and the Revdex.com to force [redacted] to track all the songs
that I have released in the internet From to date to see how much my music
has really madeOnce again Revdex.com thank you and may the good lord bless you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
[redacted]

To Whom It May Concern:Correct, the “November” sales for iTunes covers October [redacted] through November [redacted].  I will let my supervisors know that it would be helpful to include these dates in customers’ downloadable sales reports.  yes, your numbers are for the calendar month of November but not for what iTunes is reporting for unfortunately.  It seems this is the only confusion/discrepancy.  In the future, feel free to ask what the dates are that iTunes is reporting for once the sales have posted and we’ll be happy to let you know.The dates for reporting fluctuate every month for iTunes so I’m sure some months it does represent the calendar month but not always.I’m sorry your concerned about your sales but I can assure you everything in your account is accurate.  We’ve been in business for over 10 years now and are one of the most recommended partners by iTunes, Spotify, and other digital music stores.Unfortunately due to our contracts with stores we can never give out any contact information.Sincerely,Sean D[redacted]Manager, Operations

Revdex.com:
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 am well aware of how Tunecore works as far as being months behind in payments for songs on some stores.  My main issue is with itunes specifically. I am usually paid at the end of the month for the previous month. When I received November's Sales report last Friday, it showed that I sold 341 songs on itunes for November...which equals 235.27 total I received in payment (.70 cents per song). HOWEVER, My trending report data shows that in November, I sold a total of 568 songs on itunes, which should equal (397.60) in sales. I know the trending report is not a definite amount and cannot be relied on, but  the difference in amounts is very off this time. 341 songs vs the 568 it shows on TR. Trending reports may be off by a song or two but definitely not by 227 songs. Also, for the last year that I have been selling songs, November was one of the highest for sales for itunes, yet for some reason It was the lowest payment I have received for itunes sales in a single month which doesn't add up.  My trending reports vs sales reports have been pretty much dead on each month I have been a member until now. This time its a big gap. I was expecting an approximate of $397 for the sales paid to me,, not 235. So I was extremely shocked to see that amount. As I said earlier, Trending report data I have received in previous months were pretty much on point with the sales report.  Just wondering why this month was different. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern[redacted] created his TuneCore account in September of 2016.  Since the account's creation he has spent $236.96 on different TuneCore products and services including the following:- Distribution of 1 album- Distribution of 1 single- 1-month of Dropkloud- One-time fee to...

join our YouTube Sound Recording Collection service- 2 Store Automators for his 2 releases (one-time fee)- 5 TuneCore Fan Reviews Starter packages (one-time fees)- One-time fee to sign up for our Publishing Administration service- 1-month of TuneCore Social ProThe above products were all successfully delivered to [redacted] over the course of the past 12 months.  His album and single are both still available in stores and available for streaming and download (iTunes links: [redacted] & [redacted]).  He received the 1 month of Dropkloud access, He successfully signed up for our YouTube Sound Recording Collection service and he is currently monetizing tracks through this service (screenshot attached).  Both store automators he purchased are connected to his releases and as a result any stores TuneCore has launched in the past year were automatically added to his content for no additional cost.  All 5 Fan Reviews that were purchased were delivered and are available in his account to view and download (screenshot attached).  [redacted] has also successfully signed up for our Publishing Administration services and submitted his split information for all of his tracks (screenshot attached).  As stated on our FAQ page for our Publishing service ([redacted]), "after successfully registering your compositions, it can take up to 6 months for us to begin to receive publishing royalties that you may be owed domestically. For foreign sources, it can take upwards to 18 months."  Lastly, his TuneCore Social account was updated to Pro upon his purchase and additional functionality become available to him.Furthermore, we have in fact collected revenue on [redacted]'s behalf for the streaming of his music in various stores.  This is all accessible and can be viewed directly in his TuneCore account.At this time, TuneCore has provided services for every product [redacted] has paid for and therefore unable to offer a refund.At any point [redacted] can request to cancel his TuneCore account and remove his music from stores by contacting our Customer Care team here: [redacted]Lastly, according to the Terms & Conditions that [redacted] agreed to, all sales are final in TuneCore: [redacted]Sincerely,Sean D[redacted]Manager, OperationsTuneCore

To Whom It May ConcernThis customer's accusation that "this company has been collecting the money made from the all the songs that I have published in the internet from 2011 to date and they have not giving me a cent from it" is false.  This customer has received all the money from the sales of his music and Publishing royalties directly in their TuneCore account.  They have even used the money they've earned to pay for additional stores (7 total) and the distirbution of another single release.  Here are the Invoice numbers associated with this account that were all paid for with the Balance they had from music sales: [redacted], and [redacted] This customer has had lifetime sales of over $25 USD and again they used the majority of this money to pay for additinoal stores for their content and even the distirbution of a single.  They still have a positive balance in their account and are able to log in and withdraw the remaining amount whenever they wish.  The sales include Album, Track sales, Streaming, and Publishing revenue as well.  All of the information about their sales can be found directly in their TuneCore account under the "Money & Reports" tab (screenshot attached).As mentioned in our first response to this customer, our finance department has investigated this account and all releases registered to it and there are no additional sales associated with their UPCs or ISRCs.  We have gone as far as possible by checking detailed error reports to see if by chance there was possibly a rare reporting error for their music sales, but no error has occurred.If this customer has receipts for sales that have not been accounted for, please bring them to our attention so we can show proof of the sales to the store in which the purchase was made.  Without any receipts or proofs of purchase there is nothing more we can do.Sincerely,Sean D[redacted]Manager of Operations

Revdex.com:
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 issue is not just that Australia's PRO ([redacted]) believes that I have a sub publishing agreement with Tunecore. It is unclear HOW MANY FOREIGN PROs are working under this incorrect assumption. For example, I have been paid writer's share royalties from France's PRO SACEM, but NOT publisher's share royalties. This is the same thing that happened with [redacted] (Ireland), and several other foreign PROs. Where is this money? Tunecore will not tell me whether or not they have been mistakenly paid money from OTHER foreign PROs that was intended for me.   
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]