Spotify

Review: Hello,

I am writing because Spotify has no reasonable way to rectify a subscription dispute. I tried to contact them via the menu on their website. They do not have a phone number for support. The provide an email option, so I sent an email. The email option generated an automated message sent to my email telling me to post my question on a public forum. I do not want to share any private information such as my debit card number, address, personally identifiable information etc. I don't see how this can be easily settled by me, and it leads me to believe that this is a predatory practice. I am writing the Revdex.com to complain about the obvious lack of customer support that should was and should be expected.Desired Settlement: Cancellation of charges

Business

Response:

Hey, We've identified the issue and a resolution; we'll contact the user directly. Thank you,

Review: My bank account was overdrafted $10.71 without my authorization. I went through the proper channels of contacting their customer service via email as they don't have a number to call. I opened up two cases ( [redacted]) and ([redacted]), I got a response from the first case number offering to cancel my account and issue my refund but it was contingent on me agreeing to accept an offer from them should I decided to return to their Premium service. The second case that was opened the response was they need to know why I wanted to cancel, the last 4 of my card number and my birth date. Each time I answered and response promptly but recieved no replies.Desired Settlement: I want my $10.71 refunded back to my debit card account.

Business

Response:

Hi There,I'm sorry to see there has been an issue with payments.I will be contacting the customer directly to get this sorted.Kind regards,[redacted]Spotify Customer Support

Review: This company is charging my account for a product that I never ordered and it has been for the last couple of months. And this is not the first time that they have done this. They done it sometime last year. Now you have no way of contacting the company.Desired Settlement: Refund to my credit card and never charge my account again.

Business

Response:

Hi There,

I have taken action and emailed the customer directly.

This should be resolved shortly.

Kind regards,

Review: Spotify has processed unauthorized charges onto my credit. My credit card that has been charged is absolutely not associated to my Spotify subscription account and even Spotify has double checked that both my subscription accounts are enrolled with another credit card. After dealing with the company for three weeks, Spotify claims they have no record of the credit card they charged me on even though my credit card statement clearly shows charges from Spotify. I researched online and discovered that many more users have experienced the exact same thing as I have; numerous consumers have complaint on Spotify's support forum that they have received unauthorized charges onto their card and received no compensation or resolution from Spotify even after raising it to the company. This online music provider is obviously engaged in some illegal activity and benefiting financially from these unauthorized charges.Desired Settlement: I would like my credit card to be refunded for the unauthorized charges.

Business

Response:

Hi there,

I would like to assure you that Spotify does not operate outside of the law and we do our best to find any unauthorized charges and refund those individuals.

Some cases can be fraud and we do take this very seriously. I certainly hope this isn't the case here as that can be a very daunting prospect.

I have had a look for your case via our internal systems, however I have not been able to find anything with the information you have provided here.

Could you please send me the case number for the correspoindence you have had with our CS department.

Thank you

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 only see this "[redacted]" on the email correspondence with your CS department, I'm not sure if this is the support reference you are looking for in your internal system.

A [redacted], is scheduled to call me today in order to double confirm the credit card number I've been charged to.

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

Business

Response:

Hey,

We'll take a look at this and do our best with the customer to come to a resolution.

Thanks,

Review: Spotify has charged my bank account for $4.99 for a service that I did not signed for or even use. I want my $4.99 refunded back to my account. I called the number associated with this and all it does is ring or busy signal. There was no customer service rep to talk to.Desired Settlement: I desire that $4.99 be refunded back to my account as soon as possible.

Business

Response:

Hey,We have contacted the customer in an effort to obtain more information so that we can find the account that is charging the user.Awaiting customers reply.Thanks,

Review: We purchase a gift card for our son. He is eligible for a student discount. However, we cannot use the gift card with the student discount. A gift card should simply be the same a using cash. I understand that the small print states that the gift card is for services but then why is there no indication on the face of the card other than the value of the card. This is false advertising!Desired Settlement: We would like the full value of the gift card applied to his account and charged at the student rate.

Business

Response:

Hello, We've responded to the user.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 does not give a customer service number with which a customer can call. I cannot get a hold of this company to get a refund because I did not use their product and I have no intention of using their product. As soon as I saw the charge, which was never in pending status in my account, I tried to get a hold of the company to cancel this transaction, and I immediately cancelled the service on their website so my account won't be charged again. I searched their website, as well as their "help" website, and I could not find anything on how to get my money back. I was never notified beforehand, like I have set up with all my other online charges, via email or text that my account was about to be charged. I cannot find an email option on their website in my account area to be notified by email or text that my payment account is going to be charged. They do not have anything for the consumer as such. The number listed in my payment account by the charge of $9.99 U.S. currency is [redacted], in which I get a busy signal in every attempt of calling. One time I my call went through, but I found it to be Spotify's sweepstakes number for people to call in order to win whatever Spotify's radio is advertising as a prize.Desired Settlement: I would like to be refunded the amount of $9.99 U.S. dollars.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The business has reached out to me via my personal email, and I have received an answer that my money will be refunded. Thank you.

Sincerely,

Review: For several months I was a subscriber to the premium service spotify offers. When my wife and I changed our bank, the charge obviously did not go thru. I was advised by customer support to create another account and they would merge my Playlist information from one account to the other.

This did not happen. They charged me but kept my old account active and said I would receive 3 months free service.

Long story short, after all this back and forth I have requested several times to terminate my account yet I am still being charged on a monthly basis yet I have no access to the service and they tell me they can't figure out what account in their system has been linked to my card.

I would love some resolution.

Thank you.Desired Settlement: Basic reimbursement and resolution.

Business

Response:

Hello,We had contacted the customer to arrange a telephone call on the [redacted] January, and only received a response shortly after your email. I have just phoned the customer to obtain some details that would allow me to track down an account that they were being charged for. We need to do some final checks by our payments team, and then we should be able to reach a resolution with the customer. Please feel free to contact us if you have any further questions.

Review: On May [redacted], I purchased a month subscription to have Premium services from Spotify. However, after a successful transaction that charged my bank account, my Spotify account failed to upgrade. I e-mailed the Spotify customer service team, which is supposed to respond within 48 hours, as displayed on the website. After some e-mail exchanges and a few days of back and forth discussion, I thought that the issue was resolved and that I was even credited a month of free premium service for the inconvenience.

My account went through the same issue right afterwards receiving the credit, taking away my premium service. I sent e-mails to Spotify on May [redacted] with a screenshot, waiting on some sort of customer support. I then e-mailed Spotify again on May [redacted] indicating that I want to completely cancel my account due to the lack of satisfactory customer service and consistent hassle. I then e-mailed Spotify again on June [redacted],asking again to have my account canceled due to the negative experience. I also indicated that I will need this done by June [redacted] before evening before I escalate this situation to other agencies. It has been 6 days, multiple contact attempts, and lack of support. I am very dissatisfied with the lack of engagement, approachability, and overall minimal focus on maintaining high customer satisfaction.Desired Settlement: The business should not ignore its customers that are experiencing issues with the product. In particular, customers that agree to pay for services should not be treated without any concern. In 2015, it does not take a business over 6 days to respond to an e-mail, after experiencing issues for nearly two weeks. The company should admit its faults, apologize, and create procedures to avoid this sort of customer experience from occurring in the future.

Business

Response:

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

Consumer

Response:

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

The issues have not been resolved nor has the company admitted fault even though its been acknowledged in earlier e-mail from Customer Service Executive Team Member. Looking for more than a brief response from the company.

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

Sincerely,

Business

Response:

Hey,Thanks, we'll attempt to contact the customer and try to resolveRegards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me and the matter has been resolved. The company omitted to admit any fault or issue an apology for the poor customer service.

Sincerely,

Review: I downloaded Spotify premium, and I wanted to cancel my subscription to premium. However, there is no place to do that on their website. Under the "help" section it gives you instructions, but those instructions are incorrect. There is also no phone number anywhere given to ask someone to help. No customer service whatsoever. I just want to stop being chargedDesired Settlement: I want someone to tell me how to cancel my subscription, or just to stop charging me for it.

Business

Response:

Hey,Will get in touch with customer and resolve issue.Thanks!

Review: I cancelled my subscription in May 2015 via email. I received an email from Spotify telling me that there would be no more charges to my debit card. There were no charges in May, but they charged my debit card in June in the amount of $10.79. I've tried to call, but the only way to contact these people is through emails. I sent one on June [redacted] 2015. The response I got was not about my refund, but about giving me the run around at their help page online. All I want is for Spotify stop taking money out of my account, they've already caused my account to be overdrawn and now I have to pay additional bank fees.Desired Settlement: Cancel subscription and refund money to my card.

Business

Response:

Hey,We will contact the customer and investigate!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 heard from them via email or telephone as of yet.

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

Sincerely,

Business

Response:

Hey there, We'll get back to the customer as soon as possible. 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 no way to get in touch with them. None what so ever. No number to call. No email. No direct web form. Nothing. Their program took a dive and nearly bricked my phone and pc with a memory leak. I tried to reach out to spotify as stated they have 0 way to contact them. Just an automated billing system. 0 customer support. If something were to happen there is no way to get a hold of them.

I will be filling with the [redacted] as well. This is insane. Literally 0 avenues of customer support? To make it all a bigger joke I tried to file a bug report on the issue. Takes you to a totally unrelated "help" article.Desired Settlement: I'd like spotify to grow up and do a bare minimum of customer service and tech support for their product. It's plain insulting when my devices are dieing due to their program I can not go to them for help.

Business

Response:

Hey there,Will get back to the customer, provide him with a link to our email contact form and attempt 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: This online music provider claims to provide a service that is free for 30 days. My 14 year old signed up for the free trial and her bank account was debited for $135.46 after her being a member for about 3 days.Desired Settlement: I would like them to refund my daughter the full amount that they took from her account.

Business

Response:

Hey, We'll respond to the customer right away. Thank you,

Review: I cannot contact them in any form to cancel my subscriptionDesired Settlement: I'd like to cancel my subscription & have them no longer charge my credit card.

Business

Response:

Hey!We're sorry to see that the customer was not able to find a way to contact us. We will get in touch with the customer now.Thanks,

Review: Since 2011, Spotify has offered a service called "Unlimited" in the United States; I was a relatively early adapter. The Unlimited program offers basic ad-free service on home computers and ad-supported mobile use for the price of $5 per month. Since around the same time, they've also offered Premium service, which allows for ad-free listening on mobile devices (with other features) at the rate of $10 per month.

I recently wanted to play music using my mobile device for a time without listening to advertisements, so I switched my account to Premium. I expected to pay the higher rate for a month, then switch back to Unlimited. Upon attempting to switch back to the Unlimited program, I was informed that the Unlimited program was discontinued, and if I wanted to continue using Spotify, I would either have to spend $10 per month or switch back to the Free account, which is supported by advertising (and is really undesirable because of it).

I understand that I can choose to use a different service for listening to music, and it's reasonable that a company would phase out this middle-ground pricing; the thing that bothers me (and the reason I'm filing a complaint with the Revdex.com) is that I was *not warned in any way* that my previous account type could not be restored.

I have repeatedly contacted them to request that they change my account back to the previous format, but customer service representatives have told me they're unable to do that. This seems unreasonable, as I was just using the Unlimited program a few weeks ago, and they have made no public announcement that it's being stopped -- nor have they alerted their dedicated, paying members that this option no longer exists.

I have also requested verification that I signed off on a new end user agreement that indicated that a switch to Premium would permanently remove the option to return to Unlimited. In response, what I received from them was this: "Our terms and conditions state that any changes to the price, your current subscription and any material changes to the Spotify service or agreements will be communicated to you accordingly, at our discretion. As you were on a different tier of service for Spotify, these changes were not considered relevant to your current account status."

This vague, meaningless language leaves basic communications to customers about pricing up to Spotify's "discretion," which, in this case, included removing the option for a service which I had very recently been using, and which still exists, with absolutely no communication to me about it.

So, essentially, my claim is that my subscription type was removed with absolutely no warning to me, even in the user agreement, and I think that violates some basic principles of running a business.

Thank you for your time and consideration.Desired Settlement: Spotify has offered 3 free months of their Premium service to me, which was added to my account automatically by their customer service team. However, this is not satisfactory, as their Unlimited subscriptions definitely still exist, and the money saved with these free months is small compared to the overall long-term increase in pricing.

I simply desire to have my Unlimited subscription re-instated at a rate of $5 per month. If it's really true that this subscription model no longer exists, I expect to see public discourse about it and actual warnings to members that this subscription model is unavailable to everyone. At the very least, I expect to be shown documentation of my agreement to unsubscribe permanently from Unlimited rather than a broad explanation that Spotify will use its own discretion in alerting customers to price changes.

Again, thank you for your time.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Spotify contacted me outside of the Revdex.com format and assured me that the option I was requesting is no longer available.

Sincerely,

Review: On 11/**/15 and 11/**/15 Spotify took out 9.99 on each occasion. This was never authorized, as a matter of fact they also did this on [redacted], **/[redacted] and once in September. When this occurred in October I contacted the Revdex.com and the issue was resolved (see below response from Spotify and complaint number).

This is the second complaint I have filed with the Revdex.com since October because of this company illegally taking money out of my account. See below Spotifys response from my first complaint

This is in reference to complaint ID #[redacted] about Spotify.

I've located your account. I can see that it was created using the email address [redacted], as you mentioned. I've gone ahead and refunded the most recent payment made on your account, the funds from which will arrive in your bank account within the next few days. The subscription on the account's also reverted back to our free service, so you won't be charged again.

We aren't able to refund any more than the one payment, unfortunately. This is due to the fact that more than 14 days have passed since the other payments were made, making them ineligible for a refund on this occasion. You can read more about our refund policy by going

If you need anything else please let me know and we'll be more than happy to help you.

Jon C[redacted]

Spotify Customer Support

We've refunded 3 payments in total. As per our terms and conditions, we're only required to refund 2 payments as all of the others were made past our 14 day cooling period. As we only located the second after we'd refunded the payment on the first account, we refunded two payments on the second account. Hope that makes sense. Regardless, you won't be charged again, and the extra funds will arrive in your bank account within the next few days. If you need anything else please let me know and we'll be more than happy to help you.

Jon C[redacted]

Spotify Customer Support

Also the contact number they listed on the Revdex.com complaint form is a persons private cell phone number, there is no way to get in touch with this business!!!!Desired Settlement: This service was cancelled back in Sept and they still continue to take money from my checking account. I want this money a total of 19.98 credited back to my checking account immediately. This was and has been cancelled and this account has not been used since the end of Sept. 2015.

11/**/2015 [redacted]/** ADY*Spotify [redacted] Pending [redacted] ADY*Spotify [redacted] $9.99

Business

Response:

Hey there, We had an issue with our payment system, and it looks like the subscriptions weren't cancelled properly. We've now sorted this out and will respond to the customer. Thanks,

Review: They have been charging my credit card for the past 5 months for their service which I never signed up for. I had never even heard of Spotify until it showed up on my credit card statement. You call the phone # and you get a recording to visit their website which you need an account and sign on to get in. I don't have this information because I did not sign up. I have disputed the charged on my card and have received credit however, they continue to bill me monthly and I am unable to cancel this card to get it stopped because it is classed as a "recurring" charge and will more than likely follow any new card reissued. I want this stopped NOW for my credit card.Desired Settlement: And stop charging monthly

Business

Response:

Hello,

In order to try and locate these payments, we would require some further information regarding the exact payment. I have contacted the customer directly to acquire this information. This should allow us to track down the payment, and investigate further.

Regards,

Review: Still being charge even if I already canceled before free trail period was over. I cancel early January and on January [redacted] I was automatic withdrawn from my account $9.99. Now every [redacted] or [redacted] of each month they keep pulling $9.99 from my checking account. I called the company and they told me they will stop the withdraws but now we are April and they keep withdrawing the money. they need to stop. I feel is a scam because I found out that there is more people in the internet complaining about the same issue and they told them the same thing that they told me. I called them again and now they can not even find my account but they can sure find my bank account to withdraw the money. I call my Pay Pal account today to stop any future withdraws from Spotify and they did. I would had done that earlier but I trusted Spotify that they wouldn't pull any more money but that was not the case. Because of Spotify I will no longer trust companies that do business over the internet.Desired Settlement: I cancel early January and on January [redacted] I was automatic withdrawn from my account $9.99. Now every [redacted] or [redacted] of each month they keep pulling $9.99 from my checking account. So the total they owe me is $39.96. please I beg for your assistance. I'm on Social Security Disability and I only get $1000 a month and that's the reason I didn't want this Spotify membership. Hope they listen to you because they say they will do something and they don't and then just ignore my cries for help.

Business

Response:

Hi,

I have checked [redacted]'s Spotify account and can see the Premium subscription is still running as this wasn't cancelled correctly.

I can see this was a genuine mistake as the Spotify account hasn't been used so I would be more than happy to refund all payments, going back to January 2014.

I will contact Angie directly to go through the refund process.

I hope you find this a suitable resolution.

Thanks,

Review: In July of 2013 my husband downloaded their free 30 trial app. He forgot to cancel the trial after the 30 days so I was billed for September. I tried calling the number that the bank provided me. When I did all I got was a message saying that the person at that extension was not available and to leave a message. I did requesting a call back. Never got one! I also went to their site on the same day and sent an email, which is the only they offer on their site to contact them. The email I sent was replied back saying that they received my request to cancel and they did it for me. Low and behold the next month I get charged again. Every time it is $9.99. It put me overdrawn on my account, so I have fees for that. I again tried the phone, left message, no call back. The next month I did not get charged. The month after that however, I was charged. I have been getting charged every month despite the phone messages and emails I have sent. I only received that one reply back that I mentioned above. I am very angry at this point. I get overdraft fees on top of paying the 9.99 a month. I want my money returned to me, including the over draft fees. This is WRONG for this HORRIBLE company to do to people. I would like this resolved as soon as possible. This company should be put out of business. I have read SEVERAL complaints on this company.Desired Settlement: To be refunded the last four months charges and my overdraft fees that I can provide proof of.

Business

Response:

Hi there,

Review: Got a free month with Spotify to listen to music with $9.99 a month after. I was not satisfied with it so I canceled back in July. They have not canceled my account. I have canceled every month since then and still they do not cancel it. They take $9.99 out of my bank account every month. I am going to talk to my bank and see if they can stop it. Thing is I saw online where there are a number of complaints about Spotify doing that to other people. Spotify did have a number to call (which has since been taken off their website). When you called you did not talk to a real person but you hear a recording saying if you want to cancel go to the website. Which doesn't do any good.Desired Settlement: I want refund for July thru November and my account with Spotify canceled as I have requested online to them.

Business

Response:

Good Morning,