topic Re: Cancel Subscription (30 day trial) in Archived content

Duplicate Payment

mark1979smith — Wed, 16 May 2012 08:58:03 GMT

Hi,

I pay for Spotify through Paypal and after changing the paypal account 2 payments have been taken with consecutive invoice id's.

I emailed premium-gbp@spotify.com 3 days ago but have not had a response. I have tried using the contact form, but that also does not work. After not finding any phone numbers I'm getting frustrated!

Hopefully some-one from Spotify will refund one of the duplicate payments after reading this post.

Re: Duplicate Payment

Richard — Wed, 16 May 2012 10:44:56 GMT

Hey Mark, welcome to the Community.

I can see the duplicate payments on your account. The system does take this into account when it happens, so your renewal date has been pushed back an additional month. So you won't have lost out.

But if you'd like the money refunded anyway, just let us know. I'll look up your case and follow it up.

Re: Duplicate Payment

mark1979smith — Wed, 16 May 2012 10:55:41 GMT

Thanks Richard,

Don't worry about refunding the payment if my renewal date has been changed.

Could you report the issue with the contact form?

Mark

Re: Duplicate Payment

Richard — Thu, 17 May 2012 07:54:35 GMT

Oh it looks like one of our agents has responded to your case already and done a refund. Sometimes it just takes a short while to get a response - so that's probably what happened here.

Re: Duplicate Payment

truskat — Thu, 24 May 2012 14:47:08 GMT

hey the same than me, what can i do?

Re: Duplicate Payment

Richard — Thu, 24 May 2012 15:07:58 GMT

@happo wrote:

hey the same than me, what can i do?

As I said above, paying double will just extend your subscription for an extra month. Get in touch through our contact form if you'd rather get the money back.

Re: Duplicate Payment

SophieA — Tue, 10 Jul 2012 12:06:01 GMT

I am hoping someone can help me. I bought £54.60 worth of songs on Saturday 8th July but I have just checked my account and I have been debited this amount 3 times. Please can two of these debits be refunded as soon as possible?

Thanks

Sophie

Re: Duplicate Payment

Sam — Tue, 10 Jul 2012 12:49:05 GMT

Sophie - We can't sort out any payments issue over here, it's best if you contact our payments team. They'll be able to look into it further. Just head to 'About us' above, then 'Contact Form'. They'll get back to you as soon as they can.

Re: Duplicate Payment

SophieA — Tue, 10 Jul 2012 13:27:18 GMT

Hi Sam

I have also filled in a contact form. Do you know how they will 'get back to me'? It's just the email address associated with my facebook account, I no longer use as I have left that job. The reference number for my contact form is 541548. Can they post me a message back on this board? Is there a phone number I can call to speak to someone?

Thanks for your help

Re: Duplicate Payment

Sam — Tue, 10 Jul 2012 13:34:48 GMT

Sophie - It's worth mentioning in your email the email address you'd like to be contacted on, as we can reply to that. If you didn't in the email before, it's worth writing again with that email address in the message.

They won't be able to post any payments info on this forum, as it's quite private info. There isn't a contact number at the moment. However, our payments team are very good and often speedy in their reply.

Re: Duplicate Payment

jdeath — Wed, 11 Jul 2012 16:32:09 GMT

same here, duped payment taken a few seconds apart.

renewal date put back isn't ideal in my circumstnace as cashflow this month is tight!

it now looks like I might not be able to afford my rent and am going away this weekend to Lisbon (hence getting premium to listen to on my travels) so want to avoid awkward correspondence with my landlady as to why I've not paid my rent whilst abroad!

please can someone get back to me asap.

thanks

Jon

Re: Duplicate Payment

Richard — Thu, 12 Jul 2012 07:53:49 GMT

jdeath - I'll chase this up.

Re: Duplicate Payment

Souda — Mon, 24 Sep 2012 14:49:53 GMT

The same problem happened to me, i sent an email explaining it.
is there anything i should do, or it's gonna be taken in charge the next month automatically?

best regards

Re: Duplicate Payment

Richard — Mon, 24 Sep 2012 16:36:13 GMT

@Souda wrote:

The same problem happened to me, i sent an email explaining it.
is there anything i should do, or it's gonna be taken in charge the next month automatically?

best regards

That's right, your next payment will be skipped due to this. So you won't be charged again until november.

Re: Duplicate Payment

kylerose — Tue, 02 Apr 2013 20:32:42 GMT

This has been terribly hard to figure out who to contact about debits i have been receiving from my chase credit card for some account that is not this one. Im worried someone is using spotify account and having it charged to my Chase card as i have not been using it. Please contact me at [snip - email] ASAP so i can figure out why im getting these charges to a Login i do not use.

Thanks! kyle

Re: Duplicate Payment

Peter__ — Tue, 02 Apr 2013 20:33:19 GMT

@kylerose wrote:

This has been terribly hard to figure out who to contact about debits i have been receiving from my chase credit card for some account that is not this one. Im worried someone is using spotify account and having it charged to my Chase card as i have not been using it. Please contact me at [snip - email] ASAP so i can figure out why im getting these charges to a Login i do not use.

Thanks! kyle

Hey! Welcome to the community 🙂

As this is a billing issue, you will need to get in touch with the customer services team directly using the online contact form and they will be able to investigate this using your billing details.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Peter

Re: Duplicate Payment

Sam — Tue, 02 Apr 2013 20:35:58 GMT

kylerose - As Peter said, just contact our payments team through that contact form. Don't worry, we'll get it sorted.

Re: Cancel Subscription (30 day trial)

ChristineRuth — Tue, 30 Apr 2013 13:02:58 GMT

Hi,

I tried to cancel the 30 day free trial but was unable to do so, I also tried to locate an email etc via my IPhone, I only came across this site by accident this morning.

Please could you cancel my subscription as I do not want to use it and in fact did not use it at all.

Thanks

Kind regards

Re: Cancel Subscription (30 day trial)

Peter__ — Tue, 30 Apr 2013 13:05:51 GMT

@ChristineRuth wrote:

Hi,

I tried to cancel the 30 day free trial but was unable to do so, I also tried to locate an email etc via my IPhone, I only came across this site by accident this morning.

Please could you cancel my subscription as I do not want to use it and in fact did not use it at all.

Thanks

Kind regards

Hey! Welcome to the community 🙂

You should be able to cancel your subscription from your online subscription management page.

If you have any issues, or have been billed and would like a refund then you will need to get in touch with the customer services team directly using the online contact form and they will be able to get that sorted out for you.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

Peter

Re: Cancel Subscription (30 day trial)

ChristineRuth — Tue, 30 Apr 2013 15:36:51 GMT

I have tried to use the 'contact form' for Customer Services but it will not allow me to! Any advice please as I need to request a refund as I was unable to cancel the '30 day trial' as explained previously. Thanks