Billing problem

[Sisyphus]

Hi there, I have had an issue with my billing & subscription.

I contacted Spotify three days ago via the contact form, however three days later it has not been resolved.

Would it be best to raise a dispute with paypal instead?

[David]

Hello.

I see that my colleagues have reviewed your case and responded accordingly.

[Sisyphus]

Clearly he hasn't, as he couldn't get the correct payment date.

[Sisyphus]

Your colleagues email, "We can only offer a refund if it is within the 14 days of payment "

The payment went thru on the 15th of September, and I contacted Spotify 2 hours after getting the notification from PayPal.

Please see my reply to your colleague on September 16, 2012. I have heard nothing since.

[David]

We can only offer a refund within 14 days of payment if the account has not been logged into and used. This is referred to on our Terms and Conditions. We can see from your account that it has been logged into since this payment. 

[Sisyphus]

Right? And I cancelled it, the cancellation didn't go thru for some reason*. How am I supposed to have known that the cancellation had failed until I read an email at 17:22 GMT on the 15th telling me that I had been charged again.

That and once I received the e-mail I didn't use the account, mainly as I had been in bed since 1300.

So two things, can you confirm my account was used and tracks played after 17:22? And how was I supposed to know that it had failed and not log in a play anything from midnight to 1722, to get a refund?

[David]

Hello.

I can see you are logged in now, and have been since 04:38 UTC this morning.

[Sisyphus]

I imagine that my account has been logged in now, as it is constantly open on my work desktop machine and home.

You missed out replying to the operative word in the sentence "played".

"Can you confirm my account was used and tracks played after 17:22?" (from the 15th onwards)

[Sisyphus]

Put it this way, when was the last time I played a track on Spotify?

[David]

Our terms and conditions state that logging into the service would revoke the cooling-off period. You can find them right here. 

[Sisyphus]

Right David, thanks for your help. But considering I am not getting anywhere with you, could you PM the contact details of a line manager or something equivalent.

As this all started from me cancelling and it not going thru, and now I am been charged.

[Sisyphus · Accepted solution]

If anybody else is having issues similar to mine, and find the Mods and your initial contact with Spotify support as dissatisfactory as mine was (take a hint Dave), then contact the payment authority by which you payed - dispute the payment, then raise a new ticket. 

Hi there,

Thanks for getting back to us.

I have taken a look over the case and the previous messages you have sent in and although as previously told we can see no cancelation on the account it would appear from what you have said that you did attempt to cancel the account.

For what reason the cancelation didn't come through I can't say I'm afraid.

So I have refunded the payment that was taken and you will receive the funds back over the next 3-5 working days.

I hope this didn't cause too much inconvenience and if there's anything else we can help with then please get back to us.

Kind regards,

Nab 

Spotify Customer Service

[cruzmaryi]

I am being billed for premium by my status states the I am using Spotify free. I was last billed on 7/22/13 for the amount of $10.97

[Sam]

cruzmaryi - You have 2 accounts here. You have one with the username 'cruzmaryi' and another created through your Facebook.

If you could log out and then back in again, this time use your Facebook details. You should then see your Premium.