Charged double for 7 months and no reply from Spotify!?

[Lauraberlin]

Hey all,

has it happened to anyone that they've been charged double by Spotify and couldn't get the money back? I gave them bank info in the UK and in Germany and just realised they've been charging me for Premium on both bank accounts. I only have one Spotify account. Sent them a message but no reply at all. Can anyone help me figure out how I can get my money back? Any help appreciated many thanks! Laura

[Peter__]

When you got in touch you should have got an email reply with a case number (#) in it. Can you let us know the case number you got when you got in touch?

[Joe]

Hi. This usually happens if you inadvertantly created a second account but the payment team can get this sorted for you. If you used the contact form, you should have received at least an automated reply almost immediately. Maybe double-check that your correct email address is shown in your account profile then send another contact form and keep an eye on your spam folders.

If you get an automated response directing you back to the community or to the help pages, make sure to reply to it directly to speed things along.

[Lauraberlin]

# 01167627

[Lauraberlin]

Thanks - I've checked the email addresses tied to my account, and it's just one. So I guess, there is only one account? Seeing as a member of spotify replied above, I hope this will be sorted out soon! Thank you again.

[Joe]

Escalating this for you. You should hear something shortly.

[Lauraberlin]

Thanks! Do they normally get in touch via email? I'm not on this community page much, so could I let Spotify know to contact me via email or do they do this anyway? Thanks & best

[Joe]

Normally they reply to your registered email address, yes.

[Richard]

Hey there!

I looked up case #01167627 in the system. We last replied on 10/1 and we're still waiting to hear back from you.

Have you been in touch again since?

[Lauraberlin]

Hi! I have received an email that said 'We just wanted to let you know that we're looking into your query and we will get back to you as soon as possible.'

Nothing arrived in my mailbox since. But my account has again been double charged this month, on both the German and the UK account. Could you please actually look into the case and send me an email with a solution? Thank you so much. Laura

[Jamie]

Hi Laura,

I've had a look into this again for you and I can see that the initial reply was sent to the email address that you contacted us on, rather than the one you requested we reply to. Sorry about this, I have now resent the email to the right email address and it should be with you shortly.