Charged monthly fee on free premium account (3 month trial)

[haydoncj]

Hi Spotify.

I signed up to the 3month premium trial on the 99c offer.

Yet 2 months into the trial you have started charging me the normal premium monthly fee.

How do i go about getting a refund? (and yes i have used that darn contact form numerous time WITHOUT success!).

It seems that this behaviour by spotify is common practice (reading from the comments here https://community.spotify.com/t5/Help-Accounts-and-Subscriptions/How-to-get-a-hold-of-spotify-custom...)..

So please Spotify... can you do the right thing!

PS: I have since discovered Spotify have been charging me monthly and NOT the free 3 month premium trial!.... grrrr!
PSS: I have since reported this illegal activity to the Department of Fair Trading..

[gauri234]

I have also been experiencing problems related to the 3 month premium for $0.99 and would REALLY  appreciate someone who knows about the topic or even someone form Spotify itself to help me deal with the problem!

[KatesHere]

Hey there @haydoncj !

That sounds odd. Had you upgraded before ot had a Premium trial? Usually the promos are for new users so that could explain it.

On the matter of using the contact form, after you sent it, did you receive an automated reply directing you back to the help pages? If so, please make sure to reply to it, even if it's a no-reply. Otherwise, check your spam folder in case it's hiding in there. If you can't find it there either, you can always tweet them @SpotifyCares.

Support usually gets back within 24-48 hours.

Let me know how this worked out!

K

[haydoncj]

Hi K,

I have never upgraded before and actually have never had an account.

I signed up for the 0.99 premium triall.. BUT .. you charged me $11.99/month for the past 3 months.... (angry face).

Whilst i did get some odd message from support that didnt seem to have a single clue what was going on. So can you help fix this.. thanks

[KatesHere]

Hey again @haydoncj

That's odd. Did you perhaps upgrade through a third party like iTunes for example? That would explain why you couldn't get the promo trial, as they are exempt from trials or promos.

Hope this helped more,

K

[KatesHere]

@haydoncj

You can always use Spotify's twitter handle @SpotifyCares or Spotify Cares on Facebook to get in touch with Spotify support 🙂

K

[haydoncj]

Nope. I signed up directly from spotify.com.au

[haydoncj]

I dont use friendface, twotter or any other social media.

[KatesHere]

@haydoncj Hey again!

You should see an email from Support in your inbox! If you can't find it, check your Spam folder as well, as emails like to hide in there sometimes 🙂

K

[haydoncj]

I did see an email from Spotify.... with some reference to 2 accounts i have. (1 trial - 1 premium).

Sorry guys, but this is NOT correct.. the "other" account belongs to my son .. NOT me.

Their only supposite recource was to offer me only 1 month refund (not 3)?!

Sorry, but this is NOT acceptable.

[KatesHere]

Hey again!

When using the contact form, make sure to include all the relevant information, like the account for which you've reached support for...

K

[haydoncj]

All relevant information has been sent.

Despite being advised that its

• 2 different accounts
• 2 different people
• 2 different credit cards

I am told thats its 1 account! Not sure how your system has made the connection....but.... your system is wrong!.

I just want my money back.. why is this proving difficult to fix?

[Carlos]

Hi  @haydoncj,

Thanks for reaching us through the Community forum.

After reviewing your case, we consider this should be handled directly by our accounts team as they're the ones with access to your account information. We can see they're already giving you a hand with this, so to be sure you get the most out of our support, we suggest you reply to their emails and provide them with all the information pertinent to your case.

If you give them a clear explanation, as you're doing it right here, I'm sure they'll be able to help you solve this in no time.

Also, if you'd like you can link them to this post, so they can have a closer look and have a better understanding of your case.

Wish you all the best. Don't hesitate to reach us back in case you need us.

[haydoncj]

Hi Spotify,

Even after outlining in excruciating details the different accounts, I am still been given the run around 3 weeks later.

The last offer was 3 months premium! Hello!!.... thats what i signed up to 4 months ago. Why is it proving so difficult to get a refund when by Spotifys own admission there was a mistake in the system!

Who do i need to speak with who has any authority!? The canned responses coming from support@spotify.com have a distinct automated/computer reply about them.

[LS26]

Spotify has done the exact same thing to me. Disgusting behaviour! I will be spreading the word about this and also reporting to fair trading. Looks like I'll have a hard time getting a refund too. Shame on Spotify!

[haydoncj]

I did eventually get a refund...through persistant badgering by the nsw dept of fair trading and I. Its made very difficult when Spotify refuses to supply a contact number and everything is done via email (infuriating!!).
Spotify claimed it refunded me as a good will gesture!.. hello.. you stole (i.e without authority) 3 months worth of premium fee's.

I've moved on from Spotify and have gone back to using the radio.

[Hi720]

I just signed up for 3 month free trial for the premium individual plan and noticed that after submitting my credit card info I was charged 10 pesos, I'm in Tijuana Mexico, I was under the impression that it was free. So what's the reason for the charge when it's suppose to be free. Also in the email sent by Spotify about the subscription it does say free.