Charged without access, unable to cancel.

[ccphillippi]

Case#: 02059692

I've been unable to access my account since around June. According to Spotify's own customer service, another account was created with my email, blocking access to my original account, including the ability to cancel and use the premium service I was paying for.

Customer service told me they are not issuing a refund, despite the fact that I had no access to the account. This amounts to fraud. I did not receive the service I was paying for for the last few months, nor could I stop the charges. 

Even more disturbing is that I've been dealing with this ticket for a week, and I still don't even have access to the account. I STILL cannot even make use of the premium service I've been paying for, for months. 


Original Spotify response is below:

Hey <Name>, 

We’re sorry to hear you’ve been charged twice. We can help figure out what’s happened for you.

We’ve looked you up in the system, and it looks like you have two Spotify accounts that were created under one Facebook username. When you log into Spotify with it, our system has no way of knowing which account you want, so it logs you into the newest.

We found the following two accounts: 
 

1. Spotify Free registered with the email address <Email> that you can access using your Facebook details. On this account you have 1 playlist.
 

2. Spotify Premium registered with the email address <Email>. On this account you have 12 playlists. And the last payment went through on October 26th.

Please just confirm the following, in order to cancel the 2nd account:
 

1. Your date of birth registered on your account.

2. Postal/zip code.

3. The last four digits of your payment card.

Before closing your account we will back up your playlists, so we can transfer them to your new account. Unfortunately we're not able to transfer Songs/Albums/Artists from Your Music.

If a extra payment was taken, please send us the order ID from your receipt and we’ll track down the account.

Looking forward to hearing back from you! Now you can follow us @SpotifyCares for service updates.

Keep rocking!

Katherine

Most Recent spotify Response:
Thanks for getting in touch. Hope you are well.

Unfortunately, we cannot refund you more than that.

Spotify policy if customer cancel in 14 days we can get refund.

But I can give credit 2 month Free Premium code to your main account username 12152059006 Facebook account.

Is that sound good ?

Looking forward to hear from you.

If there is anything else I can do for you, just let me know.

Best wishes

Nook Manatsanan

[Peter__]

Unfortunately there isn't a great deal that community support can do for you once it is in the hands of the customer services team.

Did you open the case in June when you could no longer access your account? If so, then I would say you have an argument for a refund since then. If you have only recently opened the case then unfortunately I can't see it happening.

[ccphillippi]

You are liable in this case, as I had no access to the service (nor could I even cancel!), due to your acknowledged glitch. It doesn't matter when I submit the ticket. This needs to be escalated.

I opened it as soon as I realized, in fact, I had not canceled the account. I just had no access. I opened two cases one month ago, but got no confirmation. I reposted last week for the current case. 

[tracyk423]

No way to contact Spotify, it is all a round about way thourgh posts? If you have never signed up for services and yet you are charged every month. Fraud reports and stop payments have been sent and i still have a charge the next month. how can this be stopped?