Double Charged - Spotify Refusing To Refund

[swajjaws]

Has anyone experienced an issue with Spotify refusing to refund double charges?  I signed up using my Facebook account and then again without (directly without using FB).  In doing so I had thought I had cancelled the FB account (Spotify says I didn't) but a year later doing my taxes and I see that I was double-charged for a full year.  I never used the other account and I'm assuming there are no hard costs involved in maintaining an account that wasn't used.  In my business, I would never keep money from a customer for a service that wasn't used.  I asked for a full refund on the account that wasn't used (which I'm sure they can track) and they are refusing.  Only offering 1 month refund.  I've paid for my other Premium account the whole time this was occuring so I am a paying customer.  Has anyone had a similiar experience?

[Peter__]

I've never known anyone to have issues if the account hasn't been used at all over that period (although not noticing for a year is possibly an extreme case).

If your not happy just reply to the last email from support you have, unfortunately there isn't much can be done with billing issues here on the community.

[swajjaws]

I'm posting here because Spotify is responding and telling me that there is nothing they can do.  A completely ridiculous response.  Even the phone companies treat their customers better. I'd like to know if this has happened to others.

thanks

[Joe]

Uhoh, blame culture here we go! 

[swajjaws]

Curious Joe, you know enough about this to say that I'm unwarrented in my complaint?  Blame culture?  Does that mean I have no right to air my grievence?  I notice you have over 6,000 posts.  I'm sure all educated responses to folks issues.  Let me tell you something about me.  I run a medium sized company and deal with 100's of customers.  They would all tell you that I treat them fairly and that I wouldn't gripe about something if I didn't think it was neccisary. I've written this type of complaint to a company twice in my life including this one.  The other one was an issue that I ultimately won because, well, I was right.  I'm sincerely concerend that a large company is doing something like this to a customer and I'm making it known.  Perhaps a thank you for bringing the issue up? 

[Joe]

You're quite right, I don't know all the facts and I don't think this is the place for them. However, your apparent refusal to accept responsibility for your own actions in creating two accounts and subscribing to each of them and for your inaction in not seeing two payments going out of your bank account every month for a whole year were what prompted my comment.

[swajjaws]

I did not realize that my refusal to take responsibility was apparent. I take full responsibility for making an error in signing up twice and not noticing the second charge. I never said anything to the contrary. What I am saying, and now asking you, do you think in this case it is appropriate for spotify to keep money for an honest mistake that cost them zilch? I can name off 50 large companies that wouldn't even think of it.

[dinomight]

Just adding my own thoughts as this is a fairly interesting topic. I can understand the frustration with realizing a year after the fact you've been charged every month for a service you didn't use; however, I don't think it's really Spotify's place to refund a full year's worth of payments.

Let's say I bought a CD and never listened to it...I've still made the transaction and wouldn't expect to be refunded after an extended period of time. Again, I know yours is a special case as you assumed it was cancelled, but Spotify does explain on the site how to cancel an account, and if I were running a business I would certainly be hesitant to issue a full refund in a case like this.

Honestly, I can't think of any businesses that would do that. Maybe they exist, but in my own experience it's very difficult to get a refund from anyone after more than a month. I had some issues with a laptop I bought from HP for instance and had to have it repaired 3 times under warranty thus far; they don't offer refunds after the first month of owning it. That's just the way it works. The good news is it's all been resolved now.

Hopefully, you'll continue enjoying Spotify in the future. Still a great service.

[swajjaws]

I agree with you regarding a CD but there is a difference between a product and a service. Spotify can easily refund me or anyone else who double subscribed by looking at their records to see of the service was used. Just because they can keep the money doesn't mean they should. And being a business owner myself, the right thing to do seems clear. It would cost them nothing to keep a paying customer happy. I do it all the time and so do many other companies. Some go as fat as making customers happy at their own expense. Apple is a good example.

[Peter__]

I think there is a difference between maybe forgetting to cancel a subscription and then asking for a one month refund and subscribing twice and not using an account. If I have two phone contracts and don't use a phone at all, I can't imagine my network operator offering me a refund at all. Some would claim it generous they refunded you at all, since under the terms and condtions you agree to when you register it actually does outlined they don't need to refund anything to you. 

Not sticking up for Spotify, just my thoughts. 

[jonnyk5614]

I've just emailed with the same issue.

I've never signed up for two accounts but have instead simply signed in with facebook. 

It isn't obvious what is happening at all.

[user-removed]

Same here. Just noticed I was double charge for the last 2 months.

Sent an email but no response yet.

[Peter__]

When you got in touch, you should have received 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.

[user-removed]

Hi Peter, yup got the automated message.

I was wondering how to get hold of you. Is this something you could kindly ping for me to the team? 🙂

[Peter__]

If no one gets back to you within 48 hours of replying to the automated email, I will escalate it for you if you post back here (although hopefully it won't take that long!).

[BLACKEYESBROWN]

Hello swajjaws,

I have discovered the same issue, of double billing a year later too. The credit card company was able to retrieve some of my money but restrictions only allows them to be able to do so much.

so now I am waiting for a response for the remaining double billing-disputing directly. I do not find any additional accounts as I have reported to Spotify. I am speaking with an named account support by first name basis only but no return email address.

I look forward to position resolution to this matter.

[BLACKEYESBROWN]

ok, now we are getting into the nitty-gritty! The credit company was an easy fix but getting the rest of my refund directly may seem to be a hoop jump. I was sent an email from spotify per the follow:

Hey there,
In that case and since your are not sure from where those charges came, we’ll need to track down the payment transaction.
To do so, we need the following information:

1. Exact date and time of the transaction, according to your bank statement.
2. The Bank Answer Authorization Code. This is also known as the Transaction Authorization Code. If your card is provided by Chase, we will need your 23 digit reference number for the charge. This you can get from Chase.
3. The country of issue of the payment card used.
4. The last four digits of your payment card.
5. The exact amount you were charged (including tax).

The Bank Answer Authorization Code is a unique 6-digit number that every payment card transaction has. Unfortunately, it’s not visible on your bank statement. Please contact your bank to get it.

Once we get this information, we should be able to find the account for you.
Kind regards and a friendly smile,
Problems with this email -the first email was a specific person to whom said he would assist but did not provide his email address. so when i reply i must enter per the community form and new person each time to handle the request..  i was not given a email to communicate with anyone specifically as the email may suggest. also i have already stated that the payments were taken from the posted credit card which some credits have already been offered per credit card dispute. Now that i have sent the requested information, I will wait for response. kindly.

[BLACKEYESBROWN]

was there resolution to your matter?

[taleigha]

I am having a very similar experience with Spotify. My account had originally been connected through Facebook. I deleted my Facebook profile in June 2013 and was subsequently unable to access my Spotify account. Because I was unable to even log in, I (incorrectly) assumed that this meant I also was no longer being charged. I signed up for a different Premium account using my email address, and since the charges to my credit card were going through on different days, I did not notice until more closely reviewing my past credit card statements that I have been charged for both accounts for the past 18 months.

I, too, do not understand how a company can continue to charge for an account that, in their own terminology, is "broken."

I have used the contact form and replied to three different customer service representatives. Case # 02178267

[BLACKEYESBROWN]

Hello taleigha,

How is your process going in order to recieve your refund?