Family subscription

[Deasy]

I have had family subscription for at least a year or more. Yesterday none of us could access any of our music has it had reverted to the free version. The last payment was taken from my account 4/5/16 , so I should still be able to access family subscription till next month. However having seen the upgrade msg on my account page I inadvertently pressed this and was charged 9.99€.

I contacted spotify who said I could get a refund for three €9.99 and sign up to family again. Why? This does n't make sense. My account shows receipts for the last few subscriptions, but not the last payment made.

In total I have paid 24.99 + 9.99, and still no family subscription reinstated. What's going on? No one to talk to just emails that don't make sense.

Can anyone help? The silence is deafening !😣

[LordRollin]

Hi @Deasy. Just to confirm a few things to see if I need to call in back-up. Support said they'd refund you 3x €9.99, correct? Which would leave you with just a single €9.99 charge for a month of premium. Are you able to access that premium, or is your account still reverted to a free one? 

[Deasy]

Hi @LordRollin, support said they would refund 1x €9.99, to revert my account to Free. But They have taken out €24.99 for the family subscription on the 4/5/16 from my account, but no receipt was issued. So by rights my next subscription should be due in June, but they want me to cancel and rejoin. I haven't broken my contract, they have taken a payment buy are not providing me with the service.😕Support said I must have 2 accounts?? How can this be, with only one else mail address, that's crazy.

[Deasy]

Bloody auto correct 😣

[LordRollin]

Hey there @Deasy. I've escalated this post to see if I can get some help on this from our moderators. I'll keep you in the loop. 

[Deasy]

LordRollin thank you its much appreciated! I'm afraid the only sound ringing through my ears at the moment Is of disgruntled teenagers 😓

[LordRollin]

Hi @Deasy. So after seeking some further assistance on the matter I have some information. Given that this issue is account related, only support will be able to remedy this. Moving forward, you can reach through the online contact form; on twitter by reaching out to @SpotifyCares; or by sending a message to the Spotify Cares Facebook page. Please be aware that responses may take anywhere from 24-48 hours depending on the volume of tickets support is currently handling.

In regards to the contact form, upon filling it out you should receive a confirmation email, usually a generic message containing the information you provided and instructions to visit these forums. If after 24 hours you do not hear back from a support team member, please reply directly back to the confirmation email, even if it originates from a no-reply address. If you do not receive this confirmation email, please check your spam folder. If it is not present there, please attempt using one of the other contact methods, or, if you are unable to use the alternatives, please let me know.

Because you have previously contacted support, moving forward this second time, ensure to relay the information from that last conversation, and include as much information as you possibly can. Second time, should hopefully, be the charm. If it still doesn't workout in the end, please let me know. Sorry for not having a better answer on the matter, but this is the way forward that will get you results.