Free trial never worked, still getting charged, can't get it canceled

[mjohn74]

I contacted you three months ago about my daughter, Marissa's account. We tried to cancel her three-month 99 cent premium subscription from the summer, but I wasn't able to follow the unsubscribe instructions because it said she was on the free account - it said I could click a button to upgrade to premium. It's hard to cancel a premium account when your profile doesn't recognize you have one!  Still, we are being charged $10.68/month and we have never had premium access (even during the summer - we could never get it to work). I have spent many hours trying to find ways to unsubscribe and ways to contact you about it, but you make it incredibly difficult. After receiving no reply for two months, I finally heard back and was told they couldn't help me - I had to post something here in the community in order to get a response. Ideally, I would like a refund for the September-January fees since we never once had Premium access, and September is when the charges started. However, I am willing to "eat" the September fee because I contacted you after I noticed the October billing on my statement. I thank you in advance for your prompt response. Bridget John

[KatesHere]

Hey there @mjohn74, welcome to the community!

That doesn't sound right. Did you use the contact form to get in touch with Spotify staff? If so, did you reply to the automated no-reply email? You will need to reply to it if you haven't done so already.

You can alternatively reach a member of the Spotify staff directly on social media (Twitter or Facebook), by sending a direct message their way.

Support usually gets back within a day or two.

Let me know if that helps 🙂

K

[mjohn74]

Hi Kate,

I don't recall receiving an automated no-reply message (although it strikes me odd that you need to reply to a no-reply message).  Here is the response I received when I submitted my question via the contact form.  It directed me to the Community, and now the Community is directing me back to the contact form!  What a frustrating circular process!  I just want the premium subscription that I never even received canceled and my money refunded.

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We have some quick options we think can help you:

● Try searching our support site with frequently asked questions: https://support.spotify.com/

● Go to the Spotify Community: https://community.spotify.com/. Even if there isn’t already an answer there to your question, you can post it and someone will answer quickly.

● Also, find out about major service updates at @SpotifyStatus: https://twitter.com/SpotifyStatus

All the best, Spotify Customer Service Team

[TobiasYoung]

Hey @mjohn74!

This time when you fill out the contact form please click 'I STILL NEED HELP' and then you can send the request. If you get a no-reply email back, just reply to it.