Hacked premium account, changes email address, and unauthorised yearly payment taken

[psneddon]

Hi,

Please can you review case #00753490, it seems the email address that was linked to my account had changed to some random gmail account.  I only noticed this when instead of my monthly subscription a whole yearly payment was taken.  However I'm unable to change my email address and since unlinking my facbook account I've been completely locked out.

Regards,

Paul

[psneddon]

I just seached google for my username and found a list of 300 hacked accounts and passwords that had been posted on the 2nd June, inlcuding mine!!  I'm very annoyed that Spotify did not detect this.  I have sent the URL of the list to support.

Regards,

Paul

[Peter__]

If you have a case number email, just reply directly to that email and that will ensure it gets to an advisor as soon as possible. Don't worry, Spotify won't let you be out of pocket. 

I'm sure they will also be greatful for the link!

Peter

[psneddon]

Thanks Peter!  Hopefully they well get back to me shortly, I'm lost without my Spotify account and playlists! 

Regards,

Paul

[psneddon]

Hi Peter,

I've still not had even an acknowledgement regarding this support case yet, I would have thought a case involving the theft of at least 300 accounts would be treated with some sort of priority?

I've been a premium member since 2011 and this is the first time I've ever used Spotify support, this isn't leaving me with a very good impression!

Regards,

Paul

[Joe]

Hi. Things are slower over the weekend but you should get an answer soon. If you post the case number you got, I can try to hurry things along for you 🙂

[psneddon]

Thanks very much, Joe.  The case number is 00753490.

Regards,

Paul

[Joe]

Hi. I've passed it on 🙂

[Robbie]

Thanks for the reference number. Our payments team will help work this out with you soon.