I NEED CUSTOMER SERVICE ASAP!!! RE: SUBSCRIPTION

[juliafayexx]

I am beyond fed up with Spotify.....

I signed up for Spotify Premium to get 3 months for $0.99.

Not only did I use the online form to CANCEL THE SUBSCRIPTION before the 3 months was up, but I was CHARGED for the next month $9.99, filled out another form to cancel the subscription, and so far FIVE... YES FIVE... CUSTOMER SERVICE FORMS and not only have I NOT RECEIVED A REFUND FOR A MONTH OF SPOTIFY PREMIUM THAT I WAS NOT SUBSCRIBED FOR, BUT I HAVE NOW BEEN CHARGED A SECOND F*ING MONTH!!!

I have gotten NO response via any customer support personel.

This is unfair and horrible customer service and I demand to be refunded 2x $9.99 before I take this up legally.

[KatesHere]

Hello thanks for posting to the Spotify community.
This is bad. When you get a no-reply email from Spotify, reply to (even though it says not to!) it instead of making multiple cases, to speed things up.
Be sure to check your spam folder (and have followed these steps highlighte here: https://support.spotify.com/uk/learn-more/faq/#!/article/How-to-cancel-your-subscription/?in=search )
Hope this helped,
K

[MichaelW]

Hey @juliafayexx!

I'm really sorry to hear your message didn't get any reply from a Spotify employee. Do you have a case ID for me so I can escalate your message to Spotify so someone can look into this for you?

Also, keep in mind that you'll reply to the automated reply from Spotify (even when it says no-reply) to make sure a Spotify employee will get back to you as soon as possible.

Thank you!

[juliafayexx]

I have not gotten ANY e-mail.. not to my inbox, not to my spam or others folder, NOWHERE. Not one single no reply message!! I've been at this for 2 MONTHS NOW....

[KatesHere]

And you are sure you completed the form and then send it? And that you gave the right email address?

This sounds bad, can you try once more with a different email address? Because sometimes it happens and some email domains can't get accros a mail to another.
K

[juliafayexx]

I definitely entered the correct e-mail address and every single time I completed the form, I got a message at the end which said thank you for submitting and displayed the correct e-mail address that I would be getting a reply to.

[KatesHere]

If you have another email adress (and ideally a different domain) can you do it one last time?

It could be a problem of reception of emails...
If it doesn't work, and you haven't received a mail in that other adress by the time a couple days pass, I can try to escalate it 🙂
K

[juliafayexx]

I get this:

"

Contact Spotify

3/3

Thank you!

We'll get back to you at juliafayexx@*** (edited for security) as soon as we can."

which is the correct e-mail, and I have attached two separate ones as well, all of which NEVER get any response. Not even a no reply email

[KatesHere]

Ok, have you tried the twitter account @Spotifyhelps as well?

Also, there is a similar thread in here

K

[juliafayexx]

I am not making a twitter account solely for the purpose of resolving this issue. That is ridiculous. I just need someone from customer service to contact me and resolve this!!

[Pricilla]

Hey @juliafayexx,

Welcome to the Spotify Community. 

We've checked and can see that our Support team has got back to you via email a few times. Did you receive those emails at all? Please also check your spam box as sometimes they get directed there.

If you did receive it, just reply to the email and someone from our team will help out.

In case you didn't receive an email, can you send me a private message with an alternative email address so we can re-send it?

Let me know if you have questions.

Thanks!

[juliafayexx]

I have said every single reply on this thread that I HAVE NOT received anything at this e-mail address , junk/spam/other folder or otherwise! I check my e-mail religiously and I have gotten absolutely nothing, anywhere.

[juliafayexx]

I will send you my e-mail address in a private message.

[johnandtrish]

Hi Pricilla,

I have not been able to post a new post on the appropriate board using my Apple MacBook Pro as the " New Message" button does not appear, so I have no alternative to write here about my main concern.

I wish to update my credit card information, but when I click onto 'My Account", Safari says " Can't open the Page". ( Which is Spotify.com )

I have also tried clicking onto the "Contact Form", but Apple Safari says " Can't open the Page". 

Can you help ?

Regards,

John

[KatesHere]

@johnandtrish Hello-it sounds like an issue with the browser prevents you from seeing buttons and stuff on Spotify! Does it happen with other browsers as well?
K

[johnandtrish]

Hi Kates,
No I do not have problems with other browers.

I previously cancelled the credit card I used to pay the monthly subscription to Spotify.
Do you know if Spotify will send me a notification asking for new card details or will Spotify just terminate access and my account?

Thanks,
John

[KatesHere]

Hi back @johnandtrish
So, taking in mind that other browsers don't have an issue, cancel through them and get the confirmation email in your email account to be sure that you did, then you can re-subscribe using your new card details.
That being said, Spotify won't terminate your account or access to it; it will rather divert to the ad-based free version as soon as your Premium account runs out. So, don't worry about that especially if you re-subscribe as you mentioned 🙂
Hope this was helpful!
K

[johnandtrish]

Hi Kates,

I managed to enter my new credit card details through another browser.
Thanks for your help, much appreciated.

John.

[juliafayexx]

My problem is still unresolved.

[allenfrank1960]

Spotify cancelled my Premium service but is still charging me through auto-withdrawal !!!!!!!!