I have been wrongly charged for spotify.

[floydleroi]

Hello,

I have been charged for spotify for 6 months up until now at the price of £9.99. I only realised I was being charged this month and went into the bank to see how many times I had been charged.

My spotify account is free and has never been premium I also do not have a facebook account. 

I have spoken to a customer service agent who went through the process of finding out what spotify account my charges had been connected to. They came back with a facebook account for a person I have never heard of, then rightly cancelled any further payments and took my card details off of this persons account.

I then asked for a refund for the £59.94 that I have been wrongly charged for, this is where the replies ran dry and I have not received a reply to any of my emails since. 

This is the case number

• Spotify Case # 01007738: I cancelled my account but was still charged ref:_00DD0pxIW._500D0VzHe1:ref

Please may I have a reply as I am starting to become frustrated. Should any customer have to constantly chase up something to no avail.

I await your reply

Floyd Billingy 

[Peter__]

Hey @floydleroi 🙂 

When was your last email from customer services? 

Peter

[floydleroi]

Hello Peter,

3 days ago. All of the previous replys came back within 3 hours of my emails. 

Many Thanks

Floyd Billingy

[asalaza]

I too have been wrongly charged. I thought when I signed up for spotify I was going to get the 1st 30 days free, that's what the program said when I was signing up!  WHAT GIVES, WHEN I CHECK MY BILL I HAVE BEEN CHARED $9.99 FOR THE 1ST 30 DAYS.  Also if i'm paying for premium spotify why am I contantly getting advertisements???

[Peter__]

@floydleroi - Strange, I will pass your details over to the community team to chase that up for you. 

@asalaza - What does your subscription status on your online overview say? If it says premium, you should be good to go, try logging out and back in again. If it says free, but you have definitely subscribed then you are not logging in using the account you have subscribed on. It's amazingly easy to accidentally have two accounts, one with a Spotify username and another via Facebook so check your details. 

If you want to request a refund for that first month, get in touch with the customer services team directly using the online contact form and they should be able to get that sorted out for you. 

If you get 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.

Peter

[floydleroi]

Thanks, I await their reply. 

[floydleroi]

Hello,

I have as of yet not received a message from anyone regarding this issue. Do you have a timeframe in which I should wait. You can understand why I am so sceptical anyone will get back to me as I have clearly been ignored in my previous emails to customer service. 

Many Thanks

Floyd Billingy 

[Peter__]

Hi Floyd,

Spotify normally aim to answer all queries within 24 hours, but unfortunately depending on the team it can take a little longer. 

If you replied to the automated email as instructed above, your case will definitely be in the right hands to be answered as soon as possible. 

Peter

[floydleroi]

Hello,

I emailed like you said and I have still had no reply to my problem nor has the woman who I was emailing before replied. Im starting to believe im being ignored because they dont want to give me a refund. Is this really how spotify treats customers who have problems. This is £60 of my own money ive lost for no reason. Please can someone email me with a solution. 

[Peter__]

I will ask a member of the Spotify team to get back to you about this 😉 

Peter

[Peter__]

Just received word that your case is now in the right hands and you should get a reply shortly. 

Sorry for the delay. 

Peter

[Peter__]

Just checking, did you get this sorted? 

Peter

[floydleroi]

Hello,

I have received an email stating that my money has now been refunded. Need to wait 3-5 days to verify it. Thanks a bunch for your help in getting this sorted. 

Many Thanks

Floyd Billingy