Help Wizard

Step 1

NEXT STEP

My account was hacked

My account was hacked

Yesterday my account was hacked. When I finally re-established a password (since it was changed), I found a new picture (actually I never had one up to begin with) and new birthdate information. 

 

Support has been beyond lously in dealing with this.

 

I now have to call my bank due to a comprimise on my credit card, and will also be filing a fraud charge on Spotify. A premium user so Spotify has my credit card.

 

Horrible customer service. Big problems. No phone number. 

 

H

Reply
11 Replies

Hey! Welcome to the community 🙂 

 

Sorry to hear you are having issues. Have you been talking to customer support via email? 

If so, just reply to the last message if you are still not happy and someone else will get back to you. 

 

Peter

Peter
Spotify Community Mentor and Troubleshooter

Spotify Last.FM Twitter LinkedIn Meet Peter Rock Star Jam 2014


If this post was helpful, please add kudos below!

The discussion when dead when I told them that there are MASSIVE issues with my account.

 

After they finally reset my password, I descovered a changed e-mail address, changed birthday, changed picture (never had a picture up to begin with).

 

What scares me is that this individual has access to my premium account.

 

I now have to cancel my credit card, file a fraud report, and will file a complaint with the BBB in NYC, since I'm paying for a service I can't effectively used.

 

I have no more playlists that were there prior, and no phone number to contact anyone by.

 

I will also prosectute the individual who hacked my account to the fullest extent of the law. I'm taking this very seriously. Even more that I have not received any help from tech support aside from resettting my password.

 

H

 

 

Hi haydn5,

 

We'd love to get this sorted for you.

 

Can you please let me know the Case# you received from email support?

 

I'll make sure this gets escalated to the right team and dealt with properly. 

___

New to the Community? Check out the Community newbie tips

Did I solve your problem? Click 'Accept As Solution' to help others find the answer!

Need Spotify help on Twitter? Head to @SpotifyCares

ref:_00DD0pxIW._500D0PWoTM:ref

 

My password was reset again. Big problems. Help!

 

 


@haydn5 wrote:

ref:_00DD0pxIW._500D0PWoTM:ref

 

My password was reset again. Big problems. Help!

 

 


Hi haydn5,

 

Did you recieve a Case# along the lines of 'Case 603123'? Can you let us know what it is?

 

If not, PM me the email address you used to get in contact. I can't find any email history with the email address you signed up to the Community with. 

 

Don't worry, we'll get this sorted for you!

___

New to the Community? Check out the Community newbie tips

Did I solve your problem? Click 'Accept As Solution' to help others find the answer!

Need Spotify help on Twitter? Head to @SpotifyCares

I can't get the e-mail address to change on my account. So I'm using the hacked account e-mail address.

 

Case #00690433

 

I have receipts of my premium membership. This is a complete mess. So happy you don't have phone support.

How do I PM you? I'm looking everywhere. 

 

Very frustrated. Tech support still hasn't e-mailed me back. I can't find where to PM you.

 

H

Now my profile picture dissappeared all of a sudden. Granted it was the wrong one, but still, it has now disappeared.

 

What is happening???????


@haydn5 wrote:

Now my profile picture dissappeared all of a sudden. Granted it was the wrong one, but still, it has now disappeared.

 

What is happening???????


Your profile picture won't appear unless you are connected to Facebook. Are you connected? 

 

Peter

Peter
Spotify Community Mentor and Troubleshooter

Spotify Last.FM Twitter LinkedIn Meet Peter Rock Star Jam 2014


If this post was helpful, please add kudos below!

Our payments team will take this from here. 

 

Keep an eye on your inbox. 

___

New to the Community? Check out the Community newbie tips

Did I solve your problem? Click 'Accept As Solution' to help others find the answer!

Need Spotify help on Twitter? Head to @SpotifyCares

Suggested posts