Overcharged

[francesca84]

Hi,

I have been charged twice every month for my subscription. See attachment. 

This totals an overpayment of £40. Can you please resolve the issue and refund the money asap

thanks

Fran 

[Jordi]

Hi there!

You should get in touch with the spotify support team by using the online contact form or by tweeting @SpotifyCares on twitter. 

If you get an auto reply back directing you to the help pages, just reply directly to that email (even if its from no-reply) and one of the employees will get back to you as soon as possible.

[staceymeowmeow]

I have been charged 5 times every  month on my card and spotify has been HORRIBLE to deal with. The worst customer service I have ever received. I will be writing this where ever I can. 

They asked me to cancel my card and link to new card, I did that and then continued to be charged 5 times a month. So then I moved my spotify account to a credit card and my OLD card, which isn't even on the account is stil being charged. I got charged on it 5 times again this month. When I ask spotify about it they claim there is nothing they can do because the card isn't in their system, then why is it still being charged by Spotify? I had to call my bank today and ask them to ban them from charging me.

What a hassle this has been and extremely dissapointing. I may be reporting them to the Better Business Bureau. I would cancel your account NOW. 

[Jason]

Hey @staceymeowmeow 

I'm very saddened to hear that you've not had the greatest experience! I would love to get this looked into for you.

To do so, have you the 8 digit case # to your contact? I'll make sure one of our top guys get on top of this. Again, apologies for the experience thus far.

[staceymeowmeow]

Hello:

Here is the case number ref:_00DD0pxIW._500D0bXzKL:ref

I've written two more times since Monday and never heard back. 

[Grace]

Thanks staceymeowmeow.

I can see your case is with the right team - somebody will be in touch as soon as possible. We're very sorry for any delay, but we will get this sorted for you.

[staceymeowmeow]

I wrote to them twice last Tuesday and still haven't heard back and my card was charged 2 more times. What is your customer service policy? Can someone please email me back? Or call me? I just don't understand why I have been charged 15 times wronfully over 2 months and this hasn't been solved.

[Jordi]

Hey there,

Give it another 24 hours to get a response. If not, response here and we will help you to speed it up.

They mostly reply within 24-48 hours.

[Peter__]

5 charges does seem a little extreme, normally we see double billing issues but 5 is a lot (especially if they are on different dates) which would make me suspect someone has stolen your card details somewhere along the line.

Hang in there with support, they have dedicated teams to deal with these cases but sometimes they have to do a bit of detective work before getting back to you.

[staceymeowmeow]

Does dectective work take two months? I've been charged a ton. I already had to cancel one card and put a new one on the account and now that card is being charged too. So I took it off and put a completely different card on the account and the OLD card, the one that was completely removed from my account is being charged.

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[Peter__]

Shouldn't do! When was your last reply from support via email?

[staceymeowmeow]

Sept 25 with this: "Unfortunately as I have been unable to find any charges linked to the card number you provided the charges in question must be linked to your old card. If you were able to get that card number from the bank then we could search it for you or alternatively I would recommend as a final option that you contact your bank and dispute the charges in question. "

So what am I supposed to do? I removed from the account and I'm still getting charged by spotify on that card. How can it not be in the system?

I've written twice since that email and haven't heard back. 

[Peter__]

Let me ask someone to escalate this further for you.

[Jordi]

- Wrong pagination page 🙂