Premium account has been hacked

[Barloo]

I have had no access to my account for two months and £119 fraudulently taken from my credit card. 

Despite numerous e-mails to spotify support and writing a letter to the managing director last week nobody from Spotify has contacted me since 20th Feb. 

Please please somebody contact me!

Username: barloo

case number 257259

[meahtenoha]

Hi Barloo - I can see that my colleague reached out to you on 20 February asking for a few detail confirmations.

I'm sending that email over to you again. If you could get back to them with those answers it'd be a great help.

[Barloo]

Meredith,

Have just sent you an e-mail.

Thanks

David

[meahtenoha]

Hi Barloo,

I'm afraid I've not received anything yet. Can you please confirm your new case number for me?

[Barloo]

Meredith,

Thanks for coming back to me. I did reply last week and have just sent reply again to support@spotify.com using case number 257259 as a title. If you could confirm receipt I would be grateful.

Thanks

David

[meahtenoha]

Hi Barloo- I'm afraid we still haven't received anything from you.

What email address are you using to contact us? If you post it here I can delete it as soon as we've found your email.

[Barloo]

Meredith,

My main e-mail is david*****@*****.co.uk and I have also tried david****@*****biz

Thanks

David

[meahtenoha]

Thanks David-- I've just sent emails to both of those accounts.

[Barloo]

Meredith,

I have received your e-mails (I also got the previous ones you sent) but it looks as if my e-mails to you don't get there for some reason.

Is their an alternative e-mail address that I could use for you (You can e-mail it to me if you don't want to post it here) or failing that let me have a snail mail address and I will put my reply in the post!

Thanks

David

[meahtenoha · Accepted solution]

Hi David- After a lengthy investigation, we've found your emails. Thanks for your patience with us while we sorted this out.

You should have a response in your inbox now.

[Barloo2]

Meredith,

I am now logged back in and everything is working fine.

Many thanks for your help in resolving this!!!

David

[Nils]

Hello, my real spotify account got hacked and they changed my email, and your glorious security system makes it impossible for me to both change the password or choose a nother contact mail in you contact form, so i had to make a new mail adress a new facebook account and a new spotify account just to tell you on this forum that i have been hacked and charged for a full year subscription that is unauthorized.

Please contact me with some kind of email or anything so this can be solved asap

Cheers,

[meahtenoha]

Hi Nils,

I can see you were able to send an email to our Customer Support on Saturday. A response has already been sent your way so please have a look in your inbox for us.

---

@Nils wrote:

Hello, my real spotify account got hacked and they changed my email, and your glorious security system makes it impossible for me to both change the password or choose a nother contact mail in you contact form,

---

If any other users believe their account has been hacked (and the email changed) you can always click on the "Would you like to contact us before creating a Spotify account" option on the contact form. You can then email us via your correct address. After confirming a few details our payments can then lend you a hand.

[Nils]

Hey meredith, i have now answered to that mail.

I have a sugestion for the future, i really think you should look at an easyer way of getting in touch with you, cause i found nowhere that i could get in touch with you without an account (not that i was in the mood to look for the litle line of text that says so either, when my bank account just got charged for a year subscription)

Also i do not understand why it is that i cant change the mail adress in the contactform when i am logged inn to my original account :S

Cheers
Mats 

[englishoaks]

Exact same thing has now happened to me, I've raise two support cases but heard nothing... 

the most recent case number is 528696

Please advise?!