Request update on case 01527928

[magikeith-us]

Any update on case  01527928?

[Peter__]

When did you last hear from Spotify?

[magikeith-us]

8 days ago when they sent an automated response.

[timsteele985]

Hi there

Regarding to your post magikeith-us. Peter would you like me to chase this up with Spotify Support if it helps you out.

Cheers

Tim

[Joe]

Hey @magikeith-us Could you reply to the automated email from spotify then post the 8 digit case # from the subject line here and I'll escalate it for you. Thanks.

[Peter__]

@timsteele985 - PMing you. 😉

[magikeith-us]

Thanks much jwylot!  Rather than reply to the automated email  (which I think was a noreply...) I have sent an update request(just now) to support@spotify.com.

Case Number 01527928

[Peter__]

I will get that case number escalated for you too. 😉

[Richard]

We'll be in touch soon.

[magikeith-us]

Thank you Peter and Richard.  I appreciate the escalation - not getting very far on my own.  I absolutely love this product as I would much prefer to rent than buy music.  This gives me opportunity to do quite a bit of artistic exploration.

I'm getting billed 2x each month for different dollar amounts.  The one I want to keep is the one for $10.61 as this is the amount associated with this account.  I'm sure I inadvertently initiated two different accounts but have no clue which the other one is.  I have provided the transaction numbers that the bank gave me at the time of this case submittal.

Cheers,

Keith

[magikeith-us]

Just an update that I have yet to hear anything from Spotify on this case.

[magikeith-us]

I take that back.  Spotify has seen fit to send me a customer survey on this case, a case which they have otherwise ignored.  I'm going to reply to the survey.

[Peter__]

That is way too long, I'm asking about this for you now (again...).

[magikeith-us]

Thank you Peter.

[Goodman · Accepted solution]

Hey @magikeith-us . I just checked with our CS team and they replied twice without a response.

They'll reply again, but could you please check your spam, trash, etc. folders?

Also, if you want to provide an alternate email address we can CC, please send me a private message (do not post your email here) and I'll forward that.

[magikeith-us]

Thanks Per.  I sent you a private reply.

Also, I do see  a recent email I missed from the CS team and have replied, providing them the info they requested.

[Peter__]

@magikeith-us - Hopefully they will get back to you shortly! Keep us up to date. 😉

[magikeith-us]

Thank you, everyone, for your help.  I believe this has now been resolved and Spotify CS has deactivated/cancelled the extra account and is planning to refund ALL withdrawals related to that account.  My only lingering disappointment with the process is that I can't pick up the phone to call CS; other than that they have provided a more than satisfactory outcome, as I am able to continue enjoying this great product.

Sincerely,

Keith

[Joe]

Thanks for the update.