Spotify customer support sucks

[trusthebus]

I signed up for the free trial of Spotify a few months ago. I figured it was as advertised - a thirty day trial. Today I discover that Spotify has, in fact, been charging me for the service over the past few months, and this last payment overdrew me so now my bank is asking me to pay them $35 for a payment I had no knowledge of. I have barely even used spotify since a week into the free trial. I want to cancel my subscription and have my last payment refunded, but since Spotify has the worst customer support out there, I can't speak to someone, or chat with an online rep. I have to go through the "Contact Form", which, after doing a bit of research, seems like a pretty broken service, with most people waiting a hell of a long time to hear back from your so-called "customer support". This especially pisses me off because I CAN'T EVEN CHECK THE STATUS OF MY TICKET.

I was charged (unknowingly) for a service I don't even use. I don't even want all my money back, I just want you to refund my last payment so I can extricate myself from this mess of a service you call Spotify and not have to pay my bank $35.

[Grayson · Accepted solution]

Hey there trusthebus, I'm really sorry you're having these issues.. 

As stated in the Spotify Free Trial Terms and Conditions: (http://spoti.fi/HY8xdq)

"If you decide that you do not want to become a paying user of the Spotify Premium Service upon the lapse of the Free Trial Period, you have to terminate your Premium Service (instructions for this can be found at http://www.spotify.com/us/help/faq/payment/how-can-i-cancel-my-subscription/) by the end of the Free Trial Period."

Hopefully, you were aware of that clause, but however it must have slipped you by. Since this is the Spotify Community forums, we cannot assist you with Billing-Related matters. Please get in touch with Spotify Support. 

Kindest regards. -Grayson

[Skorc1]

Can someone please help me.

I tried to buy 10 songs. I received a message saying it had failed.

Then tried 15 songs. Success.

Then received two emails saying both transactions have succeeded, and have 25 songs in my account.

I wouldn't have gone for the 15 if I knew the 10 had gone through.

I have downloaded my 10 songs, and want the 15 refunded please.

How can I get through to someone to help as I can't seem to find a telephone number anywhere!

[Sam]

Skorc1 - Our payments team should be able to sort this for you. Just head to 'About us' above, then 'Contact Form' and send a message through. They'll get back to you as soon as they can.

[Skorc1]

I have. Is there no number I can call so I can speak to someone about it.

[Sam]

There isn't at this moment in time, no. Our payments team are very good though, it should be sorted nice and quickly.

[Mrs-West]

No your service team sucks! There should be a number or someone to talk to. This is crap. Spotify has really let me down on this. You guys suck.

[Sam]

Mrs-West - I see you emailed in a few hours ago. Don't worry, our team will be with you shortly.

[brookelynn7]

I emailed you all on 8/04/2012 because it was the ending of my 30 trial and I was under the impression that if I cancelled my subscription by that day I wouldn't be charged. When u checked my bank account you all had withdrawn the 9.99 out of my account on the 4th. I emailed customer support and never got an answer but I would like a refund on my ten dollars. Thanks.

[MattSuda]

brookelynn7,

Spotify can help you with this if you contact them directly.

Contact Spotify by using the link below which requires sign in:

http://www.spotify.com/us/about-us/contact/contact-spotify-support/

From the subject dropdown select "manage subscriptions & trials"

From the second dropdown select "request refund"

In the message box explain your situation.

Hopefully Spotify can fix this quickly.

[saritab]

I have been a happy Spotify Premium user for quite a while and have regularly purchased music from Spotify.Never had any problems. 

However, on Saturday I tried to purchase a song and was charged a coupon..... but got an error message from Spotify that there was a problem with the download and only got part of the song. Repeatedly tried to download the song but got the same message. The problem was with Spotify and the song because other songs downloaded during that period. I needed the song right away for an event and bought it from I-Tunes.

Sent an e-mail to Support and got a message that I could download it again but I would not get a credit..... Sent a second e-mail stating that I no longer wanted the song but wanted a credit.... and got the same response as the first time..... now have sent a third message..... and made a bet with collegues that I will get the exact same response..... Anyone else want to bet? 

The result is that I am using my remaining coupons and NEVER buying music again from Spotify, ever.... and am considering canceling the Premium......... If you buy coupons from Spotify..... user beware.... 

Spotfiy's Customer Support it is worse than sucky; it is non existant.  

[meahtenoha]

Hi Saritab - Sorry to hear you've had this experience the past couple of days. However, I can see my colleague has responded to your last message--we're happy to keep helping via that email thread. 

Please have a look in your inbox when you get the chance. 

[tylerhallett]

Okay it wont let me download my music from spotify can some one please help me i just got premium and this is making me really mad 

[tylerhallett]

You guys also need A help number bad

[David]

Tyler - What sort of device are you using? I can see that Premium should be up and running, so syncing an offline playlist should be working.

[saritab]

Yes, the problem was eventually solved, but it took far more time and effort  than it should have taken:(:(:( And, I don't think that I will purchase more music from Spotify in the future. 

[epicdoubletap]

I have never experianced such crappy customer service from a "tech" company. I was charged for my FREE trial, It took a week and opening 5 seperate cases to get any kind of response, and that response....why did you open 5 cases for 1 problem?

Assholes. It took another week to get my refund. I still dont have my FREE TRIAL!!! I still didnt get refunded my DEBIT fee.

OH and how about some LIVE CHAT support? Your a tech company for gods sake.

[scandls]

dear spotify,

I have been trying to get a hold of you due to being charged for a free premium account trial that I had canceled. I am upset and wanted to see what I can do to fix this problem but have been unable to reach your customer service please contact me back at your earliest connivence 

thanks,

Jayson 

[Peter__]

---

@scandls wrote:

dear spotify,

I have been trying to get a hold of you due to being charged for a free premium account trial that I had canceled. I am upset and wanted to see what I can do to fix this problem but have been unable to reach your customer service please contact me back at your earliest connivence 

thanks,

Jayson 

---

Hey! Welcome to the community 🙂

Did you get in touch with the customer services team directly using the online contact form?

If so, did 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. Response times are normally under 48 hours 😉 

Peter

[makinganother]

SPOTIFY CUSTOMER SERVICE STILL SUCKKKSSSSS

I've been waiting OVER A WEEK to get a device password from Spotify. They keep sending me invalid links to reset the password and everytime I reply saying the link is invalid and A DIFFERENT REPRESENTATIVE each time contacts me and says the exact same thing the previous rep said.

I AM SO FRUSTRATED WITH SPOTIFY. There is no reason for this to take so long. I have no problem at all cancelling  my companies subscription. We'd rather pay more for a service where we are actually  treated like customers.