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.

[Peter__]

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@makinganother wrote:

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. 

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Sorry to hear you are having issues, can you post your most recent case number and I will ask a member of the Spotify community staff to make sure this gets sorted out for you? 

Peter

[stvncubed]

I am having a really big issue with their customer service and payment methods. I canceled my premium subscription so I don't have their services anymore (i get ads, i can't use the offline list on my phone) but they keep charging me 9.99 every month for the past couple of months. I keep having to cancel which is pissing me off really bad. I wish there was someone to directly contact on the phone because this application seems like a big scam to me now and I dont even care if i lost the $40. I just want to never ever be associated with this application again.

[Peter__]

@stvncubed - If you get in touch with the customer services team directly using the online contact form they will be able to find the extra payment cancel it and hopefully process a refund for you.

If 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.

[nj22raven]

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@MattSuda wrote:

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.

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i've been trying to change my subscription to the unlimied (4.99/mo) before my premium charges again on 2/3 but the site won't let me. the contact section won't let me write in the question box either to send in a request for help. any suggestions? i don't want to cancel my account, but it i can't change it i may have to...

[Peter__]

Try using this form instead:
https://www.spotify.com/about-us/contact/contact-spotify-account/

Just make sure to reply directly to the automated email and someone will be able to lend a hand.

[user-removed]

EVERYONE of these problems would be solved, or at least addressed if the suits at spotify, spent some of ther bountiful $$$$$ assets, and hired some people for TELEPHONE SUPPORT, just like Rhapsody.com does.

E-MAIL in no way is customer service!..It is rude, and talking down to you who are customers, and subsribers to spotify..I have read, quite a bit about unauthorized charges on credit charges, etc.

I've been a customer of Rhapsody.Com for over 10 years, and whenever I've experienced a billing issue, I've called them, with no problems..My billing issues have always been quickly ceared up....ONLY ONE ISSUE..THEIR SERVICE IS not COMPATIBLE if you have Windows 7, 64 bit..You have to have the 32 bit system on your PC..

Getting a new PC soon with Windows 8..Having issues with Rhapsody, but a re-install of my OS should solve this isue.If it doesn't, I'm not sure if Spotify will have the same issue; and the fact that this service has no phone support for customer service makes me extremely nervouse about switching over to this service, should my OS re install not work

I REFUSE ..to get ripped of like services like iTunes, 1cent a download x 100's of downloads x millions of customers-all that will do is make the Suits EVEN WEALTHER then they already are..I REFUSE to contribude to their already over the top wealth...Sorry if I got carried away here. 

[Joe]

So what was the question?

[Peter__]

I'm sorry I don't agree, would rather they hired more programmers than telephone agents and I don't see how it is "rude". I despise telephone support (although maybe that's a UK thing since our telephone support is generally rubbish). Whenever I have had an issue in the past, Spotify CS have been able to sort it out via email with no problems.

[user-removed]

I have apparntly cleard up my compatibly issue with RHAPISOPY.COM's compatibily's issues with Windows 7 64 bit..Since re instillinstation..no issues.I STILLr prefer RHAPSODY over Spotify..I encourage you who are sick and tired of gettingripped of by this service, or other of the other problems that I've been reading about on these forums, they do not happen on Rhapsody..At least give it a month try

[kwasek15]

Also.. it kinda suck when u need to give out your credit card numbers when trying out FREE 30days.. 

[user-removed]

With RAPHSODY.COM.yOU DON'T HAVE TO DO THAT..You get something like 24 free comple free tracks, in CD quality sound.

VERY FEW streaming issues.Whenever I did have an issue that lasted very long, they either gave me a full month's credit..(9.99 USD), or extended my menbership for one month.Just like this site, their are quite a few traks that cannt be streamed compleatly(30 second samples) and this site has some releases that Rhapsody doesn't have..But what I ve seen of the selection, compaired to Rhapsody, Rhapsody is clearly better for selection a 1-800 toll free number at least in the U.S, if not the world.I will double check on this

[Peter__]

The 30 day free trial is available as the first month of a recurring subscription, therefore you do have to enter your payment details. You are however free to cancel as soon as the subscription is set up and you will still get your 30 days free.

[user-removed]

BUT with telephone support, it's much easier to do this

[user-removed]

hi mail service and contact form is very bad they dont return you i wait 4 days. someone please help me i need to log back in my 11120070604 account but when i try to log in it send me 11132649272 this account my mail is alihanozk@hotmail.com please delete second one and mail me 11120070604 password of this account i cant log in

[user-removed]

And i try everythink in this forum nothing work http://community.spotify.com/t5/Help-Accounts-and-Subscriptions/Read-me-first-Frequently-Asked-Quest... all of that

[Peter__]

@user-removed - Can you let us know the 8-digit case number from when you got in touch? It is in the subject line of the automated email reply which says your case was submitted.

[user-removed]

case 

# 01281941

[Peter__]

Escalated that case number to make sure it gets a reply for you.

[user-removed]

thank you 

[Greg]

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@user-removed wrote:

case 

# 01281941

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Hey.

I've just made sure your case is with the right team so you should get a reply soon.

Apologies for the delay!