BEWARE - SPOTIFY ARE DELIBERATELY ATTEMPTING TO CHARGE YOU TWICE THROUGH THE LINK TO FACEBOOK SERVICE.
SPOTIFY ARE DELIBERATELY DECIEVING CUSTOMERS INTO SIGNING UP FOR TWO PREMIUM ACCOUNTS. THEY WILL CHARGE YOU TWICE, REFUSE TO REFUND AND REFUSE TO PROVIDE INFORMATION THAT WOULD ASSIST A LEGAL CLAIM. IF YOU HAVE A DIFFERNET EMAIL ADDRESS FOR YOUR FACEBOOK ACCOUNT IT WILL DUPLICATE YOUR SPOTIFY ACCOUNT IF YOU CLICK THE LINK TO JOIN YOUR FACEBOOK AND SPOTIFY ACCOUNT.
THIS SCAM HAS BEEN RUNNING FOR AT LEAST THREE YEARS. SEE E-MAIL CHAIN BELOW REGARDING MY ONGOING COMPLAINT:
On 30 Nov 2015, at 12:04, support@spotify.com wrote:
Hey again Jack,
Thank you for getting in touch.
Im sorry to read that you are not happy with the 6 month refund and 6 month credit.
Please be aware that every case is taken on an individual basis, no 2 cases are the same. In the case that the customer has contacted us in good time to have the issue rectified, or the account is created with the same email address we will have grounds to issue more of a refund.
You have created this account and subscribed it separately, this is not our error and we have as much proof that this is the case as you do.
We are happy to issue the 6 month refund and 6 month Premium as mentioned, but we are unable to do any more than that.
I sorry for any frustration or inconvenience.
Please let us know if we can action this compensation for you.
Best wishes.
Catherine | Spotify Customer Support
Did you know we have an extensive help section on our website? You can find it at https://support.spotify.com
Music expresses that which cannot be said and on which it is impossible to be silent.
-Victor Hugo-
This e-mail (including any attachments) may contain information that is confidential and/or privileged. It is intended only for the recipient(s). If you have reason to believe that you are not the intended recipient of this e-mail, please contact the sender immediately and delete the e-mail from your computer.
Anastasia,
On further investigation, I have found blogs that demonstrate that this is not an isolated issue and I would like to escalate this further.
Since you refuse to give me a senior customer service representatives details to speak to, can you please tell me who regulates Spotify?
Regards
Jack
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Hi Jack,
Thank you for getting back to us.
Thank you for your feedback.
I've now deleted the Facebook-linked account.
To delete the account with the username 'jack' you will need to contact us once again with your details. Unfortunately we're unable to delete it without you contacting us.
Please do not hesitate to contact us if you have further questions. We would be glad to help.
Regards,
Anastasia.
Spotify Customer Support
Cambridge, UK
Begin forwarded message:
From: Jack >
Date: 21 October 2015 at 21:26:38 BST
To: support@spotify.com
Subject: Re: Subscription - I've been charged twice [ ref:_00DD0pxIW._5005712aSHN:ref ]
Anastasia,
Yes delete it, and make a record to delete the live account after the 6 month period. I am moving to a competitor.
I can’t believe that you would consciously disregard 5 years of custom (7 if you add together how much I have paid you) through stringent application of Ts&Cs rather than doing the right thing, especially when I was honest with you about the e-mail address to get to the bottom of the problem.
Your customer service is terrible. There is no continuity in your service, I have had responses from four separate colleagues without the original e-mail chain. None of you have been able to give me the log in evidence I requested which would prove that I haven’t used the account I didn’t know I had, or even acknowledged whether you can give me this information.
You have also consistently ignored my request for an address to escalate the issue to someone who might value me as a customer and might have the authority to do something about it.
I will be deleting all my accounts with you after the free period. I will never recommend you and I will highlight your customer service on social media.
Very disappointing.
Jack
-------------------------------------------------------
Hi Jack,
Thank you for getting back to us.
As my colleagues already said, unfortunately we're unable to issue a refund in this case as both accounts has been created with two different email addresses.
I can confirm that we have cancelled the subscription on the Facebook-linked account and removed your card details. please confirm if you'd like us to delete it.
We have also added 6 months of Premium code on your main account with the username 'jack'. Your next debit day will be on 2016-05-10.
Unfortunately we're unable to offer you more codes and/or issue a refund.
Please do not hesitate to contact us if you have further questions. We would be glad to help.
Regards,
Anastasia.
On 15 Oct 2015, at 20:51, Jack wrote:
Boyan,
To proceed please send me the details I requested to escalate this higher?
I don’t wish to undermine your T’s & C’s, I wish for you to understand my situation and value me as a customer.
Cancel all payments from Hotmail immediately whilst we resolve this issue.
6 months free subscription would leave me £179.82 short of what you owe me for services not used (although it would give me enough time to research and subscribe to the best alternative competitor). I would accept 24 months free on the jack account rather than a refund.
Regards
Jack
-----------------------------------------------------------------------------------------------------------------------------------
Hello Jack,
Thanks for your email. We're sorry that you feel this way.
We saw, that you have been a customer since forever and we sure don't want to lose you as such. We hope you understand our policy too, because we also do not want to under mind our own T&C - those are two different accounts with two different subscriptions.
What we can do for you, as our final offer is the following:
- We cancel the subscription of the account, that's connected with the email address hotmailand refund you your last payment.
- We redeem a 6 month worth of code onto your account jack. That way you won't have to pay for half a year.
We really hope, that you stay with us. Please let us know how we should proceed.
Kind regards
Boyan
Spotify Customer Support
Did you know we have an extensive help section on our website? You can find it at https://support.spotify.com
This e-mail (including any attachments) may contain information that is confidential and/or privileged. It is intended only for the recipient(s). If you have reason to believe that you are not the intended recipient of this e-mail, please contact the sender immediately and delete the e-mail from your computer.
Begin forwarded message:
From: Jack
Date: 30 September 2015 at 10:36:10 BST
To: support@spotify.com
Subject: Re: Subscription - I've been charged twice [ ref:_00DD0pxIW._5005712aSHN:ref ]
Alex,
If that is the case I do not wish to keep either account as that is terrible customer service, would you prefer that I cancel both accounts and move to Apple Music or another competitor?
I have been a loyal customer of Spotify Premium since 2011 and I would like to continue by being refunded £239.76.
I contacted you in Aug 2013 to reinstate my account and in doing so, you have made a mistake and continued to charge me twice a month for one account. You have since proved that I have had two accounts with different email addresses. You would not have been able to prove that without me being honest and providing all my e-mail addresses when trying to resolve this issue. I am not being disingenuous, I would just like my money back and continue to use Spotify. I did not know I had two accounts.
Since it is possible to keep logged in on all your devices (which I do), I would argue that in the period between Apr 2011 and Aug 2013 it is highly likely most people would have forgot how they logged in. Also, If you have forgotten your log in, the option to link to Facebook provides the opportunity to ‘accidentally' set up another account, since Spotify looks the same regardless of account once you are logged in. I have never used that account, nor did I know it existed (this is proved by your fact that I have no playlists on that account).
You have not answered my question as to whether you are able to provide dates as to when I have logged in and used the Facebook linked hotmail account? Is this because you can’t or will not? This would prove that I do not use that account and that you have been charging me for nothing.
I would not argue against the details of Ts&Cs, since it would appear I have agreed to them in error. What I am asking is to apply some thought and common sense to good customer service. You have been charging a loyal customer, in error, for a service I have not used. Please can you refund me £239.76?
I have collated all e-mails on this in a chain below, as I feel this will be more useful as I escalate this issue. If required, which address should I use to escalate this higher?
In the interim, could you please consult your management with a view to resolving this issue?
Regards
Jack
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Hello Jack,
Thanks for getting back in touch with us.
Unfortunately we're not able to refund the payment for you. As mentioned on our previous email, since the accounts were created with different emails, meaning you accepted the terms and conditions for 2 separate accounts.
However, we can make sure the account is cancelled and a month is added to your account. This is the only for of compensation we provide.
Just let us know the security details so we can go ahead.
We hope to hear form you soon. Let us know if you have any other questions.
Best wishes! 🙂
Alex
Spotify Customer Support
Did you know we have an extensive help section on our website? You can find it at https://support.spotify.com
This e-mail (including any attachments) may contain information that is confidential and/or privileged. It is intended only for the recipient(s). If you have reason to believe that you are not the intended recipient of this e-mail, please contact the sender immediately and delete the e-mail from your computer.
Begin forwarded message:
From: Jack
Subject: Re: Subscription - I've been charged twice [ ref:_00DD0pxIW._5005712aSHN:ref ]
Date: 29 September 2015 23:07:17 BST
To: support@spotify.com
Daniela,
Thank you for your kind response but I am disappointed.
I was not aware that I had an account with Facebook and It is clear to me that something has gone wrong in Aug 2013 when I tried to get my account back online. I have checked my bank statement since Apr 2011 and I there is only one payment of £9.99 per month for Spotify Premium from my Spotify account (or, it would seem accounts) first opening in Apr 2011 and the card expiring in Aug 2013.
Since Aug 2013 on my new card, there has been two payments per month (£9.99) for what I believed to be one account. you state in the e-mail below that I have no playlists on the Hotmail account, but I have 17 on the live account, I hope that proves with good will and common sense which account I am using. For this reason I believe that you owe me £239.76.
However, If I was not a loyal customer who loves your product and I was being malicious in my request for this refund, then considering that you have proved I have had two Premium accounts since Apr 2011 (of which I was not aware) the reverse would be true and I would owe you 28 x £9.99 = £279.72! (since there was only one payment taken for both accounts from Apr 2011 and Aug 2013 - I have checked receipts on both accounts, and both date from Apr 2011). Awkward!
I even asked Google ‘why would someone have two Spotify accounts?’. It was not able to provide me with an answer, but it did highlight your 'Spotify Family' service to me. If I genuinely wished to own and use two accounts, I could have used this as a cheaper option.
I am being facetious, but I hope in good humour I am able to demonstrate that I didn’t know I had two accounts and that I have have only been using one of them.
Could you provide me with the last date I logged in via Facebook? (Disregarding my login just now when I logged in to check). This would be useful in proving the account was dormant/not used.
I would argue that your option to create accounts via both Facebook and Spotify is confusing, but I may have dome something wrong when trying to get my account back online in Aug 2013 (in desperation - life ends without Spotify!). I hope that you value me as a loyal customer who wishes to enjoy your service in the future by reimbursing me with £239.76.
Kind regards
Jack
On 29 Sep 2015, at 20:24, support@spotify.com wrote:
Hi Jack,
Thank you very much for getting in touch with the Spotify team. We hope this email finds you well and we'll be more than happy to help.
We've taken a look and found that you have the following accounts:
- Spotify (Premium) registered with the email address Hotmail that you can access using your Facebook details. On this account you have no playlists.
- Spotify (Premium) registered with the email address live that you can access using your Spotify username jackand password. On this account you have 17 playlists.
Since the accounts have been registered with different email addresses, this means the Terms and Conditions were accepted twice when signing up for the accounts and also when signing up for Premium on both accounts and therefore we'll only be able to refund the latest payment on one account or add two months of Premium time to one account.
Which account would you like to keep? We can move across your playlists, Starred tracks, Followers and everything from Your Music over to the account you'll manage so that you don't lose anything.
Just confirm the following and we can go ahead:
- Date of birth registered in the account.
- Postal/Zip code.
- Last 4 digits of your payment card.
We look forward to hearing back from you! If you have any questions or would like help with anything else, we're just a few clicks away.
Have a great day,
Daniela
Spotify Customer Support
Did you know we have an extensive help section on our website? You can find it at https://support.spotify.com
This e-mail (including any attachments) may contain information that is confidential and/or privileged. It is intended only for the recipient(s). If you have reason to believe that you are not the intended recipient of this e-mail, please contact the sender immediately and delete the e-mail from your computer.
Hello Spotify!
I have just noticed that I have been charged twice for my Spotify account. Once on 10th and once on 25th of every month. I believe my current and correct account payment is the one taken on 10th of each month using card ending 0000 (my current and in date card). The payment on 25th of the month is my old payment with card ending 1111, which should have ended in Aug 2013 when the card expired (meaning my Spotify account expired in Aug 2013, I had a month of no payment that month).
I contacted you about this in Sep 2013 when the first double payment was made, and you kindly gave me Oct 2013 without payment to balance out the issue. However, I think that since Sep 2013, a double payment has been taken each month. This means that 24 payments of £9.99 have been taken, a total of £239.76.
I have only recently noticed this and had the time to investigate in detail.
Is it possible to be refunded this amount? I think Spotify is an excellent service and I am glad you have recently introduced Running for Android.
Thank you in advance.
Jack
