TRIPLE charged (for $275) and FURIOUS

[penguinrock]

I recently discovered that Spotify has been charging THREE different credit cards of mine simultaneously for a Premium subscription--for a total of $275.47 in duplicate charges.

The customer service reps I worked with (Lanilyn and then Anne) established that one of my cards was charged in a completely unauthorized way and offered to refund me for those charges. However, Anne then claimed that I must have erroneously created a "duplicate" account by signing up via both email and Facebook--and offered me a 12 month premium code as compensation for my "error".

As I pointed out, however, I have only ever had ONE account. I have logged into the billing preferences of that account numerous times over the past couple of years and it has only ever displayed one payment method associated with that account. I did not erroneously open a duplicate account. Rather, the Spotify database is obviously configured in a way that is causing duplicate charges, and that is Spotify's responsibility to rectify. It is insulting for Spotify to try to pass this off as an error on my part.

I made that comment to Anne 12 days ago and have yet to hear back anything, despite having sent 3 follow up emails. I'm furious right now and will consider further options for escalation if I'm not immediately refunded the fully $275.47 I am owed. If this isn't taken care of I will cancel my account; talk to my credit cards to dispute these charges, talk to a lawyer (given other similar complaints on this board I suspect there may be grounds for a class action lawsuit), and talk to an investigative journalist. 

I've had a good experience with Spotify up to now but because of your own errors and lack of accountability you are on the verge of turning me from a long-time customer and evangelist into a loud and relentless critic. The ball's in your court, Spotify. My case # is 02901326.

[kbrooksc]

hey there @penguinrock I'm pinging the Spotify employees who run the community to help you get some feedback here. 

[penguinrock]

Thanks @kbrooksc, I appreciate it.

[MattSuda]

Hey @penguinrock

It's taking a little bit longer to get this looked into. Hopefully soon!

[MattSuda]

Hey @penguinrock

It looks like support is handling this right now.

If you need any further help, post back here. 

[penguinrock]

Thanks @MattSuda. 

I have now received a refund for the duplicate charges from Spotify. Hopefully this will not happen again, but only time will tell; I'll be monitoring my credit card statements closely.

While I appreciate your help in pushing to finally get me my refund, I'm still frustrated with Spotify. I had to spend many hours of my time on this, endure being told that it was somehow my error, as well as paying interest on these duplicate charges--all for a problem that was entirely Spotify's fault. I've gone from being an enthusiastic evangelist to somebody who will caution other people about signing up.

Is there anything that Spotify can do to make me a *happy* customer once more? 

[haggisman]

Me too

[Bellra]

This is also happening to me. Charged 3 times a month on different cards. I provided one credit card initially but no others. I'm closing the account