Why i have been charged?

[Nooräy]

I dont have the premium. I dont see any subricptions on my page? 9.99e charged by spotify every month? WHAT I HAVE TO DO? 

[Peter__]

If your account is still showing as free then you have not logged into the account you have upgraded. Double check your details, its amazingly easy to accidentally have two accounts, one with a Spotify username and another using your Facebook details. The username of the account you have upgraded is shown in the email receipt/confirmation. You need to log in using that username unless it is a number in which case you need to log in using your Facebook details. 

If you can't find your account or you have subscribed on the incorrect account, don't subscribe again as you might be billed twice, instead get in touch with the customer services team directly using the online contact form and they will be able to lend a hand.

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.

Alternatively, if you prefer support via Twitter, please tweet @SpotifyCares.

[BadCustService]

My card is being fraudently used and Spotify won't even contact me or reply to emails. This is hands down the worst customer service I have ever received.  

[Josh]

@BadCustService Did you use this form when you contacted Spotify? 

[BadCustService]

Yes, multiple times...and received multiple replies, but no action.  I have emails from multiple people, but nobody ever does anything.  My credit card is being charged, there is no email I have associated with a premium account, they tell me they will call to get my full card number...nobody ever calls. I am pretty furious at this point and have wasted hours trying to resolve this.  

[Josh]

@BadCustService Do you have a case number for the emails you sent in? Sorry for the delay, hopefully i can get someone to look into this for you 🙂

[BadCustService]

ref:_00DD0pxIW._500D0kRfpE:ref 

A few emails later I was left hanging...so I started a new issue using my old email address.

ref:_00DD0pxIW._500D0kSGcO:ref

[Peter__]

How long ago did they say they would call?

If your card has been used fraudulently, I would almost be tempted to just ask your issuer to cancel and re-issue the card as whoever stole the details will most likely strike again.

[BadCustService]

I want to know what email address it is associated with, so I can figure out definitively that it has been stolen.  Why have people told me they would call and never call??? And I don't want to get a new credit card, which will entail many more hours wasted on this (i.e. getting all my autopay things set up, etc).  

[BadCustService]

I will get a new card if I have to, but I'm beside myself why I haven't been able to be helped appropriately and been provided the account that my card is being used on.  

[BadCustService]

At a minimum, I want a refund on my card for the sh*t I've been through.

Embarrassed to be Swedish right now...

[Josh]

Hello again @BadCustService,

I've asked someone from Spotify to look into this for you 🙂 Sorry for the delay, just keep checking your inbox (including your spam folder) for a response.  

[Greg]

---

@BadCustService wrote:

At a minimum, I want a refund on my card for the sh*t I've been through.

Embarrassed to be Swedish right now...

---

Apologies for the long delay and any frustration caused. 

We'll be in contact with you very shortly about this.

[BadCustService]

Thank you Greg; however I'm on day three of a credit card hold and still nobody has said or done anything to actually address my issue. This is one of those cases where a person is being done wrong, and I hope that Spotify and its reps can learn from it. Please have someone contact me or this is going to get a lot worse than me ranting in a forum. Thank you.

[Greg]

Hey @BadCustService 

I'm very sorry this hasn't been resolved yet.

You should receive an call in the next hour. 

EDIT: Just remembered you're in the West cost, so we won't call just yet!

(We're in the UK) 

[Peter__]

Just checking in @BadCustService , did you get that call?

[BadCustService]

Yes, someone did finally call me, and it was established that my card was being used fraudulently. The Spotify charges were the only nefarious charges over the last two months, so I think there is a significant chance that there was some kind of security breach on Spotify's end. The customer service rep did not agree. Anyway, my credit care got cancelled, the charges were reversed, but when asked if I could have some kind of credit for what I had been through, I was denied. It is not hard to recognize that my case wasn't handled in a timely fashion, but Spotify doesn't seem to care about that.