paid premium account but don't get it

[lieblingsmaedch]

Hi,

i've a premium account and it worked for month. Spotify debit my bankaccount without any error. 

But since yesterday i have to listen and watch to advertising and the mobil service isn't working any more on all devices.

I don't have two accounts or something, my account is linked to the facebook account wich is also connectet to this account.

I allready tried to reinstall the spotify app but spotify still says i have to upgrade.

On the Homepage it says:

Subscription status

You have got an active subscription.You subscription will automatically change to Spotify Premium on 2014-01-31 and you will be charged 9,99 € unless you cancel recurrent payments.

German......

Guten Tag,

ich bin nun bereits seit langer Zeit Spotify Kunde und immer wird der Betrag pünktlich von meinem Konto eingezogen.
Nun musste ich heute aber feststellen, dass mir plötzlich wieder Werbung eingeblendet und eingespielt wird.
Habe bereits die Software auf meinem Laptop deinstalliert und danach wieder installiert. Ohne Änderung!
Mein Spotifyaccount ist mit meinem FacebookAccount verknüpft, mit dem ich auch hier angemeldet bin.

Abonnementstatus

Du hast ein Abonnement für . Das Abonnement wird am Spotify Premium automatisch auf2014-01-31 umgestellt und dir werden 9,99 € in Rechnung gestellt, wenn du es nicht vorher kündigst.

[Jamie]

Hi there,

Thanks for reaching out to us.

From looking at  our system I can see that you're paying for Spotify using Sofort-Dauerauftrag but it appears that the payment on that account has been paused. Please get in touch with Sofort-Dauerauftrag and they should be able to help get you back up and running.

[lieblingsmaedch]

There is no pause.

Like you can see, there was a debit on my account just yesterday. also i paid in december for january and even if there where a pause (wich isn't like you can see in the picture below) it is not acceptable that i don't get the full service.

[lieblingsmaedch]

Here are IBAN: DE94 7001 1110 0003 0195 35 and BIC: DEKTDE71002 from the "Dauerauftrag"

[Jamie]

The account linked to your Community profile has had no payments since the 30th of December. As you have been charged today it's very likely that you have inadvertently created a second account which has an active subscription. This may also be the reason that your payment has been paused on the account linked to your Community profile. 

In order for us to get to the bottom of this issue, could you please get in touch using our online form where one of our German speaking advisors will be happy to help get to the bottom of this for you. If you receive an autoresponse, just sent an email directly back and someone will be in touch ASAP.

[lieblingsmaedch]

there is no new accout! the "dauerauftrag" was yesterday not today. and i didn't change anything.

i want my money back. Sofortüberweisung told me that there has to be a problem on your side.

[lieblingsmaedch]

I also allready send an e-mail via the form yesterday and no one has answerd!

[Jamie]

If you could let us know the case # you were sent when you contacted us then we'll get this looked into for you. Thanks.

[lieblingsmaedch]

I used this Email: kundendienst_de@spotify.com

you should def. install an hotline!

[lieblingsmaedch]

I send a second Mail via the Form.

Case ID: 

01212311

also recived an Email from Sofortueberweisung. They said that there isn't even a way to stop the paying from there side because i send the money directly to spotify (like you can also see in the bank account data above)

[mjh1]

Hi there,

I've had Premium subscription for years now - I deleted the Spotify app from my iPhone and have reinstalled it recently only to be told that I now only have the "Free" subscription.

The payments are still coming out of my account, so could you let me know how to rectify this please?

thank you,

M

[Joe]

It sounds like you may have logged in with the wrong details - it's too easy to log in with a username instead of facebook credentials and vice-versa. Have you tried both?

[Sam]

@mjh1 If you could contact the accounts team here, they'll be able to get it up and running. Once you've emailed in, please reply with your case number below.

[lieblingsmaedch]

Case ID: 

01212311

get an answer yesterday and it seems the girl didn't even get the problem. after i replayed didn't get any answer...

perfekt. 😕

[Joe]

Things always take a little longer over weekends. You should hear back shortly.

[lieblingsmaedch]

awesome... so thank you, that i can't use my premium service even if i paid for it...

because it's weekend.

i'm so happy that i'm a good paying customer since over 1 1/2 year and spotify just cancelt my premium because of their fault and even without giving me a message... this is so great. i love this company and the perfect service here

[Joe]

I'm pretty sure that if the error was on their part, they won't want you to lose out. This does need to be resolved by the account team so, unfortunately, there's nothing anyone else can do to help.