spotify deleted my account and charged me advance annual fee - no reply from customer service

[pisquano]

Here's what's happened

I started a trial of your premium service on the 20th of February. I chose to pay monthly after that using paypal
now, after 1 month
1) my account has been deactivated for no reason - it simply doesn't allow me to log in and doesn't recognise my email [I am writing this using a separate account connected to facebook, as there is no other way]
2) if that wasn't enough I have been charged an annual fee which I never authorized!!!!
ok nobody from Spotify is getting back to me
I have sent several emails yesterday and I haven't received any clarification on the above.
I am TRULY shocked about how poor this level of service is. can I hope at least some moderator in this forum will help me?

Fed

as a reference I opened two different cases (as I had to send more than one email)

Spotify Case # 00598916

Spotify Case # 00596461

[Liam]

Hey there!

Make sure the email responses haven't gone to your Spam box 😉

If you login using an email address, then you login using Facebook. You have to use your username to login.

I shall also escalate this for you 🙂

Liam

[pisquano]

hi Liam - I did try with my username but doesn't work. then I used to procedure to change my password, just in case, and the system says that email is not connected to any active account.

I checked the Spam box. no reply since yesterday.

also, this account I am using now (to post here) is just a free account I tried for a few days with facebook, but then I opened a separate new one (without Facebook) doing a premium trial, and that's the one I can no longer log in to. it's not connected to any facebook so there is simply no way I can log in to it. it has been deactivated

[Liam]

---

@pisquano wrote:

hi Liam

I checked the Spam box. no reply since yesterday.

also, this account I am using now (to post here) is just a free account I tried for a few days with facebook, but then I opened a separate new one (without Facebook) doing a premium trial, and that's the one I can no longer log in to. it's not connected to any facebook so there is simply no way I can log in to it. it has been deactivated

---

What happens when you try to login with the username and password?

Don't use the email address!

Liam

[pisquano]

it says "wrong login/password"

if I then try to recover my password it says "this email is not connected to any active account"

[pisquano]

can I hope in a reply from a moderator here? 

this is becoming sort of a nightmare really....

[pisquano]

up

moderators please respond

[Richard]

The payments team are investigating. They'll get back to you as soon as they're able and explain exactly what's happened here.

Thanks for your patience, we know it's a frustrating situation to be in.

[pisquano]

thanks Richard./

how long is this going to take? I need access to my account and a reimbursement of 11 (!) months of  advance subscription