subscription issue (slightly complex)

[omilton88]

Hi there, I apologise if this subject (or similar) has already been covered.

I have an account (premium) which was registered through Facebook, but to an old account using my current e-mail address. Unfortuately, last week I made the mistake of adding the e-mail address to my newer Facebook account which I would login with my mobile number.

This caused my spotify to log out, and now I have no way of either accessing said Facebook account, or Spotify. I have logged in using an old Spotify free account as I sent this via e-mail and was only told to come here and pretty much repeat a similar long worded message! I sent my original message on 16th November.

I was hoping not to have my direct debit taken out for a new month (I no longer have internet at home, nor do I have mobile internet), but due to this unforseen circumstance that was not possible and in my initial message I stated that I didn't want a payment coming out and I cannot access my account to prevent it happening. I have just seen on my bank statement that a payment has been sent to you guys for a service I'm currently not using! I want to pay again to use Spotify once I have internet back at home and can get what I am paying for. When you have £20 left in your account and half of it is taken out when you've been trying all you can to prevent it from happening is pretty frustrating!

I am generally a happy Spotify Premium account holder but I would be a happier one if I could have my money refunded, and/or account access. I originally wrote this message out in the early hours of 19th November, my internet was strangely reconnected for around half an hour but disconnected again as I pressed the 'Post' button.

Thank you for taking time to read this I really hope you can help me out and I can get my money back, I'm sure you have some way of seeing that my premium account has been inactive since before a payment was taken out!

Regards

[Peter__ · Accepted solution]

Hey! Sorry to hear you are having issues 😞 

If you got an automated email telling you to visit the community, just reply directly to that email (even if it says not to) and it will be pushed to a member of the team who can assist you. I would also advice you to double check your spam/junk folders as sometimes the replies get caught up in those. 

If you have a case or reference number, post it here and I will see if I can get someone to look into it for you.

Peter

[omilton88]

Yeah I did receive one... Okay thanks very much for your quick reply, really appreciated! Hopefully something comes of that, I know it's not much, but I kinda need that money haha

[Peter__]

Don't worry, the Spotify staff won't let you be out of pocket if you haven't been using the service 😉 

If you don't hear back within a few days, post back here and I will poke someone for you to look into it!

Peter

[omilton88]

Fantastic, thank you ever so much!