Death of the account manager for a Family Plan, Spotify is Terrible

[ezzelleb]

My wife passed away in October 2020. She was the account manager for our family plan.  I kept her account open because my kids enjoyed her song list.  Now I have decided to close down the last few things still in her name, such as Spotify.  So i reached out and you would think as her surviving spouse I could just have her removed as account manager and make me the account manager.  I provided a copy of the death certificate, etc.  But no.  Spotify required me to close our family plan and then start a new one with me as the account manager.  So after several hurdles and did that.  and now Spotify continues to send marketing emails to my wife to restart her account.  THis after I have provided them a death certificate!!!

I dont know who is in charge of family accounts at Spotify but they seriously need to revisit how they deal with the passing of an account manager and make it a bit more user friendly to rearrange things.  Instead they make it as difficult and insensitive as possible and make you jump through numerous hurdles.  

This whole situation has really soured me on Spotify. 

[Maxim]

Hey @ezzelleb,

Thanks for reaching out. I'm sorry to hear about your loss.

Keep in mind that, when a subscription gets canceled, the account associated with the subscription will continue to exist, since Spotify also has a Free plan. If you'd like to close the account, you can reach out to Support here.

Additionally, you can check the emails from Spotify if there's an unsubscribe link at the bottom of the email.

I hope this helps!

[ezzelleb]

Im sorry but if a company is provided a death certificate they should close all associated accounts with that person.  Thats how banks work, credit cards work, utilities, work, etc.  Ive had to handle 2 estates in the past 5 years, my wife's and my mom's.  But not Spotify.  They make you jump through hurdles, etc.  You would think a business would want to make things simple when a family is dealing with the business matters of a deceased person but not Spotify.  Also I still do no understand why I could not simply replace my wife as the account manager on our family plan, would be seamless and easy.  But no, had to cancel the existing family plan just to set up a brand new one.    Again Spotify really needs to revisit their procedures when a customer passes away.   And finally, how do you justify Spotify continuing to send marketing emails to a person for whom they have been provided a death certificate for??????

[ezzelleb]

and again, have received yet another marketing email to my wifes email even her account is now closed.  please explain why, after being provided a death certificate, after closing her account, they continue to send marketing emails to her email.  please explain why

[Maxim]

Hey @ezzelleb,

Thanks for getting back.

I’m really sorry to hear about what you’ve been through. I can only imagine how frustrating this whole process has been, especially given the circumstances.

While I don’t have a way to directly change anything myself, I’ve passed this on to a Spotify Community Moderator so they can take a closer look and ensure your feedback reaches the right teams.

I know this isn’t the kind of situation anyone wants to deal with, and I appreciate you taking the time to share what’s happened.

[ezzelleb]

Thanks, see the attached screen shot from my wifes email account.  They have the death certificate, the account has been closed have requested to be removed from the email list, yet they still send emails.  Ridiculous.