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Double billing for over a year

Double billing for over a year

Plan

Premium for Family 

Country

Buenos Aires, Argentina

 

Device

(iPhone 7)

Operating System

(iOS)

 

My Question or Issue

Hello I'm Flor from Argentina, I'm added to my dads family plan. I have done this through his invitation last year, but I realized that I have been also charged for those months until now (still happening) a premium single plan from my credit card also. I want to know how can I stop that and get a refund for that. I have made sure that premium family is the only plan I have in my account.

 

Can anybody help me with this?

Thank you. I don't know how to get in touch with Spotify, 

 

Reply
6 Replies

Hi there @FlorViceconte,

thanks for reaching out to the community !

 

I would offer visiting this help page which holds all info needed on unexpected charges.

Specifically all the steps provided under the "Do you have more than one Premium account?" section.

 

After this was cleared, you can cancel any unwanted subscription you may have.

Bear in mind that if you do have more than one subscription, it's important to double check you're canceling the correct one.

 

You can also read all about refund eligibility on this info page.

 

Hope this helps.

Let me know if you have further questions 🙂

Hello There ! Thank you very much for your quick response. I have already donde that before adding my account to the Family Plan, so the only Plan I have for the past months is the Family Plan, that's why I decided to try to reach Spotify as I have been billed for a single premium account on my credit card as well as the family plan on my dads credit card.

Do you know how I can ask for them to help me and explain why is this still happening? I'm attaching the image of my account displaying this info of the Family Plan. 

Thank you again . Flor 

Captura de Pantalla 2020-04-30 a la(s) 12.19.03.png

Hi @FlorViceconte,

 

You have mentioned being charged on your credit card and your debit cards ?

 

If that's the case, it seems like you've created a Premium subscription account with one card and upgraded another account with your debit card.

 

Please view this support page for further info and this one for refund eligibility.

 

Let me know how it goes 🙂

Hi  I appreciate your help.

 

Not exactly. I had previously for 2018 a Premium Individual account that was paid through my credit card.

Once my parents got accounts we all unified through a Family Premiun Plan that has been paid since 2019 with my dad's credit card. But I realized that the Premium Individual billing has also been charged on my card throughout the same period of time. These are two different cards one is my dads (Family Plan) and the other is mine (Premium Plan), for me to get into the family plan I had to cancel my subscription through the settings of my account which I did. That is why I don't understand the double billing.

I will attach again a caption of my profile which clearly says: PREMIUM FAMILIAR (FAMILY PREMIUM) and it shows my dads account which is the owner of the Plan . I also got to see today that on my iPhone Spotify app on the settings I see my account as PREMIUM only but I don't know why.

 

I hope you understand my English. Thanks again for the help, I would to get in touch with Spotify. 

 

Flor. 

 

Spotify on Iphone.png
Computer Spotify .png
Family Plan.png

Hi @FlorViceconte,

thanks for providing all this info !

 

It seems like you might have upgraded a second account as this is the only way you'll get charged.

 

Please make sure to use all of the above support pages i've added in order to make sure you do not have more than one active account.

Try entering all possible email addresses and credentials you may have used.

 

In addition, if needed, the refund page has an option to contact support for them to take a closer look at your account.

Bear in mind if you indeed end up reaching out to support, it might take them a bit more time to respond due to the current Covid-19 global situation.

 

Hope this shed some light 🙂

Sorry for the delay  . Thank you so much for your responses.

 

I always loge-in through my facebook account in both computer and iPhone. So it's a unique email address. 

I will try to contact through the refund page and I will let you know.

 

Thanks a lot.

Flor 

 

 

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