Account problem

[chill15]

Plan

Free/Premium

Country

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

I have just realised that I have been charged twice for Premium Family since 20 June when I had to change the details of my bank card

[Luan]

Hey, @chill15 
Welcome to Spotify Community and thanks for reaching out here!

If you're seeing two charges from Spotify on your account it could be for a number of reasons.

First, check with your family or friends to make sure someone you know didn’t subscribe with your details. 

There are a few reasons why you might see two charges in one month: 

• Are the charges on two different days? Then you're probably paying for more than one account. We’d recommend checking our support site to learn how to find and cancel any other accounts.
  
• The payment was unsuccessful but appeared on your statement anyway. If we’re unable to process the payment, the funds will reappear on your statement soon. This is all part of your bank/credit card’s authorization process. You can reach out to them for more information. You may see multiple charges like this if you tried the payment multiple times.
  
• If you’ve recently upgraded from Premium to Premium for Family your renewal date may come earlier than usual, possibly in the same month as your previous payment. This is because of the price difference between the two subscriptions. You can check your Premium renewal date on your Subscription Page.
• If you think your details have been used without authorization, please read this FAQ.

If you have any other further questions or need more help, let me know! I'd love to help!

Best Regards,
hezorg

[chill15]

I think the problem has something to do with my change of bank card - I had to update my bank details - which is logical, but since then Ive paid twice for the last 3 months.  My account is in France and what isnt logical is that two of the debits come from stockholm!!

What I'd really like is my money back - what should I do?

[Luan]

Hey again, @chill15 

You can get in touch with the Customer Support team to ask for the refund, but it will depend on your case and if this is applied to it.

Just go on there and answer the questions that best explain your issue and then tap "I still need help". Fill the form and then you'll need to wait for a reply on your inbox. If you get an automated reply email telling you to check the help section or the community, you need to reply back to it, even if it's from a no-reply address.

Support usually replies within 24-48 hours.

You can also tweet to @SpotifyCares on Twitter for help.

If you have any other further questions or need more help, let me know! I'd love to help!

Best Regards,
hezorg