Formal Complaint Regarding Spotify Duo Address Verification Process and Customer Support Advice

[Tamacazi]

Plan

Duo

Country

Uk

Device

IPhone 15, IPad

My Question or Issue

Dear Spotify Customer Support,

I am writing to formally complain about the address verification process for Spotify Duo and the advice I received from your customer support team.

While attempting to add my partner to my Spotify Duo subscription, I was required to enter my residential address. However, my actual address does not appear in your system’s list of available addresses. After following several troubleshooting steps suggested by your support representatives, I was ultimately advised to select the nearest available address, despite it being located in a different town and not representing my actual place of residence.

I find this recommendation concerning for several reasons:

1. It requires customers to provide inaccurate personal information in order to access a service they are paying for.
2. It undermines the purpose of address verification for Duo accounts.
3. It raises potential privacy and security concerns, as account information would no longer accurately reflect the user’s actual address.
4. It places customers in a position where they may unknowingly breach Spotify’s own terms and conditions by entering incorrect details.

I believe the appropriate solution is for Spotify to correct and improve its address database and verification system, rather than instructing customers to provide false information.

I would appreciate a formal response addressing:

• Why my valid residential address is not recognised by your system.
• Whether Spotify considers it acceptable for customers to enter inaccurate address information.
• What steps will be taken to correct this issue and prevent similar problems for other users.

I have been a paying customer and expect a system that accurately accommodates legitimate addresses and customer support guidance that complies with Spotify’s own policies.

I look forward to your response and a satisfactory resolution.