Infuriated customer

[luis-sifuentes]

I am incredibly unhappy with Sptotify from the last few months. A little more than a month ago, me and my family decided to set up a Premium Family account. I had no problems creating the account and inviting them to it. A few days later, I got a notification that something went wrong and I needed to update our payment information. I did as told, and then got a message that read "Oops, your bank must be having a bad day" or something to that effect. I tried every single card we own, several times, and nothing seemed to work. I tried to get help through support, they told me several strategies, none of which worked. Eventually, they gave me one month of free premium for me while the team checked some things about my account, which is nice, but my famiy was left without its music, and we listen to music quite often. They told me to wait three days in the meantime and try again. I did as told once more, and still nothing. So we basically just gave up and I enjoyed my free month. However, as my free premium period's end is approaching, we decided to give it one more try. We tried the same credit card again, and it didn't work. We tried a debit card and it finally worked! So I sent my family invitations. Now, we all sat together so we could set it up, and oh surprise, I typed in the exact same details I typed initially, and it couldn't confirm we live in the same address. I decide to take a look on my profile, see which details I could've mistyped. My account was set up through Facebook, so there isn't any ZIP Code, my name isn't even listed so I don't know if it's just my first name and last name or my middle name, too. I looked up that topic here and said I need to modify my details on Facebook... but it would take a few days for it to show up on my Spotify profile... So here I am again, waiting. I really cannot describe the amount of stress Spotify has caused me. I really hope I can get some sort of compensation, as your service has caused me nothing but problems and I am undescribably disappointed in your service.. More importantly, I implore you to make topics like payment and premium family accounts troubleshooting easier and faster for users, for apparently I am not the only one having these kinds of problems, and you leave us all waiting here for things to change.

[MonicaM_Bogota]

Hi, @luis-sifuentes!

Welcome to the Spotify Community.

Currently, it's not possible to verify or edit the address that you registered when you subscribed to Premium for Family. Don't worry, our Accounts team can take a closer look at this. You can get in touch with them from any of our social media help sites: @SpotifyCares on Twitter and Spotify Cares on Facebook. Just send them a private message with your account's email address and username.

You can also use our Contact Form to get email support.

Don't hesitate to create a new thread if you need us again.