Premium Video Podcasts Ads Complaint

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Plan 

Premium

Country

South Africa

Device

iPhone 16 pro

Operating System

16.2

My Question or Issue

I am a Spotify Premium subscriber based in South Africa.

According to Spotify’s own support page (“Podcasts and shows” – https://support.spotify.com/us/article/podcasts-and-shows/😞

“Premium subscribers will enjoy video podcasts without Spotify ads, but may experience creator sponsorships.”

Despite this, I received a Spotify Streaming Ad Insertion (SAI) during a video podcast. This was not a creator sponsorship or host-read ad, but a Spotify-inserted advert break.

On 25 August, I spent over five hours with eight different advisors. Every response I received was a generic script about audio podcasts, which does not address my issue. The last advisor even closed the chat without resolving the matter.

This contradicts Spotify’s own published policy for Premium. I request that this be escalated to a supervisor or specialist team to:

1. Confirm whether this is a system error.
2. Correct my account so that no Spotify-inserted ads appear in Premium video podcasts.
3. Consider a credit/refund for the affected period.

As a South African consumer, I am also protected under the Consumer Protection Act (CPA) and will escalate to the relevant authorities if unresolved.

Can a Moderator please escalate this issue internally?

Thank you,