Spotify Payment / Accounting System Failure

[jliubinas]

Hi,

I had been using the Spotify Premium Trial for three months. To do this I had to provide my credit card details. I was given a prepaid gift voucher for six months that I was told should be used when my trial period expired.

I started getting messages that my credit card had been accessed by Spotify but payment denied. I had set my card Specifically to do this so I could use my gift voucher.

So after redeeming the voucher for a further 6 months I still kept getting messages that my monthly paymeny was declined. But now my access to Premium has been removed despite redeeming the six month voucher. Duh!

And what really annoys me is that Spotify DO NOT allow direct access to anybody who can give me an explanation or REVERSE THEIR ERROR!

NOT happy with the standard of service at all. It seems they want people on the hook with automatic debits and ignore prepaid if one chooses to opt for that path. 

I hope one of the staff at Spotify finally read this and provide a solution. If not I will demand a refund for the 6 months and go to their competitors insted.

Not happy at all.

[Jacob]

Hey @jliubinas, welcome to the Spotify Community!

Could you check two links for me and let me know what you see?

The first one is your subscription page, and I'm interested to know what it says about your subscription (Free or Premium): https://www.spotify.com/account/subscription/

The other link to check is your receipts panel. Could you let me know if you see the 6-month prepaid voucher here: https://www.spotify.com/account/subscription/receipt/

Looking forward to your response 🙂

[jliubinas]

Hi Jacob

Answer to both questions below.

My subscription says:

"Premium paused"

My receipts panel acknowledges receipt of payment and gives me a reference number as below. So they have my money but won't provide the service. 😞

Receipt for order 515465118609075-1

Then they don't even have a direct line of approach to query same which sucks big time. Very poor service from Spotify given that their financial accounting system is faulty!

[Jacob]

@jliubinas,

All you need to do is get in contact with Spotify support and their Accounts team can take a look backstage. The easiest way to contact them is by messaging SpotifyCares on Facebook or Twitter. They usually respond within 48 hours!

Please let me know if you need help with anything else 🙂

[jliubinas]

Hi, thanks for the guidance. But i don't have a twitter or facebook account.

So it is still very poor service for spotify not to have direct access to
this important aspect of any customer / business relationship

[Jacob · Accepted solution]

@jliubinas,

If you don't have Twitter or Facebook, you can also contact Spotify using your email through this online contact form: https://support.spotify.com/contact-spotify-support/

[jliubinas]

Yes thank you. Your help finally allowed me to fix the issue in a few minutes. Much appreciated