Spotify support for the elderly

[Belphins]

Hi Team,

I have contacted Spotify support for assistance with my 76 year old Father's Spotify subscription as he has only recently realised that he is being billed twice for his subscription. Via both Paypal and Spotify directly.

As expected, my Father types very slow for his age, and he tells me that the thought of having to participate in an online chat is intimidating for him. Therefore, he has asked me to follow up on his behalf. He has sent me the original confirmation emails from both of the payment methods.

During my chat session with support, I was asked if my Father was present with me to which I answered honestly and said no. I was told on the chat that my Father would have to be with me on the chat session for security reasons and that no further support could be give. I could have easily had said yes and successfully answered any challenge questions that could have been asked. But I now have to provide Spotify with a false sense of security by arranging for my Father to be physically in the same room while answering questions from support with information that I already have now.

I recognise the need to validate all users engaging with support teams before interactions take place so that personal information is not incorrectly disclosed. The current process is flawed and I am hoping that it can be amended to take better care of elderly customers, and for those following up on behalf of those customers.

Meanwhile, my Father's billing issue is still unresolved and I have to arrange to meet with him so that we can sit around the same keyboard and engage support again.

Sincerely,

Brad

[Mihail]

Hey @Belphins,

Thanks for reaching out to the Community.

We're sorry to hear you and your father are having these issues will be glad to help out. Regrettably us Community Moderators don't have access to user accounts and can't make any changes there.

We have however made this Spotify Answer about the most common causes for when a user notices more than one charge. If that doesn't help, we recommend that you reach out to our Customer Support team once more using one of the channels here. It's a good idea to also have screenshots of the payments ready.

Keep us posted! We'll be happy to lend a hand if you need more help.