Double Charges for 5 months

[sonocontenta]

Hello,

Could anybody from Spotify please follow up on case #01722593? I have been waiting for your call since yesterday..

[sonocontenta]

I have been charged twice from April 2014 to present time. Last double charge dates back to August 08th and August 13th. At this point, Spotify owes me almost 50€! As you can see in the ticket history, I talked with a Spotify customer representative who asked me for the following info in order to locate the 2nd account that is wrongly associated with my card:

1. Exact date and time of the transaction, according to your bank statement.
2. The Bank Answer Authorization Code. This is also known as the Transaction Authorization Code or Approval Code.
3. The country of issue of the payment card used.
4. The last four digits of your payment card.

I gave them the requested info and they got back to me saying they cannot locate the transactions and they need the 16 digits number of my card. Still, they don't want it by email for security issue, so they asked me for a phone number to get in touch with me. I replied to that email agreeing to be called and providing them with my mobile number, but I've had no calls or email since then.

This is a very bad customer service. What should I do to escalate this ticket and be called?

Any help is much appreciated!

Thanks.

[Peter__]

When did you get this email confirming they will call you (which is pretty rare!)?

Also, maybe we can lend them a hand by thinking outside of the box. Are there any of your devices you have definitely logged in on before April 2014?

[ReneLedezma]

Hello sonocontenta,

I just saw your plea for help on my post. I'm with Peter that I've never heard of anyone getting phone, real person to person support and if this is true, good for spotify to finally listen to it's customers and pricier a way of actually speaking to someone.

As for how I got my refund, I replied to the first email I received from them after I send them my inquiry through their contact form. It is a do not reply email but I saw on other forum post that this is the for sure way of escalating your ticketand actually getting it looked at. So I did that and it worked. They got back to me fairly quickly. I also always included my case # on all subject lines to ensure that even if they didn't open the email or forum post they could check my account. I also kept all email exchanges and didn't wait for them to get back to me. If it had been a couple of days I would email them to see what was going on.

The problem with my case and most I've seen with double charges is that two accounts were created. By accident. If you had your free trial registered with your Facebook but when you went premium you created a Spotify account their system for some stupid reason sees them as two separate accounts and therefore Bills you twice. If that sounds familiar, get in touch with the two that emailed you and have him deactivate which ever one you don't want which will at least stop the double charges from this point on.

Hope this gives you some insightinto the long and treacherous prices of getting a refund from these people. After I settled my refund case, I stopped paying for premium and don't think I will be going back. Although I still use and prefer the free version of spotify over Pandora and iheart radio.

[ReneLedezma]

Sorry for the typos, I hate auto correct!
*provide
*rep
*process