I am being charged £9.99 for Spotify Free

[mattology]

Hi guys

I have been charged £9.99 twice (on 27 July and 27 August).  I have 2 accounts (username mattology and mattoakman) for some reason, but both of them say I am only using Spotify Free.  I did take up the Premium trial in June but cancelled it before the end of the 30 day trial as I wasnt using it.

Please can someone tell me how I can get the £19.98 refunded and more importantly, stop being charged going forward

Thanks a lot

Matt

[Liam · Accepted solution]

Hi there, and welcome to the community!

It sounds like you've been affected by an annoying bug that causes people to still be charged after they have cancelled their trial.

Just submit a ticket to the payments team using the Support Form 🙂

Liam

[Matty_Oakman]

Hi Liam

Thanks so much for the link - much appreciated.

Matt

[Liam]

No worries 🙂

Liam

[mattology]

DEAR SPOTIFY

I have had an email back from you telling me to read through the forums for a solution! This is bollocks and an absolutely awful customer experience.  Please can someone either resolve this issue and send me confirmation or call me (mesage for my number) to discuss.

If I do not hear back in 24 hours I will contact my bank and the press as this is completely illegal. You are stealing £9.99 from me each month.

Matt

[Joe]

Hi Matt. If you reply to that automated response, it will be dealt with by one of the support staff. Don't worry that it is from a "no-reply" address.

[mattology]

Thanks a lot Joe, I appreciate it.

Sorry to sound so moany, but I am finding this incredibly frustrating

Matt

[Joe]

I think it's called "frustration". No need to apologise. If you haven't heard back by this time tomorrow, drop the case number here and I'll try to chase things up.

[Papsejeva]

Hello. I have been charged fot 6.99 euros for using Spotify but I haven´t agreed on anything that gives Spotify any rights to get money from my PayPal account. How is it possible?? What is worse - nobody is giving me any answers via email! I have already contacted my bank and PayPal team as well.

I think this is unacceptable behaviour from Spotify´s side.

Not goor for your reputation at all!

Regards,

Papsejeva

[Peter__]

Hey @Papsejeva 🙂 

Spotify wouldn't be able to withdraw funds from your PayPal account if you didn't go through the subscription process at some stage, since you are required to log into paypal to authorise such a payment. Is your account showing as premium/unlimited on your online overview? 

If you got in touch via the online contact form with the customer serivces team, you will have got an automated email reply with a case number in it. If you reply directly to that email (even if its from no-reply) it will bump your case in the system and push it to an advisor for you. 

Peter

[Papsejeva]

Hi,

I already deleted my account as I am not interested of Spotify as there is no music that I am/ws looking for.

I already got an answer from Ebay that they will solve the problem with unauthorized payment.

BW,

Papsejeva

[Boxallryan]

I too took out the spotify free trial and cancelled within the month as i found i did not use the service enough. I then noticed that £9.99 payments were leaving my account each month. I used the spotify email form however never got a response and assumed wrongly that the issue was sorted. I have now noticed that payments are still being taken more than 4 months after i cancelled. My spotify account states that i am on the free service. As i have had no replies form the email form i am hoping that someone will reply to me on here instead to sort this out.

[Peter__]

@Boxallryan Can you get in touch with the customer services team directly using the online contact form and then let us know the 8-digit case number you get in the automated reply? We can ask someone chase it up to make sure you get a reply.

If you get an automated email reply back directing you to the community or help pages, you need to reply directly to that email (even if its from no-reply) and one of the customer services agents will get back to you as soon as possible.

[Boxallryan]

Spotify Case # 01318885    here is The case number i got back from my automated reply. i have also finally had a reply to my case. The suggestion was however that i have another account but i know this not to be the case.

[Peter__]

Support will take it from here in that case, just keep replying to the emails until it's sorted. 😉

[user-removed]

Hi,

I am having the same problem as lots of other people on here - ive been charged £9.99 when i am only only spofty 'free' i have emailed twice about this now and all i get is the same email saying 'the forums are your first port of call, that will resolve your issue. ive also tried logging tickets on the forum and nothing. please can someone help me? its been over a week now and im going round in circles and Im worried that the same thing will happen again next month. how can I get this fixed?

thanks

[Peter__]

@user-removed - Just reply to the automated email which pointed you to come here (even if it is from no-reply) and a member of the support team will be in touch as soon as they can.