Unable to login to my account; ignored by support

[nahsi]

Plan

Premium

Country

Russia

Device

Web, Android

Operating System

Gentoo Linux, Android 11

My Question or Issue

I have an account with premium subscription.

One day I received a notification that I have to "confirm my email". I distinctly remember that I've already done it soon after creating the account.

A couple of days later I was forcefully logged out from all my devices and was unable to login back. There were no emails in my inbox from spotify with an explanation.

I've tried to reset my password and UI let me do so. From that fact I gather the email is still tied to my account. But there is no emails from spotify in my inbox.

I contacted support several times through email and chat and each time they asked me "4 last numbers" of the card I'm paying premium with, which I provided.

Then there was silence. After a couple of days an email dropped with a request to provide a feedback for the support I haven't received.

I've contacted support six or seven times for the last two months. Every time was the same: 4 numbers - silence - feedback. Issue is not resolved.

Now, I grew tired of this and created a ticket with a request to delete my account. It was ignored. Not even "4 numbers", not even a confirmation of my request received! Nothing!

I want to contact support through chat so it would be hard for support to ignore me, but it seems they either disabled or moved "chat with support" link some place I cannot find.

I will have to contact my bank and figure out how to block spotify from billing me.

This is the worst experience of a public web service in my life. I will try and share my experience of spotify to everyone I know and also take time and share this on reddit and other social networks, hopefully sparing someone from the awful experience I've gone through.

I've have a history of billing and all the emails from support, hope that I would be able to make some sort of an antiadvert with it.

Now, if someone would share with me how a way to contact support through chat I would be grateful. Or perhaps someone from spotify would see this message and help me to delete my account? It would be easier solution than dealing with bank.

I don't need any explanation. I'm not asking for a refund. Please just delete my account.

---
Also I was forced to create another account to post this message...And of course after creating my original message was gone! And I couldn't start another topic - web page was reloading constantly with errors - for another 20 minutes. Good thing I've typed it in vim in anticipation of buggy spotify web UI failing. "An Unexpected Error" was very much expected.

I'm very curious how such an awful product became so popular. Was it better before?

[Eni]

Hey there @nahsi, 

Welcome to the Community and thanks for reaching out about this. 

We're sorry to hear that you've been struggling to recover your Premium account. 

We're afraid we can't close your account, but we're here to help. 

If you didn't get the password reset email or any follow-up responses from the Support team, we suggest that you check your spam/junk folders, or any other filtered folders. Also, make sure to check your inbox for any filters or settings that might be hiding or blocking emails from @spotify. 

In case that you can't find them, we recommend contacting our Support team here so they can take a closer look at your account. Make sure you have a stable internet connection to prevent getting disconnected from the chat.

If you have any questions, just let us know.

[nahsi]

As I alread said: support is useless. Why are you suggesting to contact the support? Didn't you read the post? Support is ignoring my tickets.

[nahsi]

No metion of 'chat' at https://www.spotify.com/uk/about-us/contact/

[rickyzxy]

I have a similar problem too. I had to verify my email and before I could do that, Spotify logged me out of my account and now I can't log back in because I don't know the email of my account, therefore, I can't reset the password and I only know my username. I've tried contacting them but no replies so far.

[Alex]

Hey folks,

We're sorry that you've had such a bad experience so far. As @Eni has said, if you've ever blocked emails from Spotify you might have issues receiving messages from the support team via email. Also, some email providers might filter out any messages from customer support and adverts, so it's good to check if there is such a filter active.

Chat and support over social media would only be available during standard working hours in your region.

We'd suggest creating a new free account, logging in your account page and then contacting the support team via one of the channels. After that, if you provide them with proof that you've been charged by Spotify they should be able to find any active subscriptions and cancel those/ give you access back to your old account.

Note that if you can't provide sufficient proof or can't reply to any of the emails the process can't go further.

@rickyzxy, if you've had created a completely new account and don't know which email address you've used, we'd suggest you Create a new account and start fresh, or follow the same process described above and contact support from the new account.

Hope you find this info useful.

[nahsi]

I created another ticket a week ago.

Support answers me once in two days on average.

I've described the issue I have and a possible reason for that issue, yet I receive the same advice to "check inbox and spam folder" over and over again.

I asked to escalate the ticket to someone competent (someone who at least can read the whole thread before suggesting "checking inbox and spam folders" for the third time) but my request is ignored.

Where should I complain for this to be fixed?

Level 1 support should have some sort of management, right? 

Reference number is below:

ref:_00DD0pxlW._5002o2gKkMD:ref

[CoeHill]

Did this issue ever get resolved for you? I am experiencing something similar. Customer Service just end the chat with me

[CoeHill]

Hi Alex, I am having a similar issue, customer service are not able to tell me why my account is suspended or provide info on what we need to do to move forward and get it back