e-cards not delivered, credit card charged, no help from customer service

[djm52]

I ordered gift subscriptions which were not delivered.  I have gotten very little help for Spotify Customer Service.  I am pasting below the emails I have sent them, and a post I made which was never answered.  If anyone knows how I can get this resolved faster that sitting around waiting for them to give another unhelpful reply to my email, I'd appreciate it.  These were, after all, intended as Christmas gifts.  Do they have a phone number?

Thanks.

PS - below I changed names and reference numbers to xxx, yyy etc.

********************************

WTF, Spotify?????????  This is really shoddy treatment of a customer.  I haven't received an answer to this.  If you don't answer you are going to leave me no choice but to file a dispute with MasterCard.

My bank tells me the transaction code for this is xxx.  The reference numbers are xxx, yyy, and zzz.

When will this be resolved?

Dan xxx

-----Original Message-----

From: djm52 <djm52@xxx>

To: support <support@spotify.com>

Sent: Fri, Dec 28, 2012 6:08 am

Subject: Re: Buying or Redeeming E-Card [ ref:_00DD0pxIW._500D0MP81p:ref ]

I do have the email/username info.  This is the first time I have been asked for it.  I hope I don't have to go to the bank records:

my username: djm52

my email: djm52@xxx

emails 3 gifts were to be sent to: xxx@gmail.com, zzz@aol.com, yyy@yahoo.com

date: Dec. 24, approx 11:00 am Eastern US time

Thanks in advance for your prompt attention to this matter.

Dan xxx

-----Original Message-----

From: Duncan Berry <support@spotify.com>

To: djm52 <djm52@xxx>

Sent: Thu, Dec 27, 2012 11:00 am

Subject: Re: Buying or Redeeming E-Card [ ref:_00DD0pxIW._500D0MP81p:ref ]

Hey,

In order to locate these codes, we'll need to track down the payment

transaction. If you do not know the username of the account, or the email

address used, we will need the following details related to the payment

transaction:

1) Exact date and time of the transaction, according to your bank statement

2) The 'Bank Answer Authorisation Code'

Unfortunately this code is not visible on your bank statement. You will need to

contact your bank for this information. The 'Bank Answer Authorisation Code' ,

sometimes called the "Transaction Authorisation Code" (TAC), is a unique

6-figure code that every transaction processed with credit card must have.

If you could supply us with these transaction details we'll be able to locate

these for you

Thank you

ref:_00DD0pxIW._500D0MP81p:ref

-----Original Message-----

From: djm52 <djm52@xxx>

To: djm52 <djm52@xxx>; support <support@spotify.com>

Sent: Thu, Dec 27, 2012 10:20 am

Subject: Re: Buying or Redeeming E-Card [ ref:_00DD0pxIW._500D0MP81p:ref ]

?????

Any updates on this?  Please...

Thanks,

Danxxx

-----Original Message-----

From: djm52 <djm52@xxx>

To: djm52 <djm52@xxx>; support <support@spotify.com>

Sent: Wed, Dec 26, 2012 10:21 am

Subject: Re: Buying or Redeeming E-Card [ ref:_00DD0pxIW._500D0MP81p:ref ]

I just learned that the code on the one email I cite below is the one that xxx has in his email.  So it looks like the other two are MIA.

-----Original Message-----

From: djm52 <djm52@xxx>

To: support <support@spotify.com>

Sent: Wed, Dec 26, 2012 8:57 am

Subject: Re: Buying or Redeeming E-Card [ ref:_00DD0pxIW._500D0MP81p:ref ]

Yesterday (Christmas Day) I received one and only one email confirmation, for order xxx. 

I gave three gifts:

xxx, yyy, and zzz.  I heard that xxx received something.

yyy definitely did not get anything. I have not heard from zzz.

I appreciate your prompt attention to this matter.

Dan xxx

-----Original Message-----

From: Spotify Support <support@spotify.com>

To: djm52 <djm52@xxx>

Sent: Wed, Dec 26, 2012 5:02 am

Subject: Buying or Redeeming E-Card [ ref:_00DD0pxIW._500D0MP81p:ref ]

Hi there,

Thanks for getting in touch.

I can see that 3 purchases appeared to have been made but am unable to locate the codes.  Even if the GiftCard is intended for someone else you will still receive an email receipt, so as long as you entered the email address correctly then they should have been received correctly.

If any of them have not been received then please let us know and we will be able to look closer into this for you.

Kind regards,

Nab

Spotify Customer Service - Cambridge

Follow our customer service team @spotifycares for all things Spotify

djm52

New Poster

djm52

Posts: 1

Registered: Monday

Missing or Wrong Confirmation Emails

Options

Monday

4 days ago I sent a gift to my son with instructions to email him on Christmas Day.  The email I got that day doesn't mention my son at all, and looks like I sent the gift ecard to myself.  Will he get an email?  Also, an hour ago I ordered two more gift ecards for other people and have not reveived a confirmation (yes, I checked the spam folder).  Is the gift ecard feature working?

[Peter__]

You are in touch with the right people, I don't see what more support the community can give you on this issue. 

The team will be able to get to the bottom of this for you, and they won't leave you out of pocket. 

Peter

[djm52]

OK, thanks.  It's too bad they f*d up my Christmas gifts but it's good to know they might make it right eventually.  Hope my friends get a discount 🙂  They deserve it.

[Jcollicutt]

Well december 25 th and the 3 month membership for my son never showed up to his email. But it did come out of my bank. WTF........