Complaint regarding Family Plan termination of a 10-year customer on payment due date

[TavoMiguel]

Plan

Family Premium

Country

Peru

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Dear Spotify,

I am writing because my Family account was just cancelled after being a loyal customer for over 10 years.

Recently, I changed my credit card and hadn't updated it on your platform. The payment was due today, November 13, 2024. When I tried to access my account, I received a message indicating that I no longer had an active plan. Upon attempting to update my credit card information on the platform, I found that I was unable to do so.

After contacting support, I was informed that this is your "NORMAL" procedure - if a payment doesn't go through on the exact due date, the account is immediately terminated. This practice seems neither normal nor fair, and certainly not appropriate for customer service.

The only solution offered was to purchase a new plan, which now only includes 4 slots instead of the 6 I previously had. I was told that if I wanted the same capacity, I would need to purchase two additional slots and manually reinvite all my family members who were previously on my plan.

This treatment is unacceptable and reflects poor customer service. The support chat was particularly ineffective in resolving my issue.

I attempted to update my credit card information on the same day the payment was due, but my account had already been terminated.

I strongly urge you to reconsider your user treatment policies to prevent similar situations from occurring to other customers.

I await your response regarding my case. The only information provided via chat was:

'You can share your feedback on Spotify Community at https://community.spotify.com or contact **bleep**. 

Regards,

Gustavo

Former customer (thanks to account termination) since 2013

[TavoMiguel]

Hey @TavoMiguel,

Appreciate you taking the time to post your thoughts about the changes in your subscription here in the Community.

We understand your frustration. Unfortunately, we're unable to restore your previous 6-member Premium Family plan. However, you can re-subscribe to Family or explore other Premium options that may suit your needs by visiting https://www.spotify.com/premium/. 

We occasionally introduce or adapt the plans we offer, based on market demand and opportunity. We have recently introduced a 4-seat Family plan for new Family accounts purchased in Peru. This means that anyone joining the Family plan will now be able to share Premium access with up to 4 people in the same household. Any Family plan managers in Peru who wish to increase their subscription to a six person offering for users living at the same address, can purchase up to two additional seats for plan members.

Thank you once again for your time and we're here if there's anything else we can assist you with. 

[Ivelina]

Hey @TavoMiguel,

Appreciate you taking the time to post your thoughts about the changes in your subscription here in the Community.

We understand your frustration. Unfortunately, we're unable to restore your previous 6-member Premium Family plan. However, you can re-subscribe to Family or explore other Premium options that may suit your needs by visiting https://www.spotify.com/premium/. 

We occasionally introduce or adapt the plans we offer, based on market demand and opportunity. We have recently introduced a 4-seat Family plan for new Family accounts purchased in Peru. This means that anyone joining the Family plan will now be able to share Premium access with up to 4 people in the same household. Any Family plan managers in Peru who wish to increase their subscription to a six person offering for users living at the same address, can purchase up to two additional seats for plan members.

Thank you once again for your time and we're here if there's anything else we can assist you with. 

[PuffyMama]

Plan

Premium Family 

Country

Malaysia

My Question or Issue

I have been a subscriber of Spotify for at least 2 years from a Telco service package. It offered me 6 members in the Family Package. Monthly payment to the Telco was prompt with no issues. Every month on the 20th i will receive a message that the Spotify is renewed with no issues. On 20th Nov, not only I didn't receive the renewal package message, i was informed that my payment failed and now it is reverted to a free plan. Hence my first step was to contact my Telco provider. They provided evidence that my payment was prompt with no issues, subscribing to the Spotify Family plan, and they redirected me to Spotify instead. I logged into my account and saw that i could re-activate the Family plan, which i did. Caught by surprise, i was only allowed 4. Googled for more information and turned out that the Family package has changed. Fair deal for newly subscribed Family package. However there was a note that says, any family package that was subscribed before the cut off date of 12 November 2024 will remain as a 6 member plan. 

"Note: If you signed up for Premium Family before November 12th, 2024, your current 6-member Family plan will remain unchanged."

I got onto a conversation with the Support explaining that i got the details from the Telco that the failure of payment was not their side but Spotify. Regardless of any information, the Support just either transferred me from one agent to another or just repeated that i am now downgraded to a 4 member plan, seeking my understanding. 

This is where i felt de-humanized and not heard at all.

1. If there is a failure of payment and the transaction is between the Telco and Spotify, why can't they investigate this instead of penalizing me? Failure of payment is not by the user but the collaboration between Telco and Spotify

2. I wanted to submit my proof of evidence that on my side, there were no issues, it was not even taken up as a discussion or investigation. 

3. Agent even asked me to purchase one more package for the other 2 members. Is this how you try to increase your sales, by downgrading your customer's existing package and then asking them to buy more? This is really unethical to me. 

3. The last agent even resorted to asking me to either posting to a Community or file a Tribunal at the Sweden jurisdiction. Are you kidding me, on getting me to go to Sweden? 

Spotify, I am truly disappointed that this is the way you treat your customers. I am just seeking to have my previous package restored because I did not request for a cancellation nor did I cause any technical glitch that may have created a payment failure. There was no notification nor given any opportunity to fix the payment failure, but immediately got terminated just like that. This is not acceptable.

For the agents, I thank you for dealing with my case for the past hour. It is tiring for you and I, to repeat ourselves over and over again, over a policy that is not customer oriented.

[PuffyMama]

One of the agent also informed me that there were 2 possibilities,

1.Payment method has insufficient funds available - but the telco told me that everything was smooth and paid

2. There’s a temporary connection problem with your telco provider - why still penalize me as the customer? 

[abramgzh]

My monthly subscription was suddenly said to be not processed. When I wanted to confirm the subscription again for family plan, it suddenly registered me as individual plan. So, I switched it to family plan but realized it now supported up to 4 devices instead of 6 like it used to. what happened exactly?

[myl_617]

Hola, 

Importante: si te registraste en Premium Familiar antes del 21 de octubre de 2024, tu plan Familiar actual de 6 miembros permanecerá sin cambios.

Segun su mensaje, si tengo Premium familiar antes de 21 de octubre de 2024, no iban a haber cambios en mi plan, sin embargo se me ha quitado el premium en este mes y a todos en nuestro plan, a pesar que registramos el plan familiar mucho antes de 21 de octubre de 2024, exijo una explicación

[Edcamara921]

Hola a todos, somos 6 personas en mi familia y quiero comprar Spotify Premium Familiar. Sin embargo, veo que ahora el plan solo permite hasta 4 cuentas. ¿Alguien sabe cómo puedo agregar 2 miembros más? ¿Hay alguna alternativa o solución? Agradezco cualquier ayuda.

Gracias 

[sabotagejugo]

Vengo pagando por Spotify Premium más de 4 años, con un plan para 06 personas a <snip - Moderator Edit> (valor Perú). Hoy me doy con la sorpresa que mi tarjeta no pasa y a causa de ello me obligan a dejar el plan e iniciar de 0 con otro plan que me cobra lo mismo <snip - Moderator Edit> pero me da solo 4 accesos, me siento ESTAFADO.

Plan

Free/Premium

Country

Peru

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Panfih]

Plan

Premium

Country

Perú

Device

PC, Phone

Operating System

Windows 10

My Question or Issue

He tenido Plan Familiar con 6 miembros desde hace buen tiempo, pero ayer, por un error en el pago tuve que actualizar la tarjeta y ahora solo me permite incluir 3 personas más y pagar por las otras dos.

El problema es que hasta antes de tener el problema con mi tarjeta, mi pago era [removed by Mod] por las 6 cuentas. Ahora me están cobrando el mismo monto por 4 cuentas y adicional 20 soles para las otras dos cuentas.