Manage subscriptions purchase

[CDWe11s]

So I'm trying to help out a coworker before her wedding. She purchased Spotify premium through her Apple ID under manage supsriptions.
The problem is that her Spotify account still says free, not sure what account it paid for the subscription at this point.
We've tried everything under the support screen about logging out and logging back in, tried her Facebook account and even tried using her Apple ID info to see if that would work and to no avail.
The email back from Spotify was honestly a joke, they copied and pasted our message sent it back and just gave links to the same things we've already tried.