20:29, Jan 5

You: I just checked my bank statement and got a shock to learn that I am being charged twice by spotify, one
every 13th of the month, and another one every 20th.
20:29, Jan 5
Bot: << Sent Rich Content >>
20:32, Jan 5
Bot: Thanks. Hold tight while we take a look…
20:32, Jan 5
Bot: We can help with your account payments.
20:32, Jan 5
Bot: This is the account you're logged in with:
Email: pcf.teachereva@gmail.com
Display name: pcf.teachereva
Username: pcf.teachereva
Playlists: 29
20:32, Jan 5
Bot: Here are the latest charges on your account:

SGD 9.9 - Sat Dec 10 2022

SUCCEEDED

SGD 9.9 - Thu Nov 10 2022

SUCCEEDED

SGD 9.9 - Mon Oct 10 2022

SUCCEEDED

20:32, Jan 5
Bot: Are you contacting about one of these payments?
20:39, Jan 5
You: No, a different charge
20:39, Jan 5
Bot: It's possible you might have been charged from another Spotify account.

Enter any other email addresses you may have signed up to Spotify with, other than
pcf.teachereva@gmail.com:
20:39, Jan 5
You: I am charged every 20th of the month also
20:39, Jan 5
Bot: Thanks! Here's what we got: I am charged every 20th of the month also

Is this correct?
20:39, Jan 5
You: Yes
20:39, Jan 5
Bot: Do you have a merchant reference number?
You can find this on your bank statement (it starts with P0/P1).
20:40, Jan 5
You: P1FA378416
20:40, Jan 5
Bot: An advisor is best to help with this.
20:40, Jan 5
Bot: Connecting you to an advisor now.

Our advisors aim to get back to your messages within 5 minutes. If you can’t stick around, you can return to
continue later.
Info: Bhavesh G is now connected and reviewing your question. They’ll message you shortly.
20:40, Jan 5
You: this one dated 20th Dec
20:40, Jan 5
Bhavesh G: Hello there! Bhavesh here, a live agent and I'd be happy to assist you today. Let me just read
your case for a minute.
20:41, Jan 5
You: Im really upset over this its so happened checked my bank statement and to my surprise I am being
charged twice
20:41, Jan 5
You: i can only backtrack up to 6 months of my bank transaction history so i am not really sure how logn i
have been charged twice
20:42, Jan 5
Bhavesh G: I understand that you are being charged twice every month and you want to know why. Don't
worry I'm here ot help you with this.
20:42, Jan 5
Bhavesh G: Just to confirm, is this the email address that you have Spotify account with
pc**********va@gmail.com?
20:43, Jan 5
You: yes
20:43, Jan 5
Bhavesh G: Thanks for confirming. Please allow me 2-3 minutes while I will look into your account.
20:45, Jan 5
You: these are the other charges every 20th of the month that I can track in my bank statement: P1FA378416
(Dec), P1EFFA5640 (Nov), P1E696EAFA (Oct), P1DD509BBA (Sept), P1D37809A3 (Aug), P1C9F74F4A
(July)
20:46, Jan 5
Bhavesh G: I have checked with your account and I can see that you are being charged with 1 month
premium on your main account. After checking with the merchant reference number that you shared I was
able to find one account. Can you please tell me if you recognise this email address
my***************ty@gmail.com.
20:46, Jan 5
You: yes this is my old email
20:46, Jan 5
You: by the way, i am charged for $10.18 not $9.9
20:47, Jan 5
You: will you be able to track when i was charged at my***************ty@gmail.com?
20:47, Jan 5
You: I dont use this spotify
20:48, Jan 5
You: my bank statement can only check up to 6 months
20:48, Jan 5
You: beyond that i cannot check anymore
20:48, Jan 5
Bhavesh G: Thanks for confirming, upon checking I can see that the account is created via Facebook and you
must have had a confusion with both the account and you got the premium on the old account also.
20:49, Jan 5
Bhavesh G: I can only see the charge for 9.90 SGD and not anything extra. Can you please help me with the
screenshot of the charge.
20:51, Jan 5
You: [PNG]
20:52, Jan 5
You: i guess i just paid for something i am unable to use so i want to also cancel the other spotify account
just to maek sure i wont be billed twice anymore
20:53, Jan 5
You: [PNG] for dec billing, one in 13th, one in 20th
20:53, Jan 5
Bhavesh G: Thanks for the image, I have checked with the backend team and i can offer you a refund for the
last 3 months and also cancel the premium so that you won't be charged in future again. Would that work?
20:53, Jan 5
You: yes i dont have any choice though
20:54, Jan 5
You: this is quite upsetting, i may have been paying spotify for many yrs twice, without the knowledge of it
20:54, Jan 5
You: i already cancel the premium for pcf.teachereva@gmail account, the other email i havent yet bec i even
cannot access it
20:55, Jan 5
You: i have been enjoying spotify eversince i had one many years ago, and now its sad i have to end it
20:56, Jan 5
Bhavesh G: If you would like to get extra refund please let me know other then being disappointed.
20:56, Jan 5
You: i am not sure if you are encouraging or being sarcastic
20:57, Jan 5
Bhavesh G: No I just wanted to know if you are expecting any thing more so that I can understand.
20:58, Jan 5
You: I am also working in a service industry and if i have an upset customer, i basically empathize as in the
first place, i have paid for something i never get used to
20:59, Jan 5
You: now like you add salt to the wound
20:59, Jan 5
You: do you have a case # i can refer to over our conversation?
21:00, Jan 5
Bhavesh G: I totally understand your concern, I wanted to help you with everything I have got that is the
reason why I asked and there is no alternative motive.
21:01, Jan 5
You: this positive scripting is the better bro. I have wasted money for dont know how many years already
and canceling my spotify qwhich i enjoy since i had over money issue is upsetting
21:01, Jan 5
You: so its like i dont want to subsribe for the fear of beign double charged again
21:02, Jan 5
You: If you would like to get extra refund please let me know other then being disappointed. >>> this is not
acceptable for a customer service
21:02, Jan 5
Bhavesh G: I understand your concern completely Would you help me with what exactly you want with the
extra charge. SO that I can help you accordingly.
21:02, Jan 5
You: esp in a chat portal where it can be subjective esp for an upset customer
21:02, Jan 5
You: just give me a case # please
21:03, Jan 5
You: i want to speak to another rep who can emphatize
21:03, Jan 5
Bhavesh G: Thanks for confirming, I can help you transfer to a specialist who can help you much better than
me.
21:03, Jan 5
You: yes thanks
21:04, Jan 5
You: what is the case #?
21:04, Jan 5
Bhavesh G: Here's the case number and please stay connected. 9b05bb2b-7209-4b89-83a5-fba3915004b1
Info: Transferring you now. This can take a few minutes, an advisor will message you shortly.
21:05, Jan 5
Aileen G: Hi! Your case was escalated to me. No worries, we can continue where you left off. Please hang on
a bit while I review everything.
21:05, Jan 5
You: Hi aileen, please read through my concern with case number 9b05bb2b-7209-4b89-83a5-fba3915004b1
21:06, Jan 5
You: just for heads up, i am an upset customer, basically evern more upset becausd of the last rep i spoke to
21:06, Jan 5
You: I was offended by how your last rep spoke to me over this chat portal
21:07, Jan 5
You: let me know if you are able to read through above
21:07, Jan 5
Aileen G: Please hold.
21:11, Jan 5
Aileen G: Thanks for waiting. We found your old my***************ty@gmail.com account. It seems you
missed to cancel Premium on it. I do understand where you're coming from, I'd also feel the same if I was in
your situation. However, we're bound with the process and limitations of the system even if we'd like to
provide you with more compensation. In this case, I can offer a refund for your 3 months payment on the old
account, then I'll redeem 3 months Premium on your active my***************ty@gmail.com account.
Meaning you will not pay for 3 months on the active account.
21:12, Jan 5
You: I already cancelled the spotify account i have been using
21:12, Jan 5
Aileen G: I see.
21:12, Jan 5
You: i want to cancel this my***************ty@gmail.com i dont use it
21:13, Jan 5
Aileen G: As one time courtesy, I'll refund 6 months Premium to the old my***************ty@gmail.com
account then revert it to free tier.
21:13, Jan 5
Aileen G: Shall I proceed now?
21:13, Jan 5
You: yes whatever you can do
21:14, Jan 5
You: you see being compensated is not my issue here, i already paid like i dont knwo how much basically i
spent money for dont know how many years for something i dont use
21:14, Jan 5
Aileen G: Thanks for waiting! I've refunded 6months payment. The funds should be with you soon. Please
note that the time this takes can vary, depending on your bank. Your my***************ty@gmail.com
account has now been reverted to Free.
21:15, Jan 5
Aileen G: We totally understand that. It's important to keep an eye on your bank statement so you can contact
us immediately if you see unknown charges so we could have helped you cancel Premium on your old
account.
21:15, Jan 5
You: for an upset customer rule of thumb is at least empathize but your other rep made me feel more horrible
with such lame scripting >>>> If you would like to get extra refund please let me know other then being
disappointed. >>> this is not acceptable for a customer service
21:16, Jan 5
You: i have been enjoying spotify many years and it is sad for me to cancel it because of being double
charged adn havign fear that it can happen again
21:16, Jan 5
Aileen G: We apologize if you find the reply inappropriate. We regret the frustrations this issue has caused
you.
21:16, Jan 5
Aileen G: Thanks for being a loyal fan.
21:17, Jan 5
Aileen G: You can still continue Premium on your active pc**********va@gmail.com account since it's the
only being charged. Since I've cancel Premium on your old account.
21:18, Jan 5
You: I worked for a customer service via chat platform like this in a computer company, at least there are
positive scripting that he can copy paste, yet say to my face this >>>> If you would like to get extra refund
please let me know other then being disappointed.
21:18, Jan 5
You: Is there a way for me to report this?
21:18, Jan 5
You: You have been helpful and empathizing and I appreciate that
21:19, Jan 5
Aileen G: Thanks. I will send a feedback about this so don't worry. Rest assured that this will be taken cared
of :)
21:20, Jan 5
You: other rep's name is Bhavesh G. if i can email a department to personally complain about him i will do
so
21:20, Jan 5
Aileen G: You can send email to support@spotify.com.
21:20, Jan 5
Aileen G: I'll also take note of this so don't worry.
21:21, Jan 5
You: I have saved a pdf copy of our conversation too as reference as well as case #
21:21, Jan 5
Aileen G: Sure no problem :)
21:21, Jan 5
Aileen G: Glad that I'm able to resolve that for you. Is there anything else I can help you with?
21:23, Jan 5
You: just help me to report on the previous agent above, i will also do my homework. I beleive that as my
concern is escalated, you may be the team leader or sup, so you may also want to review how agents deal
with customers via chat platform
21:24, Jan 5
Aileen G: We have a copy of your previous chat.
21:24, Jan 5
Aileen G: I'll include that on my notes.
21:24, Jan 5
You: thanks for your help.
21:24, Jan 5
You: can you give me your case # too?
21:25, Jan 5
Aileen G: You're most welcome! Chat I Di s 9b05bb2b-7209-4b89-83a5-fba3915004b1. Is there anything
else that I can assist you with?
21:25, Jan 5
Aileen G: Chat ID is 9b05bb2b-7209-4b89-83a5-fba3915004b1.
21:25, Jan 5
You: chat is tricky as it is subjective. i hope all agents are like yo