Frustrating Spotify issue

[misterswitcher]

Perhaps someone can help me with this issue. I've live chatted, called and tweeted Vodafone five times about it now, yet have got nowhere.

I have a bundle that includes Spotify. However, whenever I sign up, using the link texted to me and over a 4G connection rather than wifi, I get charged £9.99.  I actually have two £9.99 charges on my blll this month after Vodafone's latest attempt to resolve the issue.

Their current advice is to uninstall the app and reinstall it over 4G, which I knew would fix nothing and, sure enough, it has fixed nothing. I got tired of banging my head against a brick wall with the offshore agents who don't listen and just parrot what their "technical team" has told them.

Has anyone else been in this situation and how did you resolve it? Vodafone twitter help, live chat and call centres have all been useless so far.

Thanks all

Steve

[Retired-LouiseE]

Hello @misterswitcher

I am going to send you a Private Message with further help. 

Louise

[nsduke]

Hi.

I'm in a similar situation.

The only instructions I was given from customer services was to try registering for the offer over mobile data as it won't work through wifi. Funnily enough this has done nothing and probably means I'll end up being charged in my next bill. I've tried opening the link in Chrome, Firefox and Opera, both in private mode and normal but no success so far.

The only option I'm ever given is for the paid services.

Customer support promised to escalate the issue, but if this is anything like their escalation for their broken android app, I won't be holding my breath.

Hopefully if enough of us complain they might do something.

Cheers,

Nick

[misterswitcher]

I finally got through to someone who would actually listen to me and it turned out that my Vodafone account had been configured incorrectly from the outset.

You need to explain to the person you speak to that you've tried registering over 4G, re-installed the app etc (not that this would fix anything). If you speak to someone offshore, you're wasting your time, they cannot fix this in my experience. My problem was only resolved when I got through to someone based in Wales.

I still have two Spotify charges on my account which haven't been removed, but as I've told Vodafone about these on a number of occasions, I'm just going to wait for them to take the money then invoke my Direct Debit guarantee, because I'm tired of dealing with the useless offshore ##~## who pick up the phones and answer live chats.

[misterswitcher]

Oh and if someone from here asks you to fill out a form with reference W165, don't bother, you're wasting your time. I did this twice and simply received a call back from yet another drone who wouldn't listen to me.

[nsduke]

Unfortunately I've tried telling them that I've followed all their steps already but it didn't help.

I've managed to speak to their entertainment team as well but they didn't really do much either. All they did was repeat the same instructions and escalate. I'm waiting for a callback from their tech team with an update but no idea if they'll actually manage to help.

I'm glad you managed to sort it out though. At least it makes one of us. Looking at the forums pretty much everything in Vodafone appears broken.

[misterswitcher]

Well, fingers crossed.

I moved to Vodafone from GiffGaff, which doesn't really have any customer service staff to speak of, but still managed to be far superior to Vodafone.

I suppose when, as a business, you need to run a public forum where your customers can help eachother out because they're getting no joy from your own staff, you've got serious problems.

[Retired-LouiseE]

Hello @nsduke

I am going to send you a Private Message with further help on this. 

Louise

[jdferguson89]

There are a number of reasons why you could get charged.

1. You are not eligible for an entertainment pack

2. Your entertainment pack hasn't been added to your tariff so you need to get the tarrif team to put this on.

2. You follow the link before the entertainment pack was not set up correctly on your account (if this is the case called the tech department and ask for the third line technical team to remove it from your account and add it back on, this will re-generate the link to be sent to u by sms)

3. You previously had Spotify Premium, which needs to be cancelled before getting it for free with Vodafone