Business Profile

Internet Services

Pandora Media, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pandora Media, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

46 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is giving my account info to 3rd parties that are using it in a malicious manner.Organized extremist hacking ring,Religious fanaticism,authoritarianism, illegal profiling, illegal surveilance ring, coordinating attacks on me and other disabled people,injustice and a threat to National Security, attacking free speech and infringing my rights.
Business Response
Date: 03/17/2025
Dear customer,
We appreciate you reaching out with your concerns. Protecting customer privacy and security is our top priority, and we want to assure you that we do not share account information with unauthorized third parties. Our company strictly adheres to all relevant data protection laws and policies.
If you have any specific security concerns regarding your account, please contact our customer support team at *********************************************************************************************************, so we can investigate and assist you directly. We are committed to addressing your concerns and ensuring your trust in our services.
You can view our privacy policy here, ***************************************************;
Thank you for your feedback.
Initial Complaint
Date:02/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the past I want to say 2 years I have been receiving payments of $5.99 from my bank account from ********************. Now the first year I did try to fix this but because I have no way of accessing my ****** account that the subscription is handled under I couldn't stop payments from happening. The next year after trying my card finally expired so I figured my charges would stop going through as my card numbers are not the same.....nope I'm still being charged. This is very aggravating and frustrating and I want this subscription ended - I haven't used Pandora in years.
Business Response
Date: 03/02/2025
Subject: Request for Information to Process Cancellation

Thank you for reaching out. We understand your concern and want to resolve this matter as quickly as possible.
To ensure that we properly locate your account and cancel all future charges, we kindly ask that you provide the following details:
The email address associated with your account
The last four digits of the payment method used
The date of the most recent charge
Once we receive this information, we will promptly process your cancellation and confirm the update. Please feel free to reply here or contact our support team at [support email/phone] if you have any questions.
We appreciate your time and look forward to resolving this for you.

Best regards,
Initial Complaint
Date:01/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have $100 gift card that Pandora will not allow me to use. I would like to apply it towards an annual subscription ($100 of the $197.98 and pay the remainder) but they told me they do not accept partial payments (then why have gift cards?) They told me I can use it for a monthly payment $17.99 but that is a lot more money than an annual subscription and also $17.99 does not go into $100 evenly.Then they told me they would give me ~16 days after I paid for four months (using my gift card) so clearly they take partial payments. But that costs me a lot more money because if I were to use the annual subscription, $100 covers more than half.They are selling gift cards and not allowing customers to use them
Business Response
Date: 01/30/2025
Pandora gift cards can be used toward eligible subscription plans, including our yearly plans. However, at this time, our system does not support splitting a single payment between a gift card and another payment method for an annual subscription. This is why the gift card can be applied toward monthly payments but not combined with another form of payment for a one-time annual charge.
When purchasing a gift card, customers have the flexibility to choose an amount that aligns with their preferred subscription tier. In this case, there was an option to purchase a gift card that would fully cover the requested subscription amount of $197.89. However, the selected gift card amount does not match that tier. Please see the attached details confirming that the purchase was made through a third-party vendor.
As a courtesy, our team has offered to extend the gift card to cover a full year, even though the customer did not purchase a sufficient amount for a full-year subscription. Once the gift card balance is depleted, we will add complimentary time to the account.
Initial Complaint
Date:12/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pandora promise that, with a subscription, they would play on interrupted music on my phone, but it is constantly stopping playing music as soon as I'm not touching my phone. Pandora will play as soon as I unlock the screen or something but if I'm not touching my phone then Pandora is not playing. I got Pandora that way I could listen to uninterrupted music but they lied about what their main promise is for people with subscriptions.
Business Response
Date: 01/07/2025
We are very sorry to hear that the customer had issues listening. Please be advised that we have support agents available 7 days a week to help with any issues.
I have issued 2 refunds of $6.39 and set the account to the free service.
Confirmation number is GPA.3370-1008-4895-53838.
Although this request has been sent immediately to the merchant processor, it may be up to 10 days before the credit reflects on your account balance.
Note, check your battery settings on your mobile device to improve listening experience.
Initial Complaint
Date:12/04/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 3rd, 2024, Pandora claimed to have a sale ongoing for a set timer. I added items to my cart specifically because they were on sale, when my payment was processing this timer had still not expired nor indicate anywhere that I had to have a order confirmation message in order to receive the sale price. The price I had agreed to pay was about $120, by the time the website stopped loading, my card was now charged $170. I reached out to customer support only to be told that the deal had expired although when I was checking out the deal had not expired. I would not have made any purchase with them had these items not been on sale.
Business Response
Date: 12/06/2024
It looks like you've reached the wrong Pandora. We're the internet music streaming service.
You can reach the Pandora jewelry company through their website: *****************************************************************
Customer Answer
Date: 12/07/2024

Complaint: 22642020

I am rejecting this response because:
I am not looking to contact the jewelry company themselves as they have refused to resolve the issue hence why I filed a complaint with the BBB.

Sincerely,

Harmony *****
Business Response
Date: 12/12/2024
It looks like you've reached the wrong Pandora. We're the internet music streaming service.

You can reach the Pandora jewelry company through their website: *****************************************************************
Customer Answer
Date: 12/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Harmony *****
Initial Complaint
Date:07/15/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There is NO consistency with their billing and charges. Every month the taxes being charged changes and its absurd as Im being charged 13-15% in taxes!!! July- ***** plus $1.42 taxes = 13% tax June - ***** plus $1.65 taxes = 15% tax May - 9.99 plus $1.50 taxes = 15% tax April - 9.99 plus $1.50 taxes = 15% tax March - 9.70 plus $1.46 taxes = 15% tax Not to mention I was NEVER notified about the monthly fee increase. Also, Pandora has been unreliable and is always buffering. So Im paying $13/mo for music in my car to never play properly!
Business Response
Date: 07/17/2024
Hi *****,
We are going to reach out directly via email to address your streaming troubles. Look for our message to be sent to your **************************** address.
In the meantime, note that Pandora is required to charge the ********************* Services Tax on all of our music subscription purchases. To receive accurate tax rates for all transactions, make sure your billing details in PayPal have your current information.
Additionally, we sent notice of our price increase 30 days prior to the increase going into effect for current subscribers. The notice would have been sent to the email address registered to your Pandora account: ********************************
I hope this information is helpful.
-Pandora Care
Customer Answer
Date: 07/18/2024

Complaint: 21990342

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 07/18/2024
I emailed asking that I get itemized receipt moving forward showing how much I am being charged for local and for the communication taxes. I also asked for them to fix the buffering issues as I only use this service to play music in my CarPlay and it never works 50% of the time i spend my trip in silence as it keeps buffering and skipping songs. I also asked for the cancellation party and why my account is under an old email but all my payments is under my current email.
Business Response
Date: 07/18/2024
Thanks, *****. We'll be following up with you on our email thread.
-Pandora Support Team
Customer Answer
Date: 07/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and this case can be closed.

Sincerely,

*********************
Initial Complaint
Date:07/12/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have not been able to use my Pandora music services for about one year due to purchasing a new phone. After installation of the music app on the new phone I was unable to login to my account because of incorrect password. When I attempted to change the password, the website failed to send the link to my email on file ********************* I tried this step multiple times, to no avail. I have had absolutely no success contacting the corporate office as there is no customer service number to contact them. I have emailed Pandora explaining my situation and have received no reply nor have they stop charging my bank account each month for the past year. My first attempt at contact was to have them assist me in recovering my account. However, I am now attempting to have my account shut down and all charges to my bank account stopped ****************************. As well, I would like a refund of all charges for the last twelve months plus any further if this cannot be resolved and my account is charged after July of 2024. If this cannot be resolved I will be forced to take legal action against Pandora Media/pandora.com. I do not know or have an account number with ******************** but I am more than will to share further information if needed to resolve the issue.
Business Response
Date: 07/17/2024
Hi *****,
We're sorry to hear you've had trouble with your Pandora account and getting in contact with our team.
I see your account is upgraded to Pandora Premium via ****** Play. One of our Support Specialists will be reaching out directly via email to your ****************** address with next steps.
If ever you need to get in contact with us, here are the available options to do so: **************************************************************************************
Thanks for your patience.
Customer Answer
Date: 07/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:06/25/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I occasionally use Pandora to stream music. I allow advertising to occur as I only want free service. Recently I was listening to the service and noticed there were no advertisements. Upon further review I discovered my account had been upgraded to "plus" and I was being charged through a card I had setup on ******* I immediately canceled the subscription and removed any and all digital payment methods. My chief complaint is that the subscription occurred without my consent. If I inadvertently signed-up for a free trial (didn't mean to) then Pandora is being blantenly deceptive in the way they capture unsuspecting customers.
Business Response
Date: 06/27/2024
To Whom It May ********
Our records indicate this customer signed up for a free trial of the service; we do not sign up customers for our services. When signing up for the advertising-free trial, there is a box at the bottom of the payment page that reads: "I have read and agree to the Subscription Terms and authorize my payment method to be charged on a recurring basis. I understand I can cancel my subscription at any time." The customer must check this box in order to proceed.
As stated in our subscription terms, we do not issue refunds for monthly subscriptions. However, as one-time courtesy we have refunded the charge of $5.99 back to the customer's account and canceled the subscription.
Please see the review of terms here - *******************************************************.
Initial Complaint
Date:05/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
5/6/2024 4/8/2024 3/6/2024 2/6/2024 1/8/2024 12/6/2023 11/6/2023 10/6/2023 9/6/2023 This is the list of charges from my bank account from ******************** through my ****** Play account that has not been used in over a year. I logged into my ****** account and there are no subscriptions. I logged into my Pandora account and it does not reflect any subscriptions either. I notified Pandora and they were only willing to refund me ONE month, not the $58 I was owed. I even notified them that there was an android device on my account and that I am an iPhone user. They said they do not offer refunds.
Business Response
Date: 05/06/2024
We appreciate your patience. As a one-time courtesy, we've processed a refund of $58.32 to your ****** Play Store account. Please check your account to confirm that the refund has been successfully applied.
Let us know if you need further assistance.
Initial Complaint
Date:05/04/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filed complaints through the BBB several times in the past and the problems are randomly still ongoing.Today, I am not able to effectively listen to my Pandora music, as after EVERY SONG IS A COMMERICAL. This is ridiculous!!!!!!I understand Pandora having commercials, however, after ever song is unacceptable.
Business Response
Date: 05/05/2024
While we try not to play too many ads, you will see an ad after you skip a track or you change stations.
Occasionally there will be ads delivered to a wide audience at the request of the advertiser that *** not be relevant to each listener who receives them. Pandora incurs substantial costs in licensing and streaming for every song it plays. In order to provide this service free to listeners, we need to generate enough advertising revenue to cover our costs.
We're more than willing to assist in resolving any issues the customer *** be experiencing. However, despite our responses to their messages, we haven't received any further communication from the customer until receiving this complaint.
To learn more about the paid tiers we offer on Pandora please feel free to visit our Help page.

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Pandora Media, Inc. is NOT a BBB Accredited Business.