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Business Profile

Music Distribution Companies

Spotify USA Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Distribution Companies.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Find a Location

Spotify USA Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 464 total complaints in the last 3 years.
    • 210 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 still see problem with payment method even though the transaction come out

      Business Response

      Date: 02/02/2025

      Hello,

      We'll get in touch with the user through the email address provided to provide further help.

      Thanks,

    • Initial Complaint

      Date:11/01/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      My individual plan expires in 12 months (originally expires on 11/1/2025). After changing it to a family plan, I am showing the plan now expires on 03/31/2025, which is only 150 days and much shorter than expected. Upon checking, the current price of the family plan is $***** and the individual plan is $*****. So if the conversion is correct, the remaining length should be 365 days / ***** * ***** = 219 days instead of 150 days. So I am looking for the 69 days of difference for my subscription. So I am requiring an adjustment for my subscription period.

      Business Response

      Date: 11/02/2024

      Hello,

      We'll contact the customer and will investigate this further in order to clarify the situation.

      Regards,

    • Initial Complaint

      Date:10/28/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Spotify is not enabling me to change my subscription to Basic individual. It is only allowing Premium individual, which is more expensive and has audiobooks I don't use. Basic individual is supposed to be an option and is included under the instructions but in reality Spotify does not offer it.

      Business Response

      Date: 10/29/2024

      Hi team! We'll review this backstage and reach out to the user with the necessary info. Thanks! 

    • Initial Complaint

      Date:09/12/2024

      Type:Product Issues
      Status:
      Answered
      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 last 18 months i have been charged various amounts by spotify, *********************, *****, *****. ***** and i have never subscribed to their service....when i try to contact them, they ask for my account number but i have no account and i cant proceed. there is no phone number to speak with someone...cani get a refund for all these months? can you help me? thank you

      Business Response

      Date: 09/12/2024

      Hi team! We'll reach out to the user and help them find out where these charges are coming from. Thanks!

      Customer Answer

      Date: 09/13/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Youi have not received a refund....they have my correct name and should be able to pull my records without asking for a great deal of additional infomation. which they are requesting......it is their responsibility to look into their records and correct these incorrect charges and give a refund in full.........

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *******  



       

      Business Response

      Date: 10/09/2024

      Hello!

      We’d like to assure everyone that we handle sensitive information with utmost care and confidentiality. We’ll never ask for full payment information for security reasons. We’ll continue helping them out via email.

      Thanks!

      Customer Answer

      Date: 10/24/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      they required a copy of my bank statement that my bank told me was unsafe to send 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *******




       

    • Initial Complaint

      Date:07/12/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Company fails to have a customers subscription auto shut off when payment gets declined 12 different times and proceeds to double charge for it later

      Business Response

      Date: 07/12/2024

      Hello!

      Thanks for bringing this to our attention. Well get in touch with the customer via email.

      Regards,

      Spotify

    • Initial Complaint

      Date:05/28/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Spotify has chosen to discontinue and disable all Car Things. You must jump through hoops in order to obtain a refund. I purchase my Car Thing nearly three years ago and loved it. I did not save my receipt as I wasnt aware Spotify was going to disable it based on a seemingly random decision without consulting with its. customers. I am more than willing to mail ********************** back my car thing in exchange for a full refund.

      Business Response

      Date: 05/29/2024

      Hello,

      We will contact the customer to investigate this further.

      Regards, 

      Customer Answer

      Date: 05/30/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have provided every scrap of evidence I have, the serial number of my car thing, the card number used to purchase, an email from the email associated with my Spotify account. ********************** still refuses to issue a refund and has now refused to respond to any further emails.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***************************




       

      Business Response

      Date: 06/13/2024

      We'll inform the user about the actions we've already taken on our end and will ask if they need further assistance.

      Customer Answer

      Date: 06/17/2024

      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 and the matter has been resolved.

      Spotify after much back and forth finally offered a resolution. A refund of nine months of premium service was offered to me.

      I chose 9 months of premium service. I am satisfied with the outcome.


      Sincerely,

      ***************************



       


    • Initial Complaint

      Date:10/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 10/4/2023, we discovered that someone opened a Spotify account in my client's name (*******'s ASMR) and is using her image and her audio clips from her ******* videos. We contacted Spotify immediately. Several "bot" email replies later, we sent proof of sound recording, composition and copyright infringement. It's been more than 2 weeks, the fake account using my client's name, image and audio is still up on Spotify. I have sent several follow-up messages to Spotify, but have heard nothing since 10/7/2023. I think they been given plenty of time to investigate our claim.

      Business Response

      Date: 10/20/2023

      We will reach out to the representative to provide the proper procedure on how to report this claim. 

    • Initial Complaint

      Date:05/23/2022

      Type:Product Issues
      Status:
      Answered
      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've been charged by Spotify in the amount of $10.74 for 2 months now. On 4/4 and 4/28. I never signed up for there service. For about a week now via e mail I've been going back and forth with them asking for a refund and to have my account cancelled. There rep on the other side of the e mail is no help at all.Thank you

      Business Response

      Date: 05/24/2022

      Hello,

      We will reach out to the user sa we need some more information to locate the Spotify account and get this resolved for them.

      Regards,

    Spotify USA Inc. is NOT a BBB Accredited Business.

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