Answered

Upgraded to Deezer Family and got charged twice in the same month

  • 1 November 2017
  • 67 replies
  • 1101 views

After upgrading from premium account to family account i hav been charged twice. Once for premium and once for family.
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Best answer by Pia.Deezer 4 April 2020, 16:29

Hi @VanessaV Thank you for contacting us regarding this matter.

Sorry for the inconvenience, this is mentioned in the Terms of Use at the bottom of the Deezer Family subscription page:
" If you are a Deezer Premium subscriber and choose to upgrade to Deezer Family, you will immediately be charged 14,99 €. Your Deezer Family offer will start immediately and your Deezer Premium subscription will be terminated. Any payment already made during the month of the switch from Deezer Premium to Deezer Family is non-refundable."

Since you probably did not see this, please get in touch with our customer service and ask them for help :wink:

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67 replies

Userlevel 7
Badge +1
Hi Julian! ☺ This is actually stated on the Family offer page .

Family is a new offer and can't be lined up with another subscription type but it was activated immediately. But the previous subscription was cancelled automatically when your subscribed to Family, so you will only be charged once a month in the future 😉
But you can contact our support directly here and they're happy to check if there's something we can do regarding the last payments 🙂
Dears,

I had canceled today my account, I do not understand that I have to pay 14,99 Euro for the family and 9,99 Euro on top...for what. I had sent you mail regarding the problem, but nothing happened.
Check the problem and delete my second account, I can not find any account for 9,99 Euro.

Best regards
Dirk Schulte Mesum
Userlevel 7
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Hi @Schulte Mesum, please note that we've informed you in June about the fact that you have two accounts. But anyway, I saw that this was already solved by my lovely colleagues already 😉
Also, take a look at this post: https://en.deezercommunity.com/your-account-and-subscription-5/upgraded-to-family-and-got-charged-twice-on-the-same-month-292
Hi,

I am still being billed £12.99 for my subscription even though i have upgraded to the family package and am now being charged £17.99
Userlevel 7
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Hi @The Downeys, where you charged 12.99 after you upgraded to Family of shortly before?
I have been charged twice on my credit card when I upgraded to Deezer family one time $9.95 and $14.95 for the month of October.

Please issue a credit for $9.95
Userlevel 7
Badge +1
Hi @Tony Mancini, I moved your topic to this existing one as it was explained here 🙂
When i restarted my premium subscription the i paid the 9.99 out of my bank i then realised a few hours later it would be more practical to upgrade the family subscription as my daughter and my partner can use it also however it has charged me the full price for both subscriptions on the same day totaling £24.98 rather than just adding the extra on to my premium price surely i will be refunded the premium price as im not using that one?
Userlevel 7
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@hannahbuddin I moved your topic to this existing one as it was explained here 🙂
I am currently on a single plan. Paying monthly and want to go on to family plan. Does this mine I have to pay twice this month to do this?
Userlevel 7
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@Daniel.Lloyd Yes, I moved your question to this topic as it was explained here. I'd suggest to cancel the current subscription and wait for it to end before you get Family 🙂
I was originally a Deezer+ member for years but yesterday I upgraded to Deezer family and noticed that you have taken both payments from me yesterday ( march 15th 2018). Please can you refund £9.99 because I have been charged double for the month.
Kind regards
Joe Sandifer
Userlevel 7
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@joe.sandifer I moved your comment to this existing topic as it was explained here. Please check my answer above 🙂
Hey i‘m from Germany but i dont know Who i should contact. I have Two payments for Deezer + and Deezer Family and only one e-Mail Adresse. I have to pay both and cant quit the one i dont Need.
Userlevel 7
Badge +1
Hey there, it's not possible to have two different subscriptions on the same account or two accounts with the same email, so you actually have two different accounts with different email address one with the Premium+ subscription and another with the Family. I've sent you a private message with the details I found 😉
I paid for a monthly individual subscription, and a day later chose to upgrade to Family

The payment history looks like this:

  • Deezer Family
  • $14.99
  • 30/03/18
  • Deezer Premium+
  • $9.99
  • 29/03/18
I believe I should only have been charged $4.99 for the upgrade

Can I receive a refund for the difference?

By the way, I'm still being shown modals which encourage me to upgrade - which, given the annoyance in regard to this payment, is not good.
Userlevel 7
Badge +1
I paid for a monthly individual subscription, and a day later chose to upgrade to Family

The payment history looks like this:

  • Deezer Family
  • $14.99
  • 30/03/18
  • Deezer Premium+
  • $9.99
  • 29/03/18
I believe I should only have been charged $4.99 for the upgrade

Can I receive a refund for the difference?

By the way, I'm still being shown modals which encourage me to upgrade - which, given the annoyance in regard to this payment, is not good.


Hi there, please check Anja's reply above 🙂
I upgraded my account to a family account a couple of days ago, and today when I check my invoices I have received two of them, one for 99kr (old single account) and 149kr (family account). I should only have to pay the family account invoice, but how can I get in touch with Deezer to have them cancel the one for 99kr?
Userlevel 7
Badge +1
I upgraded my account to a family account a couple of days ago, and today when I check my invoices I have received two of them, one for 99kr (old single account) and 149kr (family account). I should only have to pay the family account invoice, but how can I get in touch with Deezer to have them cancel the one for 99kr?

Hi there, check out this existing thread ☝️
I switched from my regular premium account to the Deezer family account at the weekend. Can I assume that the monthly debit for the premium account will be discontinued?
I ask for a short message. Many Thanks.
Katrin Schneider
Hi,I recently upgraded from the premium deezer account (£9.99) to the family account (£14.99),the direct debit payment for the premium account went out on Friday then also got charged the £14.99 on Sunday,surely I should get the £9.99 refunded back now.Thank you
Userlevel 7
Badge +1
Hi Kati, please note that the family subscription was activated immediately and your were therefore charged immediately. This is also stated on the Family offer page and not a mistake. I suggest you get in touch with our support team directly here. They can look into your account and maybe help with that 🙂
Userlevel 7
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@Devois4480 I moved your post to this topic as this was discussed here already 🙂
I have updated the account for family, but came charging on my credit card both forms, both the individual plan I already had and the family plan, I request a refund of the amount charged more.
Userlevel 7
Badge +1
I have updated the account for family, but came charging on my credit card both forms, both the individual plan I already had and the family plan, I request a refund of the amount charged more. Hi Elliott, please read the conversation above 🙂

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