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Upgraded to Family and got charged twice on the same month


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 Anja 2 November 2017, 16:29

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 🙂

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Userlevel 7
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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
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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?
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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
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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
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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
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Co-Aklan wrote:

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
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Phobios wrote:

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 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.
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Elliott wrote:

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 🙂
Recently updated my new bank details- my account was set in family mode. When updating, Deezer took £9.99 and then £14.99 on top of this for the family mode. Surely this can’t be right? £24.99!? Any help would be much appreciated
thanks
Userlevel 7
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@Jade-Marie Snell That is normal and stated on the offer page, but I could see that you were already in touch with our support team and I'm glad it's been sorted 🙂
Hi,

i have a family account, but on top of that i got charged a second time for a single user account (9,99€).

Can I get a refund of 9,99€ ASAP please? Also please make sure this doesn’t happen again.

thanks
Userlevel 7
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Hi @Jloup please se above on what to do in this case 😉

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