EMusic
Bait and switch, billing fraud Internet

I would advise against giving this company your credit card number. My recent experience: I followed a promotion from Flavorpill, a culture blog I trust, and created an eMusic account that offered 50 free downloads for a 10-day free trial period, after which, if I did not cancel, i would receive 30 downloads a month for 11.99.

When I did sign in to get my free downloads, I noticed that with my first download, a counter went from "30" to "29." I checked my credit card activity online and realized I had already been billed — before the trial period (confirmed via email) expired.

I immediately suspended my account and explained the situation via their online help form. I was sent an email with a tracking number, promising a response within a few days. No response, so I called and entered Kafka territory. Two different customer service reps followed a script, to wit: 'We are sorry you had this experience. We have a no-refund policy. I can cancel your account so you're not billed further. No, there are no supervisors to speak to. Can I assist you with something else?"

So their company policy seems to be to 'convert' free trials before the written agreement date, and then to refuse to refund money, and there is no recourse.

After going around the block several times with the second rep, I asked for the company address, and told him these practices were fraudulent, classic bait-and-switch. At that point, he said he'd make a one-time exception, but hoped "my supervisor doesn't find out." (Really? I thought there were no supervisors!) Looks like there are certain phrases that do get your money back. You have to be calm, clear, state dates and cite sources, and sound as though you're ready to escalate to writing. I did not threaten or talk about lawyers, but i was ready to write to the attorney general and better business bureau, and I think this guy could sense that.

Good luck!

Nix
New York, New York
U.S.A.

Company: EMusic
Country: USA
State: Nationwide
Site: emusic.com

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