TIDAL ASPIRO Cancelled subscription, never stopped charging. New York New York

July 2018, I signed up for a free trial of TIDAL Music as part of a “sign up for our sponsors, win a gift card” thing. I missed the deadline for cancelling, and was charged. That’s fine; my mistake. I went to their website and submitted a cancellation request. Several months went by, during which time my husband was the one opening the credit card statement.

I guess he didn’t notice the charges, because when I checked in January 2019, there was a charge for $9.99 and another for $19.99 that showed up as PROJECT PANTHER US LLC*TIDAL.COM. I immediately went to TIDAL’s website to request ANOTHER cancellation, adding that apparently my first request had been ignored, and that I’d like a refund for the charges they’d made to my card since my August request. I was told that my subscription would be cancelled moving forward, but that there had been no previous cancellation requests, and I would not be receiving a refund.

This was the last non-automated communication I received from TIDAL. February 13, 2019, I received an email confirming that my subscription had been cancelled, but no confirmation number or reference code was included. I continued receiving charges for $9.99 on or around the 14th of each month, challenging the charge each time. 

Timeline

• July 29, 2018: started free trial
• August 5, 2018: charged membership fee per forgot to cancel in time; submitted cancellation request moving forward
• February 1, 2019: noticed charges from PROJECT PANTHER US LLC*TIDAL.COM on credit card statement, one for $9.99 and one for $19.99 (hadn’t noticed earlier due to not being the one to open the statements during that time)
• February 2, 2019: submitted second cancellation request, attaching screenshots of charges (personal info redacted); asked why first cancellation request was not honored; received reply from Sergio from Member Support: “I have gone ahead and cancelled your [email] account per your request. You will still have access to TIDAL until the end of your current subscription. There were no previous cancellations.” This was the last non-automated communication I received from TIDAL.
• February 4, 2019: received first automated customer support rating request from TIDAL
• February 13, 2019: received automated email from TIDAL: “This email confirms you have successfully canceled your membership to TIDAL.” There was no confirmation number included, nor was there any kind of “if you have questions” statement or link, only a link to re-activate the account
• March 7, 2019: found single charge for $9.99 from February 13, 2019 on next statement; emailed again, attaching TIDAL’s cancellation acknowledgement email and screenshots of my (redacted) credit card statements from January, showing two charges before my second cancellation request ($9.99 and $19.99), and February, showing one charge after my cancellation request ($9.99); made third cancellation request and informed TIDAL I would be challenging the charge with credit card company; received automated email from TIDAL: “This is an automated email, but rest assured, your message has been received by us and we’ll be sure to get back to you as soon as we can.”
• March 10, 2019: received second automated customer support rating request from TIDAL; left scathing review
• March 22, 2019: challenged charge with credit card company, received back confirmation of challenge
• April 17, 2019: found single charge for $9.99 from April 14, 2019, emailed TIDAL with fourth cancellation request, stating that if I found another charge the following month, I would report them to the Federal Trade Commission for scamming; received automated email from TIDAL: “This is an automated email, but rest assured, your message has been received by us and we’ll be sure to get back to you as soon as we can.”
• April 19, 2019: challenged charge with credit card company, received confirmation of challenge back
• April 20, 2019: received third automated customer support rating request from TIDAL
• June 12, 2019: found single charge for $9.99 from May 14, 2019; followed link in old email to cancel subscription, membership page says “You currently have no subscription,” offers TIDAL PREMIUM for $9.99/month and TIDAL HiFi for $19.99/month.

Total monetary loss: $169.88 (charges that were successfully reversed have been removed from this sum)