Double Charged, Need Refund for First Charge

[ChrisNH]

I am pretty frustrated at this point trying to communicate with Pandora about being double charged to the point of submitting a complaint to the FTC and having the credit card company deny the charges.  This is your last chance to contact me and resolve this issue before I proceed.

I tried going to your contact page only to repeatedly get a blank screen (multiply browsers, multiple devices) with your ridiculous AI chat bot giving me the same responses to troubleshoot my browser and computer ...

My family subscription lapsed the beginning of May because the credit card on file was replaced and Pandora never sent a message of any type to update the payment information.

When the service stopped working I went in and had to resubscribe.  I was not aware that veterans could not have a family plan when I subscribed and was charged $106.90 on May 8, 2025.  Later that day family members reported it not working and went back in to read I had to subscribe for the normal family plan, which is what I guess I had previously.  So I changed the plan to the family plan and was then charged $107.28 on the same day, May 8th.

So I have been double charged and want a refund of the first charge while keeping my family subscription.

I have not been able to find where to create a “trouble ticket” or any other way to communicate directly with who I need to.  Except to the useless IA chat bot that keeps showing up on the blank page.  HOW DO I COMMUNICATE TO SOMEONE (OTHER THAN A MACHINE) TO GET THE REFUND?!

[AdamPandora · Accepted solution]

@ChrisNH I definitely understand your frustration.

For future reference, check out this thread for information on how to get in touch with our support team: How to contact customer service?

In the meantime, I have created a ticket for you with them.

They will be contacting you privately via email to help look into this further, so please keep an eye out for their message.

Thanks for your patience in the meantime!

[ChrisNH]

Hi Adam,

Getting a response from you in a timely manner makes me feel a lot easier about the situation.  At first I searched for my post to find it is no longer posted, then noticed the bell and a link to your response.  I will assume you took down my post, but at least you helped me.  So thank you and I will hopefully get this matter cleared up ...

I did want to again bring to your attention that the link you shared was also given by your AI chat bot.  And I get the same result from choosing "email" or "live chat".  I get a blank page with the AI chat bot in the lower right corner.  I don't think I need to go through my frustration with the AI chat bot again.  It is not a "live" person on the other end.

I tried it on a PC, a MacBook, and two Mac Mini's following the Safari and Edge instructions to clear history and restart.  Same thing every time including today.  Blank page with AI chat bot in corner.  Don't know what to tell you other than if others are getting the same thing when in my shoes, you have unhappy people out there ...

Thanks again, I will reach back out if I do not have any success with the email response.  Don't know if that's what is on the blank page I keep getting, but it would be nice to have a direct URL link to page where I can start a "ticket" in the future if needed.

All the best