Business Profile

Internet Services

Pandora Media, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pandora Media, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/04/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filed complaints through the BBB several times in the past and the problems are randomly still ongoing.Today, I am not able to effectively listen to my Pandora music, as after EVERY SONG IS A COMMERICAL. This is ridiculous!!!!!!I understand Pandora having commercials, however, after ever song is unacceptable.
Business Response
Date: 05/05/2024
While we try not to play too many ads, you will see an ad after you skip a track or you change stations.
Occasionally there will be ads delivered to a wide audience at the request of the advertiser that *** not be relevant to each listener who receives them. Pandora incurs substantial costs in licensing and streaming for every song it plays. In order to provide this service free to listeners, we need to generate enough advertising revenue to cover our costs.
We're more than willing to assist in resolving any issues the customer *** be experiencing. However, despite our responses to their messages, we haven't received any further communication from the customer until receiving this complaint.
To learn more about the paid tiers we offer on Pandora please feel free to visit our Help page.
Initial Complaint
Date:04/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Pandora music for some time - L pay a ***** dollar fee each month. Now all of a sudden they want me to buy pandora again. They took my pandora music away and asking me to purchase again which I already have. Do they intend to charge me for my old and new pandora. You can't properly contact them. Will they be charging me double. I am 76 and feel being taken advantage of. They should leave my original Pandora music alone I want it back. I am fearful they will double charge me.
Business Response
Date: 04/03/2024
Hello,
We are very sorry to hear that the customer has had issues with their paid subscription. I'm happy to help, but the account under ************************ is not currently upgraded.

Please send all of the following:
any other email addresses you may have used; and the birth year and zip code on that account.

If you were charged directly from Pandora, please provide:
the first 6 digits of that card
the last 4 digits of that card
the billing zip of that card
the date of the charge(s)
the amount of the charge(s)
the name that appears on the card
the screenshot of the charges that appear on the bank statement.

If you were charged through PayPal (but not by way of Apple or ****** Play), please provide me with the most recent receipt, the billing agreement ID, or the email you use to sign into PayPal.

If you were charged through ****** Play, please provide the email address associated with your ****** Play account.

Please let me know and I'll do my best to locate your paid account.
Initial Complaint
Date:01/25/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pandora cancellation process is so difficult that I am not able to cancel. And there is nobody available. The chat box is a bot. I'm only left with emailing with no idea if or when they will respond. When I click on options they just take me back to the original instructions. They list approximately ten different cancellation scenarios based on how the app was purchased. Yet, they do not include that information on my account.I clicked on the "I'm not sure" choice... twice... and nothing happened.This brings up the question of why so difficult? Are they hoping people will roll over and let it renew??
Business Response
Date: 01/26/2024
To Whom It May ****************** agents have repeatedly tried to assist the customer by locating their upgraded account. As we've previously stated the Pandora account registered with the email ****************** is not currently upgraded. Their renewal for the subscription was declined on 2/24/2023. We have attempted to search for any other upgraded accounts with the customer's name and last 4 digits of their **** card, but did not find any results.
If the customer has been charged, we've requested the following information to locate the upgraded account. Please also send a screenshot showing the most recent charge.
In order to search for the upgraded account, please send all of the following:
any other email addresses you may have used; and
the birth year and zip code on that account.
Were you charged via ************* Play, Amazon or directly from Pandora?

If you were charged directly from Pandora, please provide:
the first 4 digits of that card
the last 4 digits of that card
the billing zip of that card
the date of the charge(s)
the amount of the charge(s)
the name that appears on the card
If you were charged through PayPal (but not by way of Apple or ****** Play), please provide me with your most recent receipt, your billing agreement ID, or the email you use to sign into PayPal.

If you were charged through ****** Play, please provide the email address associated with your ****** Play account.
Please let us know so that we can assist you further.
Customer Answer
Date: 01/26/2024

Complaint: 21200900

I am rejecting this response because:
Pandora's response only reflects the confusion they caused. My complaint is about the difficulties they create for what should be a simple cancellation. And it opens questions about why something simple should be so difficult.
Please read the attached for their latest communication about how "they are trying to get to the bottom of this". Their apparent neglectful recording keeping is their problem. They need to stop making it my problem.
And 1) who else is being ripped off by Pandora neglecting to manage their records, and 2) why didn't this come up when I WAS PAYING THEM?

Sincerely,

*************************
Business Response
Date: 01/29/2024
To Whom It May ***************** have attempted to locate any charges associated with the user's information, and have not found any recent charges.
We have asked more information in order to locate any recent charges, but have not received a response.
If the customer doesn't want to provide that information, we recommend they contact their bank to report the charges.
We're happy to help.
Customer Answer
Date: 01/31/2024

Complaint: 21200900

I am rejecting this response because: Pandora's misleading, negative statements about me, as follows:
There was more than one email, but only one helped. Sending useless emails is not "repeatedly" helping.
I DECLINED THE 2023 RENEWAL, NOT PANDORA. Again, Pandora is s******* up the truth to make me look bad.
Pandora needs to clean up these remarks.

Sincerely,

*************************
Business Response
Date: 02/11/2024
Unfortunately, we are not able to locate any transactions with the information provided.
At this time, I recommend contacting the banking or credit card institution to report the unauthorized charges and to receive further assistance.
If there is alternative information that can be provided to locate any recent charge, please forward that information.
Initial Complaint
Date:01/15/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried to purchase food through GrubHub 3 different times in 2 states and it keeps cancelling after hours of waiting. They keep issuing coupons for their GrubHub guarantee that I can not use because they keep canceling, which I also feel is false advertisement. I would like a check mailed to me for the cancelations since I will no longer be using their service. Upon looking at reviews online, I can see this is an ongoing issue with this company.
Business Response
Date: 01/16/2024
To Whom It May ***************** appears this complaint is directed at a different merchant, GrubHub, not Pandora. Pandora is a streaming music platform.
Please let me know if you have any other questions.
Regards,
Customer Answer
Date: 01/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,My name is ****, and I have filed several complaints through customer service and no one has gotten back to me about my missing charm. My case number is #******** and my phone number is ************. I have made several attempts at calling Pandora dating back to September 28th, Oct.9th,Oct. 23rd, and Dec. 4th. When I called on October 9th the customer service agent was able to look into the system and see that no one from the **************** Pandora inside of ****** had not called me back. She offered me a 15% coupon for my inconvenience and reassured me that someone would call me back. Which has not happened yet. When I called back on October 23rd the young lady stated that someone just called me. I informed her that no one has called me; I did not have a miss call on my phone or a voice message and I can provide phone records if need be to prove it. I have requested for some to call me back and as of today no one has called me back. I have also sent emails as well on Nov. 6th and Dec.4th still no response. When I called again on Dec. 4, 2023 and spoke to ******** and her supervisor **** they ensured me that someone would call me back and no one has. My Mickey ***** head stopper charm that I brought from that same Pandora was taken off my bracelet on Friday September 22nd. It was taken off when I brought a new charm and the lady had to put the new charm on my bracelet. She put the new charm on and while taken the old charm off my bracelet. The charm that I purchased that day was a Blue Dazzling Snowflake and the one lost was ****************** stopper. I let the store know right away what happen and they were no help at all. Down below you will see a picture of the charm that I am missing. I had to rebuy the same charm all over again, which caused me a hardship. By, spending money I did not have for something I already had purchased. I had to re buy the same charm on September 28th at the same pandora on Thursday September 28th for $77.83. Mind you I brought the same charm (the original one) awhile back in Feb. 19, 2023 for around $105.00 before tax. It was on sale when I brought it the second time. I do have receipts as well. How I know it was taken off my bracelet, I asked the manager who at the time was helping me, about what ****************** charms did she have and were any on sale. She stated, that she had only one of these Mickey ***** chams left and it was not on display it was under the counter. But, when I went back to complain about my charm being taken off my bracelet, and that I had to rebuy it, the person helping me said that it was two left in the draw. I informed her that other charm was mines. I did not expect her to give it to me, but I wanted her to know that the manager took my charm and placed it back underneath the counter..
Business Response
Date: 12/11/2023
To Whom it May ********
It looks like you've reached the wrong Pandora. We're the internet music streaming service.

You can reach the Pandora jewelry company through their website: *****************************************************************
Initial Complaint
Date:12/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on 12/1/2023 I received an alert from my bank, *****, regarding them declining a $66.00 charge from Pandora, ***** stated that Pandora is trying to draft payment for an subscription that I never authorized, per Chase If they cancel my card I still have to get subscription with Pandora so they don't try to collect again from my account. I have sent numerous emails to Pandora and no response. Pandora does not provide a phone number to contact nor do they offer the option to speak to a live representative. I went on their website and same issue. I need someone to contact me immediately to resolve this unauthorized matter.
Business Response
Date: 12/04/2023
To Whom It May ***************************** we were unable to locate an account associated with the denied transaction since the charge was not approved.

At this time, I recommend contacting your banking or credit card institution to report the unauthorized charges and to receive further assistance.
If for any reason you find that a charge goes through please contact our support and we should be able to locate and refund the charge.
Initial Complaint
Date:11/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been unknowingly charged $12.99 per month for a subscription that costs $9.99 per month for years. When I reached out to Pandora on numerous occasions, they are telling me to contact Apple, which in turn lets me know that the developer of the app on their App Store is responsible. The developer is Pandora. I just want a refund for what I have overpaid.
Business Response
Date: 11/26/2023
Dear Sir/Madam:
We have made every effort to explain the reasoning for the price differences to the customer, but we regrettably cannot provide any further assistance.
Subscriptions purchased on iOS devices (iPhone, iPad, iPod Touch) are billed through Apple, so any billing discrepancies are handled by their support team.

To request a refund through Apple, visit the Apple support page.

For additional help with your purchase, go to Subscriptions and Purchases Support.
The user may review the Terms they agreed to when they signed up by clicking on this link in Section 8 - *******************************************************.
Lastly, we do recommend the user contact Apple directly for a refund and cancellation of the subscription.
Customer Answer
Date: 11/27/2023

Complaint: 20911809

I am rejecting this response because: When I reach out to Apple, they say they do not charge additional fees, and it is the app developer that comes up with pricing. The App developer is Pandora.

Sincerely,

***********************
Initial Complaint
Date:11/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/30, my Pandora annual subscription was automatically renewed for $109.89. I contacted Pandora Customer Support and told them that I was not able to afford that level, and requested the $55 (approx) subscription. I was never charged for the lower levbel. I now have the free subscription level. I asked for a refund. I was charged twice on 10/30 for $109.89 (totaling $219.78). When I contacted customer service about the double charge, they asked for a screenshot of my account. I emailed that to them. They still insisted that I was refunded and that the second charge would automatically come off of my account. None of that has happened. The customer service rep told me that it can take up to ten days for a refund (first I heard of that, but okay), and asked for more information about my bank account. They have the ability to refund. I don't know why she needed even more bank information. It has been 14 days since I contacted them. My account is now overdrawn because of automatic payments I have in place.
Business Response
Date: 11/14/2023
To Whom It May ****************** user switched their plan on 10/29 resulting in an authorization of the charge, however they were only charged once for $109.89. Our support team immediately refunded when the user contacted us. The confirmation ID of the refund is - 002562AAAADC34J7NE2A5Z.
We recommend the user contact their bank to confirm the refund of the charge and to ensure there are no additional charges.
Customer Answer
Date: 11/14/2023

Complaint: 20863797

I am rejecting this response because: I have not been refunded as of 1:43pm this afternoon. I can email a screenshot of my bank account, if you give me a BBB customer service email address.

Sincerely,

***************************
Initial Complaint
Date:09/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My premium streaming account was suspended on 9/3/2023 for no reason. When I contacted support, they said I was exhibiting fraudulent behavior. How is me listening to one artist, BTS, extensively on a streaming platform considered fraudulent? I was accused in essence of being a bot when I am a paying customer. I will never use this platform again, but I want to make sure Pandora is not being discriminatory - stop discriminating against BTS and their fans since apparently many fan accounts are being suspended for just listening to their music. How could Pandora behave like this to their paying customers? Is this racially motivated? Is this xenophobia? I want to make sure Pandora didn't delete all the streams of BTS music and properly pay BTS the royalties.
Business Response
Date: 09/21/2023
To Whom It May ********
We appreciate your understanding as we work to ensure the integrity of our platform.
We will continue to stream and play BTS music on the Pandora platform.
However, we take these matters seriously and have taken this step to protect everyone's interests.
Initial Complaint
Date:09/16/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pandora has removed my exclusive ******** Xm radio and weekend free listening.
Business Response
Date: 09/27/2023
To whom it may concern:
This customer created six inquiries to our support services but did not acknowledge or respond to any of our replies.
The ********** ad-free weekends promotion ended midnight January 9, 2023.

With the end of this offer you'll no longer be able to access the exclusive stations.

If you've enjoyed the exclusive podcasts and stations made available by SiriusXM, you can download and start a trial through mobile, web, tablet, or connected device.

If you've enjoyed listening to Pandora ad-free, we encourage you to check your eligibility for a 30-day trial of Plus or a 60-day trial of Premium offered directly through the Pandora website.

Additionally, the user can add ******************** Premium to their ******** add-ons page if they wish to pay through their mobile carrier plan. We're happy to assist further, and the user is welcome to respond to any of the emails we sent.

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