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:09/13/2023
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.
I am being charged for a subscription to Pandora music service. I want to cancel my subscription. When I tried to cancel my only option is to cancel online. But when I try to cancel it requires that I pay them a dollar from my bank card. I did that and that opted me into a $14.99 subscription to cancel. I want pandora to let me cancel my subscription without having to give them my credit card information and be charged
Business Response
Date: 09/14/2023
To Whom It May ***************** appears that the individual created and upgraded many accounts on the Pandora website using the following email addresses -
*************************
***************
I verified that the annual subscription for the account associated with *************** has been successfully canceled, and it is set to expire on January 10, 2024.
The Gmail account was upgraded to a $9.99 monthly subscription, and I've processed a refund for six charges as a one-time courtesy, even though our terms of service state that we do not typically provide refunds for monthly subscriptions.
I was unable to locate a $14.99 charge with the user's last 4 digits of the card used on the previous accounts or their name. I'd be happy to assist the user further in locating this and will reach out to them via email through our own internal system.
Please let me know if there is anything else I can do to help.
Initial Complaint
Date:08/11/2023
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 day 06/15/2023 I made a purchase on store nmero: ****** transaction: *****. I come back on 08/11/2023 to make a return on items that I got double from a gift. Employee told me that I cant return them because It passed a month on return policy. I talk to a manager name: ***** at location **************************************************************. I explained the situation on my return items he said that he can do an exception for this one time return. ***** asked for my account ******************** information and when he looked to my account he said that he can not return it after he said he can do an exception. This is unprofessional coming from a manager to a customer. I would like to file a complaint against this location and their unprofessional staff by ***** and his racism treatment. I would need an apology from them and process my return. After that I would proceed on closing my account with ******************** after many years of customer service.
Business Response
Date: 08/12/2023
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:08/09/2023
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.
Cannot get tech support to solve why Pandora will suddenly no longer cast to ****** home group using ****** Android phone. I submitted a complaint to the parent company, SiriusXM, and also posted to the Pandora community concerning my issue. Pandora posted my complaint with the name of " fpandoraasshole in Android" attached to my comments. This is HIGHLY OFFENSIVE and I never chose that alias. It was assigned by Pandora.I demand that a Pandora executive contact me to resolve my technical issue as well as APOLOGIZE for tagging my community comment with such an offensive name. This is deplorable corporate conduct. I would be glad to share this with local media.
Business Response
Date: 08/10/2023
To Whom It May ******* -
We have changed your username to MusicFan7822, as your original username violates our Community Guidelines. Please keep in mind that we have never changed your username previously. And it is noted that the change to the name was made by you or someone with access to your account at the time the message was posted.
That being said, I am unable to provide any additional information or a timeline as to when the issue you've experienced can expect to be resolved.
I have issued you a refund of $10.71 and set your account to the free service.

Your confirmation number is 002539AAAADCO3X5Y6MARG.

Although this request has been sent immediately to the merchant processor, it may be up to 10 days before the credit reflects on your account balance.
Initial Complaint
Date:05/31/2023
Type:Sales and Advertising 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.
Lying to investors by falsifying downloads. Sirius XM parent company to Pandora is running Pandora ads on other apps that lock up your device and apps. This causes the app to be downloaded without permission as the download button is strategically placed throughout the ad to promote accidental clicks linked to immediate download. This is a dishonest practice meant to inflate their downloads and we aren't going to pretend they aren't aware of it. If there was any integrity they would discontinue the ad but haven't.
Business Response
Date: 05/26/2023
May 26, 2023

Better Business Bureau Serving Metropolitan ********
Mediator
30 **************** 12th Floor
********, ** 10016

Re: BBB Complaint ID ********, ***********************

Hello Mediator,

Thank you for contacting SiriusXM regarding the complaint of ***********************. We regret that his recent experience led to a complaint with your agency. After researching ******************** account, it was found that his complaint is regarding the Pandora app.

Pandora is an independent subsidiary of SiriusXM, and we cannot respond on behalf of them. Any complaints that ****************** has regarding Pandora will need to be addressed directly to Pandora.

We have taken appropriate measures to address Mr. *************;concerns. If youd like to contact ** regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
To: ***************
****************************
Attention: Consumer Advocacy
*************************************************
37th Floor
********, ** 10020

Sincerely,

*********************************
Sirius XM Corporate Solutions Team
************** (option 3)
Customer Answer
Date: 05/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
As both a parent company and a marketing partner it is well within bounds and reasonable for them to reach out to their subsidiary about dishonest business practice. As mentioned in my original complaint and is now validated that this is a business integrity issue. Jilting consumers into fraudulent downloads should be addressed with a solution, not pushing it under the rug. ****** has direct relations with Pandora and is natural that I would file the complaint with them. Youre telling me you cant pick up a phone or send an email to resolve this with your own subsidiary? This is a sad excuse for avoiding accountability.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 05/31/2023
Hi ****,
Sorry to hear of your less than desirable experience with the Pandora app.
To best look into this matter further, I'm going to send a direct email from our support handle to your *********************** email address.
Please be on the lookout for that message. Thank you for your patience.

-Pandora Support Team
Customer Answer
Date: 06/01/2023

Complaint: 20063225

I am rejecting this response because:
They already attempted reaching out via email to the initial complaint to which I made it abundantly clear any reply is to happen here. Furthermore, I'm confused, first you say you can't address it and now you say you can best address it privately? This is an attempt to make the complaint and conversation private so they can control it internally and ultimately ignore it. Instead of offering a real solution you offer a series of ruses. Contact your subsidiary and stop malicious ***********************. That is the solution, anything else is a subversion of integrity. You've been made aware of it, as if you weren't already, put an end to it or your willfully duping consumers and investors.

Sincerely,

***********************
Business Response
Date: 06/01/2023
We can advance the conversation here, ****. Here's the response I had sent via direct email yesterday:
We'll need a bit more information to adequately investigate and to isolate the potentially problematic advertisement.
To begin, there is no Pandora account registered under the email address: ***********************

Is your account under a different email address? Let me know.
Additionally, please include as much of the below information as possible:
1. What was the ad for? Do you remember the brand, product, event or website name?
2. How are you accessing Pandora? Are you on a computer, phone, tablet or in-home device (TV, Xbox, Blu-ray player, etc.)?
3. Was it a visual ad, an audio ad, or a video ad with audio?
4. Which of your station(s) did you hear/see it on?
5. What time of day did this advertisement play?

If you're able to get a screenshot of what's happening, please send that along as well.

Once I have more information about the ad, I can pass it along to our advertising team for their review. Thanks again for your patience.
Customer Answer
Date: 06/01/2023

Complaint: 20063225

I am rejecting this response because:
Your response makes it clear you did not read the original complaint but I will indulge. I dont have a Pandora account because the app was forcibly downloaded. I have no interest in your product yet it was a forced download background.
The ad ran on a mobile game called Rumbe Heroes but im certain it's on other apps. When the ad starts it forces the screen to rotate horizontal. The download button then strategically covers the entire area of the phone controls. The ad completes and locks the device up and cannot be closed meaning the only way to exit is to use the controls to forcibly close the entire app. This forces you to hit the download button that had been designed directly over the phone controls. The download is done in the background away from the app store with no confirmation and forcibly downloads itself with a single tap and no notification. This also means you can't set a review on the app store about this malicious programing. Additionally many users are likely unaware its even been installed but I realized the moment the ad locked my device what was happening.
This is malicious advertising. As a company you'd have to specifically design and program the ad this way with the ad forcing the screen rotation, the download button placed directly over phone controls, the locking of the device, and the one tap no notification forced download.
Lets pretend you somehow accidentally programmed all these (which isnt possible). As with any business ever you'd vet your advertisement to ensure its working because you're paying for it. If this WAS some honest mistake you'd have realized it right away and removed it having any integrity. This is very clearly an intention decision to falsely inflate your downloads and being publicly traded we know youre sharing these download numbers with investors. My goal here is to not only have the ad campaign ceased but to make it abundantly clear to consumers and your investors of this unacceptable practice.
Sincerely,

***********************
Initial Complaint
Date:05/20/2023
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 paid Pandora Music for the year of 2023. A week ago they have blocked their service to me in apparent attempt to con or force me to upgrade my subscription. After unsuccessful attempts to get them to restore the service I cancelled the service but have already paid them though the rest of 2023. I have repeated requested that Pandora either (1) restore the service for the rest of 2023 or (2) refund my credit card for the remaining 7 months of this year. Pandora has done neither. Instead I get form emails that continue to try to force me to upgrade my subscription as well as activate my original subscriptions again. I am requesting this company either provide the service I have paid for or give me a refund for the remainder of 2023 that I have paid for.
Business Response
Date: 05/21/2023
We have refunded the charge in full to the user and canceled the service.
Refund - $54.89
Order ID - **********************
Despite our efforts to troubleshoot the user's issues, we were unable to find a solution.
We hope this is helpful.
Customer Answer
Date: 05/22/2023
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. I was locked out of all access to Pandora Music even though I had paid for it because I had unknowingly listened to some music not included in Pandora Plus. In doing this Pandora was trying to con of force me to upgrade to Premium for more money. Sorry but this is a pure and simple scam and Pandora has lost another paying customer which they seem to be doing a lot of now. Pandora has returned the $54 to my credit card and I am satisfied with that.

Sincerely,

*******************************
Initial Complaint
Date:04/24/2023
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.
Over the past few weeks the app will randomly skip, pause or change playlist. No external devices connected. Attempted to uninstall and reinstall app. No resolution. Attempted to call pandora but they only provide support over email. I have sent them 5-6 emails and all I ever receive is an automated response telling mr to uninstall and reinstall the app. 3 days ago I stared getting messages someone else is using my Pandora, I changed the password and still continued to receive this message. Send it to Pandora and never got a response. I am paying $15 a month for a service that is unusable. I cant even talk to a real person to see about getting this resolved for a refund. Pandora Case #: ********, ********.
Business Response
Date: 05/01/2023
We have refunded the charges and canceled the user's subscription.
We understand and sympathize with the user's frustration. A ticket has been opened, and our engineers are working to resolve the issue.
Moving forward, we are glad to assist the user via email, chat, and our community page.
The refund receipts have been emailed to the address ****************************.
Customer Answer
Date: 05/01/2023
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:04/23/2023
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 canceled my pandora service in December 2022. They stopped charging my account for ******* but picked back up in February and double charged me, then again in March. I reached out and asked for a refund. They couldn't find any account with my name, number or email. They eventually used the last 5 of my card number to find the charges, they issued a refund and said it was an error and it wouldn't happen again. Well April I was double charged yet again, this time overdawing my account. I have reached out about the charges and the extra fees they have caused and was told there's nothing they can do so now I have to cancel my debit card to keep them from charging me whenever they feel like it
Business Response
Date: 05/01/2023
Hello,
We acknowledge the mistake made in failing to cancel the subscription previously. We would like to compensate the user for any overdraft fees incurred by sending them a check. Kindly request that they send us a screenshot of the fees, and we will mail the check to them promptly.
In order to reprocess the refund, we will need to issue a check and forward it by mail.

Please provide all of the following information in order to proceed:

First Name
Last Name
Mailing address

Customer Answer
Date: 05/02/2023

Complaint: 19971877

I am rejecting this response because: Almost a month ago I reached out and your company to cover the overdraft fees I acquired after you for the 3 month in row made unauthorized transactions on my card. The previous two months, I explained I paid the overdraft fees, but I refused to so a third time. You told me to take it up with my bank as I show in the provided email Screenshot above.
So drove the 56 miles to town and the 56 miles home 5 separate times just to deal with this. I had to get a new debit card, go through the fraud process, and block your company from making any kind of transactions on my account. As of yesterday my bank provided 3 refunds of $25 since they did in fact prove you STOLE from me for 3 months with 5 separate transactions and then refused o pay the overdraft fees even after you said I shouldn't have been charged.
Had you just accepted the screnshots of the fraudulent charges and the overdraft fees they caused, this would have been a peaceful resolution, but you forced me to drive over 500 miles, make my bank pay the bill, stopped communicating for almost a month, and then said OK you'll pay the fees. I am on unemployment with a 100% disabled us marine husband and 2 kids, there's no reason why I should have to make so much effort and time and gas just to right a wrong on your companies behalf, when what I asked for in the beginning was totally reasonable: pay the overdraft fees, refund April's charge and never charge me again. You refused, after I paid 2 months of fees because of you, you still refused to make it right. Now a month later you want to make it right but my bank and I already did that like you told us to .....so how do you fix this now???????????

Sincerely,

*****************************
Business Response
Date: 05/02/2023
I'm sorry to hear about the inconvenience you've experienced with our company. It sounds like you have had to go through a lot to resolve this issue, and I understand how frustrating that can be.
It's important that we take responsibility for any mistakes made and make things right for our customers. Although I understand that our support team was following the subscription policy, which states that we do not provide refunds for monthly subscriptions, nor do we accept responsibility for overdraft fees incurred as a result of charges, we would like to compensate you for the time, effort, and financial burden you've incurred.
In order to do so, I'll need your mailing address.
If you have an alternative solution in mind, please let me know, and I will look into all of the options.
Kindly,
********
Customer Answer
Date: 05/03/2023
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. If you provide an email to send my address to, I'll send it.

Sincerely,

*****************************
Initial Complaint
Date:03/07/2023
Type:Customer Service 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 was listening to Pandora, semi loud, in the car with my kids (ages ****) and an ad for a company named OMG cream came on. The ad started with a girl moaning and screaming oh my god! Several times while continually moaning. Highly inappropriate for this to come on without notice. What if I used Pandora during a kids party or at the office. Pandora has a responsibility to its customers to ensure they protect there consumers at all times. This is unacceptable. Other ads like hemorrhoids and stuff are also inappropriate, but more acceptable.
Business Response
Date: 03/08/2023
Thanks for reaching out, ***************
One of our support specialists will be in touch via email to address your concern.
-Pandora Support Team
Customer Answer
Date: 03/09/2023

Complaint: 19554639

I am rejecting this response because: they only reached out to find out what date. I havent heard back after giving them the date right away.

Sincerely,

***************************
Business Response
Date: 03/15/2023
Hi *******,
It looks like we sent the following reply on March 10th. It may have gotten lost in your junk or spam folder.
"Hi *******,

Thanks so much for sharing your feedback.

I have passed your message along to our Ads team for further review.

In the meantime, I have also applied 1-free month of Pandora Premium to your account to make up for the trouble.

We appreciate you taking the time to reach out to us about this!"
Thanks for your understanding.
Customer Answer
Date: 03/17/2023

Complaint: 19554639

I am rejecting this response because:Thank you for your prompt attention to my complaint regarding the inappropriate ad played on Pandora music app while I was with my kids in the car. I appreciate your efforts to address the matter with Pandora.
However, I am not satisfied with Pandora's offer of a one-month free subscription. While I appreciate the gesture, I do not believe it adequately addresses the seriousness of the situation. As a concerned parent, I believe it is important to ensure that inappropriate content is not broadcasted to children.
Given the circumstances, I respectfully request that Pandora provide me with a year-long free subscription as a form of compensation for the distress caused by the inappropriate ad. I understand that this may seem like a lot to ask, but I feel it is necessary to address the gravity of the situation and to prevent similar incidents from occurring in the future.
Thank you for your attention to this matter, and I look forward to hearing from you soon.

Sincerely,

***************************
Business Response
Date: 03/26/2023
Hi *******,
We understand where you're coming from and how this could be a disturbing experience. This is being thoroughly reviewed by our ads team.
I've added some additional complimentary subscription time to your account for a total of 18 months of Pandora Premium.
Thanks so much for your listenership and caring enough to reach out. Take care,
-Pandora Support Team

Customer Answer
Date: 03/27/2023
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:01/20/2023
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.
Pandora slandered me to Sound Cloud Repost and other streaming companies by telling them that I was paying for streams without evidence! I have been producing sounds/music for streaming since 2019. Never have I ever been accused of buying streams. This was a lie. Their slander has ruined my reputation and resulted in lost income and business. I have tried to contact Pandora to no avail. I would like to have Pandora contact me and clear up this situation.
Business Response
Date: 01/26/2023
Pandora provides certain content licensors/aggregators (Third Parties) with quantitative data related to activity from their content. Third Parties are not under the control of Pandora and all decisions made by such Third Parties regarding their customers and/or content are made independently and outside of the control of Pandora.
Initial Complaint
Date:01/03/2023
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.
I want to submit my song to Pandora. My artist name is *******************. My UPC code for I keep the darkness is is ************. Can you please submit my song to Pandora. My music is distributed by CD Baby. ************************************************************************
Business Response
Date: 01/04/2023
Hi Will,
Our AMP team will reach out with next steps. Thanks,
-Pandora Support Team

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Pandora Media, Inc. is NOT a BBB Accredited Business.