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Business Profile

Internet Services

Pandora Media, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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Pandora Media, Inc. has 5 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2022

      Type:Product Issues
      Status:
      Resolved
      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 received two gift cards for Pandora *************** Services in the amounts of $25 and $100 to be used to purchase a premium plan. When I tried to purchase the premium plan for a yearly subscription, their website AND their app will not allow me to put both gift cards in so I can receive the best price offered and utilize my gift cards in a convenient and cost effective manner. I have contacted their support team multiple times and they refuse to help me combine the cards OR have it so I can enter them separately on the same transaction. They also refuse to allow me to use ****** pay (where I could load both cards) to pay for the yearly plan at the cost savings price.

      Business Response

      Date: 12/28/2022

      Sorry to hear of your dissatisfaction, *******. 

      We'll reach back out on the direct email thread you have open with ** (case ********) to explore more possible solutions. 

      Thanks for your patience.

       

      Customer Answer

      Date: 12/31/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and they have reached back out to me.  Thank you for your help in this matter!  I only wish I didn't have to have gotten you involved for the business to make this right by consumers.  I am hopeful that this business will learn from this interaction and fix the issues so no one else has to experience what I have.

      Sincerely,

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

    • Initial Complaint

      Date:12/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a subscriber of Pandora Internet Radio. I've held an account with them for years now and recently moved to a paid subscription. On Friday, Dec. 9th, 2022 I reached out to Pandora for troubleshooting assistance on an error message I received on the Pandora app on my Roku/TV. Pandora does not provide any phone assistance. I emailed them and created a claim on their website. Since then I have been emailing and filing claims. The response is occasional at best. The app gives an error message and will not load. I checked for software updates and the software is up to date. I also removed and reinstalled the application 3 times. The error message still occurs and the app does not load. The last time I emailed them was on Tuesday, Dec. 13th, 2022. To date, they have not responded.They do not provide any support via phone and are at this point ignoring any request I am making to fix the problem. They are in fact not responding whatsoever. I am a paying customer.

      Business Response

      Date: 12/19/2022

      Hi *****, 

      Thanks for your patience. It looks like you're in contact with one of our Lead Support Specialists. 

      We'll be in contact in that email thread. 

      -Pandora Support Team

       

    • Initial Complaint

      Date:12/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Accidentally made a typo when starting a free trial for their music subscription, but didnt notice until I tried logging into the account. I immediately contacted customer support and they said they tried to look for my account but could not find it. They asked for my debit card number to see if my banking info was saved to their site and they claimed it wasnt and that I would never be charged. A month later and Pandora charged my account ****. I contacted customer service again and they still say they cant find my account. This company plans to indefinitely scam me out of $**** every month

      Business Response

      Date: 12/14/2022

      Thanks for reaching out, Skye. 

      It looks like you've been in touch with our support team and have received the desired resolution. Reference case 04427095. 

      Please let us know if any further assistance is required. 

      -Pandora Support Team

       

      Customer Answer

      Date: 12/14/2022

      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:11/30/2022

      Type:Product Issues
      Status:
      Answered
      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 cancelled my membership with pandora over a month ago, however, they continued billing me and i received a follow up bill after I already canceled.I sent them an email requesting a refund and an explanation, but I received no response. After 3 days, I emailed them again, since they apparently dont value good customer service by providing phone support (or even email support since they dont respond).I still havent heard from them. I filed a chargeback with my bank because these frauds have attempted to steal my money, and I dont want it happening another month. Terrible customer service. No phone support, no email support, and they keep taking your money even when you cancel.

      Business Response

      Date: 12/01/2022

      Hi ******, 

      We received your initial email messages and replied - I recommend checking your spam or junk folders for our responses (case reference #s 04404441 and 04407811).

      It appears you may have multiple Pandora accounts, one of which remains upgraded which is why you continue to be billed. Please reply via email on one of the aforementioned cases and we'll be able to get this squared away. If you're unable to locate those emails, let me know through this portal and we'll explore another solution. 

      Thanks for your patience. 

    • Initial Complaint

      Date:10/06/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Been paying $9.99/mo for years *** have no commercials. Now my subscription cancelled and I renewed at $4.99/mo for no commercials and I still have commercials. The company has responded with request of proof of commercials. I have recorded and sent commercial to Pandora. Still paying for no commercials and receiving commercials. Maddening.

      Business Response

      Date: 10/06/2022

      Hi ****, 

      I see you're in contact with one of our Support Specialists. Please review the information they've provided regarding your experience hearing ads and current subscription standing. 

      If you have any additional questions, just reply in that email thread and we'll be glad to assist further. 

      Thanks for your patience. 

      -Pandora Support Team

    • Initial Complaint

      Date:10/05/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 music though Pandora for my music on Distro Kid. The song is called I Keep This Distance by ******************* and the **** is QZNWY2297745.

      Business Response

      Date: 10/06/2022

      Hi Will, 

      We'll have one of our specialists reach out directly. Please keep an eye out for that email.

      -Pandora/AMP Support Team

       

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Answered
      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.
      This is a follow up to my first complaint, I am just going around in circle. I got a response from Pandora which said that Versa 3 would be working on their side because it not Pandora. When I called Versa 3 technical report they did everything they could and said it's not Versa 3, it's Pandora, if we did all we could and Pandora is not opening, it's Pandora. Still can't send Pandora an email, their virtual assistant is no help. I want to cancel my subscription for Pandora on my Versa so they won't bill for it. And especially if there is no way a business dealing with consumers, there is no calls or email to their business.

      Business Response

      Date: 10/03/2022

      Sorry to hear that, ***************

      We'll follow up shortly with confirmation that your trial has been canceled. Keep in mind, you can always directly reply to one of our emails in your inbox to carry on the conversation.

      Alternatively, we can be reached via email using the contact form available here: https://help.pandora.com/s/contactsupport?language=en_US

      I hope this is helpful. Take care,

      -Pandora Support Team

    • Initial Complaint

      Date:09/28/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 purchase a free subscription for my versa watch, everytime I try to use it it tells me to download it, I have 20 times, have an account...it will try to open and never do, I waited 1 hour and 46minutes and it still never downloaded...please help, we can't talk to anyone live, you go thru all the information and still can't send email. I am disabled, bed ridden, I got it yo pass the time on my watch with my ear buds..and now they will take $9.99 from my account in October and I can't stop it. Please help..we can't call, go on virtual something, that do work and still can't email.

      Business Response

      Date: 09/29/2022

      Hi *******, 

      Sorry to hear you've had trouble getting Pandora up and running on your Versa watch. One of our Support Specialists will be reaching out directly from our support handle with a recommendation on next steps. 

      Thank you for your patience. 

      - Pandora Support Team

    • Initial Complaint

      Date:09/18/2022

      Type:Product Issues
      Status:
      Resolved
      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 Internet Radio keeps billing my **** $5.33 monthly for an unauthorized subscription that I do not even have access to. I have attempted to call Pandora's attention to this error by emailing them at the email address they give. Pandora does not respond, so they in essence provide NO phone suppoet nor respond to email sent to the email account they themselves provide.In the past, I paid for songs downloaded perhaps from Pandora but I have never requested a subscription.Sadly, these people (Pandora) do not provide phone support. It is therefore impossible to notify them of this unauthorized subscription using their so-called Support or Help page.Simply put, this company Pandora, has been stealing money from me every month and will not allow me to contact them.

      Business Response

      Date: 09/19/2022

      Hi Neloa, 

       

      We received and responded to your email on September 12th - it may be hiding in your spam or junk folder. That said, I've taken a look at your account under ************************ and see that it was enrolled in a Pandora Plus 2 month trial offer promoted by FitBit. 

      When signing up for the advertising-free trial, there is a box at the bottom of the payment page that reads: "I have read and agree to the Subscription Terms and authorize my payment method to be charged on a recurring basis. I understand I can cancel my subscription at any time."

      As a courtesy, I have issued you a refund of the last 4 payments ($21.32) and set your account to the free service.

      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.

      I hope this is helpful.

       

      -Pandora Support Team

      Customer Answer

      Date: 09/19/2022

      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:09/04/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Every month I have issues with Pandora failing to process my billing. Today, I cannot even update payment information to keep my premium subscription. I have provided valid credit card information over and over on their website and Pandora's website tells me that my information is incorrect. Multiple complaints have been filed against this company for the same issue.

      Business Response

      Date: 09/09/2022

      Hi *********, 

      It looks like you've been in contact with one of our support specialists. If you have any additional questions for us, please respond to the existing thread and we'll get back to you. 

      Thanks for your understanding.

      -Pandora Support Team

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

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