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Business Profile

Music Distribution Companies

Soundcloud Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Distribution Companies.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 19 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/26/2024

    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.
    They have hijacked my music on their platform which I legally own the copyright to. They refuse to respond to any support tickets I have sent. They denied my request to take it down (through their automated request system) saying to email their support which they NEVER reply to. There is no way I can leave their platform and take my music elsewhere because they are holding it and will not release it. There is no one to speak to or get anything resolved especially when they advertise priority support for paying customers.

    Customer Answer

    Date: 07/26/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:07/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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 an office coordinator working in higher education and my office previously used Soundcloud. This year we decided to cancel our service well in advance of the deadline for cancelling our subscription before being charged for the year. I received multiple emails confirming the subscription was cancelled and my business purchasing card wouldn't be charged. Here I come to find that Soundcloud charged my business purchasing card for the subscription with no emailed invoice or notice of this charge. And we deleted our profile when we cancelled our subscription so I cannot log in to check the billing information. The only way I can contact Soundcloud to try and dispute this is by submitting a request online. There is no confirmation that the ticket has been submitted, no way I can review the ticket and see if someone is actually going to help. And there is no phone number to call. The number I found while trying to search online goes immediately to a voice message (no option to leave a message) saying that no one manages the number and to go to ****************** for customer support. After seeing some of the other complaints here about a lack of response from their customer support, I am concerned this issue will not be resolved by Soundcloud.

    Customer Answer

    Date: 08/19/2024

    Dear Better Business Bureau:

    At this time, I have not been contacted by Soundcloud Inc. regarding complaint ID ********. My credit card issuer, *****************, issued a credit on 8/8 in response to my dispute of the unauthorized charge. I shared the documentation (previously shared with BBB) at the request of ***************** on 8/8 to confirm the charge was unauthorized. I spoke with a representative from ***************** on 8/15 on the phone who confirmed that the documentation was received and still being reviewed. ***************** has not confirmed whether or not Soundcloud has been in contact with them in response to the dispute.

    Thank you,

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

  • Initial Complaint

    Date:07/15/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 Next Pro Subscriber. Soundcloud claims that Next Pro Subscribers get priority support.I've submitted a total of 4 supports tickets with zero responses from the company.They reject my monetization even though I provide requested documents.They let my verification request reset with no approval or denial.They are false advertising with "priority support".I am trying to use services I pay for and Soundcloud is not holding up their end of the sale. It is negatively affecting my ability to monetize my music and putting burden on my music career.How can they get away with advertising for "priority support" when I don't get support at all?

    Customer Answer

    Date: 08/12/2024

    At this time, I have been contacted directly by Soundcloud Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    They have not resolved ALL support tickets as there are some still open for Fans BETA and profile verification. The verification keeps resetting and they never reply to why or why not they didn't approve it.

     

    Sincerely,

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

  • Initial Complaint

    Date:06/18/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 son ************************** dob 1/31/1969, ******************* has account with SoundCloud.com this site his site is called SOLIDBOLD MUSIC and goes by VMSteel.My son passed away 7/19/2023. I went to report this to SoundCloud on site says to send all verifications and email to @legal.soundcloud.com Ive done over and over but keeps coming back undelivered that address is bogus! You cannot communicate with this place no phone number and no email addresses to give this change. I dont know if monetary is in his account and simply wanted to be able to control his account keep his music there but, Im requesting the control over the account and have provided everything they want.

  • Initial Complaint

    Date:05/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 trying to cancel my soundcloud Go+ subscription for the past 2 hours and it is impossible to do so. I have looked up how to do it and it says there is a button under the subscription that dsays cancel and it is simply not there. There was even a picture to reference, and it surely was not there. In addition many other users have found extremely difficult to cancel their subscriptions with some even giving up and letting soundcloud continue to keep stealing their money. Their website says "cancel anytime", however you can not cancel any time. Currently my only option is to send their customer support line an email stating my grievences, and they will cancel it when they feel NOT ANYTIME. In addition to that when you submit a help request it asks you to choose from a list of why you are contacting them, and the top option is i am having trouble canceling my subscription. According to the 2010 Restore Online Shoppers' Confidence Act (ROSCA) companies need to provide simple and easy ways to cancel recurring charges and Soundcloud is NOT doing that. They have made it as difficult as it can be to cancel this subscription And I would not like to be charged anymore by them.

  • Initial Complaint

    Date:01/31/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 did not order this service. If I pressed a wrong widget or acceptance it was not intentional. I have no need for this service.

  • Initial Complaint

    Date:01/25/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Soundcloud Inc. has failed to provide the services that are in agreement. We have had zero ******************* support regarding multiple issues, and the consequences for lack of action on behalf of Soundcloud Inc. has hurt our business as a record label. We filed a refund for this years plan and they have yet to respond still. We seek immediate action to fix our release issues first. We then seek a full refund for this years payment and two months grace ****** to allow us to transition all our record label releases and data before the releases on Soundcloud for Artists are removed.

    Customer Answer

    Date: 02/23/2024

    Better Business Bureau:

    At this time, I have not been contacted by Soundcloud Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/19/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 account has been unexpectedly locked, specifically for "suspicious" streams affecting banking and royalties access. I am requesting documentation explaining the lock or immediate unlocking. Your prompt attention to this matter is appreciated. If not resolved swiftly, I will need to seek legal action.

    Customer Answer

    Date: 02/15/2024

    Better Business Bureau:

    At this time, I have not been contacted by Soundcloud Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/08/2024

    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 signed up for their $99 a year service. Upon completing the signup, I quickly noticed that the majority of features that were advertised were NOT accessible to me. These features were specifically aimed at being able to monetize my work. This made the purchase completely pointless. Soundcloud refuses to acknowledge this. Even though I reached out within ************************************************************************************************ I opened a Paypal dispute but it was closed because Soundcloud refused to reply.I want my money back ASAP. What was advertised was not delivered. I want Soundcloud to cease their employment of false advertising.

    Customer Answer

    Date: 02/01/2024

    Better Business Bureau:

    At this time, I have not been contacted by Soundcloud Inc. regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 04/10/2024

    Hey ****,
     
    Thank you for getting in touch. We apologize for the late reply, at the moment we're receiving a larger than usual number of requests so responding it's taking longer than normally.
     
    We unfortunately couldn't locate your profile in our system with the details you provided. Therefore, in order to help you with your request, we'd like to ask you to please send us the link of your SoundCloud profile - you can search yourself here.
    Alternatively, you could also send us the email connected to the account.
     
    Furthermore, could you please let us know the features that you were looking for?
     
    We are looking forward to hearing back from you soon!
     
    Best,
    ***
     
     

    SoundCloud Support Team
    SoundCloud

    Customer Answer

    Date: 04/10/2024

    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]

     I did not notice any mention of a refund. This was the primary goal within the first 24 hours of signing up and realizing I had been short-changed. I will gladly provide you with the details you requested ONLY if I am assured you are going to take action and return my money. It has been months without a response. That is unacceptable behavior which only furthers my desire to distance myself from your company as soon as possible.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 08/02/2024

    Hi there!

    We haven't heard back from you in regards to your request ********
    If you still need assistance, please reply to this email with the info requested previously.

    We're looking forward to hearing back from you.

    Best,
    SoundCloud Support Team

  • Initial Complaint

    Date:12/13/2023

    Type:Product Issues
    Status:
    Unanswered
    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'm a playing SoundCloud Next Pro user and I've attempted to contact support via their ticket submission form 4 times and never received a response. I frequently have issues with submitting releases for distribution and have no way to get any support. I pay for this service. I'm fully invested in SoundCloud now and I can't afford to have them not respond to support inquiries.

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