Complaints

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:09/26/2022

  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.

  My cancel request #******* is.Despite cancelling my services with SoundCloud, the site continued to for 5 months. I've sent several emails with no resolve. There's no phone number to contact a live person. I had to delete my account altogether. I provided the necessary information via email, last 4 of my credit card, dates and amount of transaction. Dates of transaction 4/30/22, 5/30/22, 6/30/22, 7/30/22, 8/30/22 Amount each transaction $9.99 And they still did not provide a refund. The most recent email response requested I provide my full credit card information, bank information by email, requesting sensitive information online.

  Business Response

  Date: 10/12/2022

  From: SoundCloud Support [mailto:******************************************]
  

   

  ##- Please type your reply above this line -##

  Hello! Hej! Hi!
  
  Thank you for reaching out to SoundCloud Support.

  There are a few ways we can help from here:

  1) Please visit our Help Center to find the answer you need, or

  2) Please file a support ticket to get in touch with us directly.

  If you want to report infringing content, or if you have another legal request that requires immediate assistance, please visit our Terms of Use for information about our policies and to learn how to send your report.
  
  Thanks,
  Your friends at SoundCloud

  Please note: This is an automatic message - we don't monitor emails sent directly to this email address and we won't be able to reply directly to your email. Our emails function as a ticketing system and standard email client behaviour may not occur as expected. Any email address you remove from CC will not be excluded from the ticket thread, despite appearing to do so. Additionally, email recipients may not see all parties on CC. Please be aware of this if sharing sensitive information whilst other parties are on CC.

• Initial Complaint

  Date:08/31/2022

  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.

  SoundCloud wrongfully terminated my account in June. I have worked incredibly hard to prove to Soundcloud that this was done in error. Users targeted my account using false copyright strikes to get me deleted which has been documented in multiple sheets which are currently being used in a federal investigation. Multiple times I have contacted support to explain that only a single strike filed on my account was done legitimately, and this was completely ignored. Nobody looked into my begging pleas, and after paying for the service for 10+ years I feel I am owed more than a we dont care - goodbye. My account was my entire career, and I lost years worth of accomplishments and connections due to oversight by the Soundcloud team. I need to speak to a human being who can help me resolve this issue. Every single complaint has been ignored and my career tossed to the side and my loyalty disregarded. Inconsistent enforcement of TOS means that technically, Soundcloud can delete entire subgenres off the platform but choose not to unless claimed, regardless of if the claim has ANY validity. I need resolution. I cant sleep at night.

  Business Response

  Date: 09/03/2022

  Hi there, 

  Under the **** (Digital Millennium Copyright Act) we are legally obligated to remove content that is reported to ** for copyright infringement. We are also required to have a repeat infringement policy and all accounts which reach three strikes are suspended from the platform. 

   Best,

  Customer Answer

  Date: 09/06/2022

  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]

   Hello,
  
  
  Ive been attempting to explain that the strikes received which resulted in my termination, were filed falsely by aggravated individuals that hold no right to any of the music claimed. My account was terminated for a strike on an upload which I have full permissions for. I sent the proof of permissions initially, and I have an open dispute with the support team now in which Ive been asked to provide proof and Ive provided it both times asked in the manner requested and I am still being ignored. The same individuals who sought to deplatform me compromised multiple accounts on the platform to further defame my character and also likely used these compromised accounts and their verified status to file the false DMCA claims. They were only able to successfully delete my account because the support team did not once listen to the situation at hand, as all of this was explained on day one to zero result or understanding. Three strikes are required for deletion. Even if SC decided to keep the other two FALSE strikes against me, I have full permissions for third upload/strike which would still not be cause for deletion and I have provided said proof time and again. 
  
  
  My Soundcloud platform was the only thing keeping me motivated to push forward in life. I genuinely believe everything stated above to be true, and all I am asking for is my account back as Ive been deplatformed entirely based off of false DMCA and neglect. 
  
  
  I am happy to explain anything and everything about this situation. I have dated proof of everything mentioned. Ive been a paying customer for 12 years, and I would very much like to continue forwards with you all. What a misunderstanding :) I look forward to your resolution.

   

  I have been attempting to explain that the strikes received which resulted in my termination were all filed falsely by agg  individuals with no rights to any of the music claimed.

   

   

   

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

  
  Sincerely,
  
  *** *
  
  
  
  
   
  

  Business Response

  Date: 09/10/2022

  Hi there,

   

  We are not in a position to mediate in disputes. We would only be able to reinstate the account if this user resolves their issue with the reporting party, either amicably or in a court of law.

  We are required to have a repeat infringement policy in order to be compliant with copyright law.

   

  Best,