Hi team

My wife bought an iPhone XR on November 2nd.  We were listening to her Spotify Premium in the car on the way to Spark.  We paid the difference of her old phone's interest free payments onto her account, and the Spark rep then rolled up her Open Term plan so that there was only going to be one device on it.  All good at that point, we walked out with her new phone and things seemed normal.

We got back in the car and when she launched Spotify she started getting ads.  When she checked the subscription, Premium had disappeared.  I figured there must have been something that happened during the rollup and maybe she needed to activate the Premium subscription again via the Spark website.  We got home and tried that, but got an error at the final step (on the Spark side) saying there was a "Spotify Registration Error" and "There has been an error with your request".  

I got on a chat with Spark and went through the usual same steps I'd already tried, and was then told that there was an issue with Spotify where accounts had been randomly dropping off.  I found that weird and very coincidental that it happened at the same time as the plan rollup.  When I queried this I was then told the rollup was stuck in the system.  That made more sense, so I said I'd try on Monday when the rollup had processed and see what's what.

Come Monday the same problem occurred.  Contacted Spark again, and it was escalated to the back end with a 3-5 day turnaround.  A few days later my wife got a message saying it's resolved and try again - same problem occurred.  A few days later, another update - it's fixed please try again.....but same issue again when we tried.  Then yesterday she got an email at 11am from a CSR saying he'd check again and come back to us that day.  Cut to Monday and we've heard nothing.

Can anyone help with this?  I don't have a problem with things going wonky now and then, but this has now taken 11 days to fix and my wife is getting very frustrated not being able to listen to her music at the gym and in the car.

Thanks!