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Business Profile

Home Electronics

Apple Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Electronics.

Complaints

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

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    Customer Complaints Summary

    • 9,771 total complaints in the last 3 years.
    • 3,528 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:06/30/2025

      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.
      I contacted Apple to extend my warranty on my iPhone 14 Pro in Jan as it wouldnt allow me on my phone. The *** couldnt figure out why it wouldnt allow me but said it was extended but to call back in a few days if it didnt show. Well it didnt show I messaged apple who then called me back who claimed they resolved it. It didnt show up. I called several more times with no luck. Recently I spoke with a Apple tech outside *********** in the Apple Store who saw all the contacts I made and said should have been extended but told me to call in as they can extend it especially with so much effort on my part. I called in and was denied even though they saw the efforts I made to get the warranty extended within the timeline ********** am absolutely disgusted that Apple would mislead me and deny me getting the Apple care warranty. At minimum Apple should honor the Apple care extension for my phone.

      Business Response

      Date: 07/11/2025

      July 11, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23540534






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      Apple appreciates the customers patience while we worked towards resolving this matter.


      The issue reported by the customer has been satisfactorily resolved.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 07/11/2025

       
      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:06/27/2025

      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.
      I bought an apple phone September 4 2024. May my apple account was locked by **********************. I submitted proof of purchase with detail information required 7 times. I have called apple support 4 times . I can not use the apple device because I cant get apple to unlock or reactivated my apple account. If I can not get this resolved I want apple to take this phone back I am still paying on an expensive phone that I can not use

      Business Response

      Date: 07/11/2025

      July 11, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23527638






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      The issue reported by the customer has been satisfactorily resolved. An email with additional instructions was sent to the customer on July 10, 2025.


      ********************** considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 07/11/2025

       
      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:06/26/2025

      Type:Sales and Advertising 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 downloaded an app that didnt work for what I needed it for on 6/20/25 and started a free trial. I have had a lot going on in my household and had to leave and totally forgot I had the app and was surprised when by a ****** charge to my bank. My bank was surprised to and thought it was fraudulent. I had no idea and canceled my debit card. Turns out the charge was for the app. Polycam 3d scanner which appears to be more geared to business owners which I am not. I requested refund and Apple denied. I appealed and they denied again. I talked to support and they said there was nothing I could do after a *** told me to let the charge go through and then request refund and it would probably be refunded. Im am very upset with the policy of not being able to return something. All other products, you name it, can be returned. I need the $****** to pay for groceries.

      Business Response

      Date: 07/09/2025

      July 9, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23524464






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      The following Apple ************** Terms and Conditions excerpt(s) may be viewed at *********************************************************************:


      B. PAYMENTS, TAXES, AND REFUNDS
      You can acquire Content on our Services for free or for a charge, either of which is referred to as a Transaction. Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of ********************** ******************************* or Apple ******************, then that entity is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple ******************************* or Apple ******************, as applicable, which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. On applicable Apple hardware, if you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: ***************************************************."


      If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Contents availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. Terms related to store credit and gift cards/codes are available here: *********************************************************************/giftcards. For more details about how Transactions are billed, please visit **************************************************. All Transactions are final. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.


      I. SUBSCRIPTIONS
      The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis (Paid Subscriptions). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit ***************************************************. You will be notified if the price of a Paid Subscription increases and, if required, your consent will be required to continue. You will be charged no more than twenty-four (24) hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period, as displayed on your receipt. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least twenty-four (24) hours before the free trial ends.


      In order to acquire Apple ************** Content, the customer must click the button labeled Buy, Free, Subscribe, or a specific price. The customer is then prompted to authenticate the Transaction at the price specified on the following screen by entering the Apple Account password, or using Touch ID, or Face ID.


      ********************** records confirm the Paid Subscription was purchased and authenticated via entry of the customers ********************** Account password, Touch ID or Face ID, and renewed in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.


      The customer may review ********************** Support articles If you want to cancel a subscription from Apple, available at *******************************************************, and Request a refund for apps or content that you bought from Apple, available at *******************************************************.


      Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 07/09/2025

       
      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:06/26/2025

      Type:Delivery 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.
      Recently placed a time sensitive order for a very expensive Macbook Pro that said it would be delivered next day, via free express shipping. The shipping time was the deciding factor in the purchase and when I woke up the day it should have been delivered the expected delivery date shifted back 4 days. Not only this, but the step within the shipping process had changed to a state where I can no longer cancel the order, before I was notified of the shipping change. At this point they are holding my over $4000 USD hostage so I can't even go purchase a new computer locally before this one arrives and I return it. This feels like false advertising and a way to try to strong-arm people into keeping computers after Apple changes the terms of the perceived deal. The website still claims next day shipping on the same computer. The nearest Apple store to me, about 200 miles away, has them in stock and could have easily shipped one overnight. The cutoff for next day shipping was 5pm and I placed my order before 2pm.I also spoke to customer service. They were smug and dismissive, and wanted to talk about fine print. There was no escalation to getting either a refund or delivery in a timely manner. Now I'm stuck with no real recourse and they know it.

      Business Response

      Date: 06/30/2025

      June 30, 2025




      Better Business Bureau
      ***************************************************************************************
      BBB Case ID: ********


      Dear Better Business Bureau:

      Thank you for your recent correspondence to the executive offices of Apple.

      The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns.

      We appreciate the customer providing ********************** feedback regarding their experience. Please be assured that Apple considers all of our customers' concerns to be important. In fact, many of Apple's product and policy changes have been made as a direct result of customer feedback.


      Sincerely,

      Apple Inc.

    • Initial Complaint

      Date:06/25/2025

      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.
      I was charged over $3,400 to an in app purchases that I NEVER made. The app will not help me nor will my bank. Apple has stated theres nothing they can do which is bull. I cannot afford my bills because of this and I have been fighting it for over 4 months. I have never had any issues or complaints or claims with them in the decade + that Ive had chase. Terrible company.

      Business Response

      Date: 07/02/2025

      July 2, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23518320






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      The following Apple ************** Terms and Conditions excerpt(s) may be viewed at *********************************************************************:


      B. PAYMENTS, TAXES, AND REFUNDS
      You can acquire Content on our Services for free or for a charge, either of which is referred to as a Transaction. Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of ********************** ******************************* or Apple ******************, then that entity is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple ******************************* or Apple ******************, as applicable, which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. On applicable Apple hardware, if you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: ***************************************************."


      If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Contents availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. Terms related to store credit and gift cards/codes are available here: *********************************************************************/giftcards. For more details about how Transactions are billed, please visit **************************************************. All Transactions are final. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.


      C. ACCOUNT 
      Using our Services and accessing your Content may require an Apple Account. An ********************** Account (previously called an Apple ID) is the account you use across Apples ecosystem. Use of *********** is subject to this Agreement and also requires a *********** account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised.


      O. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
      IN-APP PURCHASES
      Apps may offer content, services or functionality for use within such Apps (In-App Purchases). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases separate from any authentication to obtain other Content by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen (15) minutes without re-authenticating unless you have asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: ***************************************************.


      In order to acquire Apple ************** Content, the customer must click the button labeled Buy, Free, Subscribe, or a specific price. The customer is then prompted to authenticate the Transaction at the price specified on the following screen by entering the Apple Account password, or using Touch ID or Face ID.


      The customer is responsible for maintaining the confidentiality and security of their Apple Account. ********************** is not responsible for losses arising from the unauthorized use of the customers ********************** Account.


      ********************** records confirm the Transactions were authenticated via entry of the customers ********************** Account password, Touch ID or Face ID in accordance with the Apple ************** Terms and Conditions over the course of five months (October 19, 2024, to March 26, 2025). As such, Apple declines the customers refund request.


      If the customer is concerned an unauthorized person might have access to their Apple Account, ********************** recommends the customer carefully review ********************** Support articles If you think your Apple Account has been compromised, available at *******************************************************, and Security and your Apple Account, available at *******************************************************.


      Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 07/02/2025

       
      Complaint: 23518320

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:06/24/2025

      Type:Sales and Advertising 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.
      Apple refuses to delete iCloud email ************************ Someone got physical access to my iPad overnight. They were hiding in my basement and hooked this iPad up to my router. There was a cord left behind after they left. This email seems to be hooked to some other device like a phone that isnt under my control. Ive deleted all financial info from it. Email just needs to be deleted now.

      Business Response

      Date: 07/01/2025

      July 1, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23511863






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      As part of putting customers in control of their data and privacy, Apple gives them the ability to permanently delete their Apple Account account at any time and for any reason. The customer may delete their ********************** Account by following instructions in Apple Support article How to delete your Apple Account, available at *******************************************************.


      If the customer is unable to access their ********************** Account, ********************** recommends they review Apple Support articles If you forgot your Apple Account password, available at *******************************************************, and Two-factor authentication for Apple Account, available at *******************************************************.


      At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple Account. Details regarding privacy at Apple are available at **********************************************.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/24/2025

      Type:Delivery 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.
      Dear Better Business Bureau,I am reaching out to you in frustration and desperation regarding an Apple order that has gone missing. On June 17, 2025, I placed an order with Apple (Order Number: W1683839699), which was supposed to be delivered by ****** The tracking number shows the package as Delivered, but I never received it at my address.Even more concerning, the tracking only shows a forged signature with no actual delivery proofno photo, no detailsnothing that confirms the package was delivered to me or to my residence. It appears that someone either misdelivered or falsely marked the item as delivered.I immediately contacted Apple to report the issue. To my shock, they told me to report it to local law enforcement, which I promptly did. I called the ***********************************, and they issued me case number 250027683.Despite following all instructions and doing everything a responsible customer could do, ********************** has refused to issue a refund or send a replacement. I am now left without my purchase and without any meaningful support from a company I trusted.This situation has caused me significant stress and emotional frustration. I am turning to the Better Business Bureau for help because I truly feel powerless dealing with this alone. I have always believed in fairness and integrity in consumer rights, and I am pleading with you to help mediate this issue.All I am asking is for Apple to take responsibility and either refund the amount paid or send me a replacement for the product I never received.

      Business Response

      Date: 06/25/2025

      June 25, 2025








      Better Business Bureau
      1112 S Bascom Ave.
      San Jose, CA 95128-3507
      BBB Case ID: 23511145




      Dear Better Business Bureau:


      Thank you for your recent correspondence to the executive offices of Apple.


      The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, Apple has invited them to contact us directly. 


      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 06/30/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23511145, and find that this resolution is satisfactory to me.




      Sincerely,



      Baichuan Liu

    • Initial Complaint

      Date:06/23/2025

      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 a free trial for an app called Calm. The trial period was for 7 days & then I would be charged for the year subscription. After a few days, I notice that Apple was trying to charge my account, prematurely, for the year subscription, so I immediately canceled it. I began to chat with Apple & was told that if I put the amount of the subscription price on my Apple account to clear the charge, I would be able to request my money ******************************* my account to full functionality. That was on 6/11/2025. On 6/20/2025, my card was debited for that charge. I submitted a refund ************ was denied. I then submitted an *********** was denied. I spoke with an advisor, who tried to help, but her actions were limited, so she transferred me to a senior advisor, named *****, who said that my subscription started on the 9th, so I was charged on the 16th, which is the last day of the subscription. Like any other subscription, you are charged the day that the subscription begins; not the day the trial period ends. He proceeded to tell me that I started the subscription began at 8:55 AM on the 16th. That was a false statement because free trials end at the end of the day. He asked me to submit the chat *************** sent them, then the call dropped. I called back & spoke with a Senior Advisor named *****. He was very dismissive, talking over me, & was not even listening to what I was saying. He was rude. I called back to file a complaint & the advisor to file a complaint, only to be told that they would submit my feedback. I asked can I get a *************** said no. I asked to be transferred to the previous Senior Advisor ************ said that he could not. After that, I ended the conversation.

      Business Response

      Date: 06/26/2025

      June 26, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23507661






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      The following Apple ************** Terms and Conditions excerpt(s) may be viewed at *********************************************************************:


      B. PAYMENTS, TAXES, AND REFUNDS
      You can acquire Content on our Services for free or for a charge, either of which is referred to as a Transaction. Each Transaction is an electronic contract between you and Apple, and/or you and the entity providing the Content on our Services. However, if you are a customer of ********************** ******************************* or Apple ******************, then that entity is the merchant of record for some Content you acquire from Apple Books, Apple Podcasts, or App Store as displayed on the product page and/or during the acquisition process for the relevant Service. In such case, you acquire the Content from Apple ******************************* or Apple ******************, as applicable, which is licensed by the Content provider (e.g., App Provider (as defined below), book publisher, etc.). When you make your first Transaction, we will ask you to choose how frequently we should ask for your password for future Transactions. On applicable Apple hardware, if you enable Touch ID for Transactions, we will ask you to authenticate all Transactions with your fingerprint, and if you enable Face ID for Transactions, we will ask you to authenticate all Transactions using facial recognition. Manage your password settings at any time by following these instructions: ***************************************************."


      If your primary payment method cannot be charged for any reason (such as expiration or insufficient funds), you authorize Apple to attempt to charge your other eligible payment methods in order from top to bottom as they appear on your account settings payments page. If we cannot charge you, you remain responsible for any uncollected amounts, and we may attempt to charge you again or request that you provide another payment method. If you pre-order Content, you will be charged when the Content is delivered to you (unless you cancel prior to the Contents availability). In accordance with local law, Apple may automatically update your payment information regarding your payment methods if provided such information by the payment networks or your financial institutions. Terms related to store credit and gift cards/codes are available here: *********************************************************************/giftcards. For more details about how Transactions are billed, please visit **************************************************. All Transactions are final. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim.


      I. SUBSCRIPTIONS
      The Services and certain Apps may allow you to purchase access to Content or Services on a subscription basis (Paid Subscriptions). Paid Subscriptions automatically renew until cancelled in the Manage Subscriptions section of your account settings. To learn more about cancelling your subscriptions, visit ***************************************************. You will be notified if the price of a Paid Subscription increases and, if required, your consent will be required to continue. You will be charged no more than twenty-four (24) hours prior to the start of the latest Paid Subscription period. If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled the Paid Subscription, you remain responsible for any uncollected amounts, and we will attempt to charge the payment method as you may update your payment method information. This may result in a change to the start of your next Paid Subscription period and may change the date on which you are billed for each period, as displayed on your receipt. We reserve the right to cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. Certain Paid Subscriptions may offer a free trial prior to charging your payment method. If you decide to unsubscribe from a Paid Subscription before we start charging your payment method, cancel the subscription at least twenty-four (24) hours before the free trial ends.


      In order to acquire Apple ************** Content, the customer must click the button labeled Buy, Free, Subscribe, or a specific price. The customer is then prompted to authenticate the Transaction at the price specified on the following screen by entering the Apple Account password, or using Touch ID, or Face ID.


      ********************** records confirm the Paid Subscription was purchased and authenticated via entry of the customers ********************** Account password, Touch ID or Face ID, and renewed in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.


      The customer may review ********************** Support articles If you want to cancel a subscription from Apple, available at *******************************************************, and Request a refund for apps or content that you bought from Apple, available at *******************************************************.


      Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/23/2025

      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.
      Hello I am contacting because I had tried resetting my IPad to my mistake unknowingly that now Apple had imposed an Activation lock on my account. Okay thats fine though it asks for the email and password now i entered it exactly correct and now it informs me that the Apple Account is locked and that I must reset it. Which I did not know I would be asked and is impossible to do as the email is no longer in service and I am unable to ask the person whos set up the security questions the answers, as they unfortunately passed away and even though I know the date of birth and password and everything it still wont let me reset or change the security questions and is forcing me to do this as the account is locked for whatever reason and I cant access my device because of this. I am writing this complaint as all my efforts to unlock this account havent been helpful and I hope this will maybe understand the situation and make it right.

      Business Response

      Date: 06/26/2025

      June 26, 2025






      Better Business Bureau
      *****************************************************************************************


      BBB Case #: 23505609






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      The customer may reset their ********************** Account password at ******************************************, and review and update their security questions by following instructions in Apple Support article Change your Apple Account security questions, available at *******************************************************.


      Find My includes Activation Lock, which is a feature designed to prevent anyone else from using your iPhone or iPad if it's ever lost or stolen. Activation Lock turns on automatically when you turn on Find My on your device. After it's turned on, Apple securely stores your Apple Account on its activation servers and links it to your device. Your ********************** Account password or device passcode is required before anyone can turn off Find My, erase your device, or reactivate and use your device.


      If you can't find your Apple Account or reset your password, you'll lose access to your account and might be unable to use or reactivate your device. To help prevent this, visit your Apple Account account page ************************************************** periodically to review and update your account information.


      Before you buy an iPhone, iPad, or iPod touch from someone other than Apple or an Apple Authorized Reseller, make sure the device is erased and no longer linked to the previous owners account.


      ********************** recommends the customer carefully review ********************** Support articles Activation Lock for iPhone and iPad, available at *******************************************************, and How to remove Activation Lock, available at *******************************************************.


      At Apple, we believe privacy is a fundamental human right; we are committed to keeping your personal information safe. To maintain that privacy, Apple Support is not able to make changes to an Apple Account. Details regarding privacy at Apple are available at **********************************************.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/22/2025

      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.
      On June 11, 2025, I spoke to an AppleCare Plus representative about getting a refund for my monthly subscription for AppleCare Plus. I was paying for a warranty service that did not cover my current Iphone 8 Plus. Instead, it was covering an old Iphone 8 that was defective and replaced in May 2021. The current Iphone in my possession is the replacement phone I was given to replace the old defective one. The new replacement Iphones ID number was never updated on by Apple thus my AppleCare Plus warranty never covered that particular phone. I never was aware of that oversight until I had to get a battery replacement. The Apple Store said that my current replacement Iphone was not covered yet I was still being charged the monthly $6.48 fee for AppleCare Plus since May 2021. We finally agreed on a sum of $237.76 refund. The next day I received an email that this amount was reduced to $149.04. That is a reduction of $88.72. There was no explanation as to why this amount was reduced. I am respectfully requesting an explanation for this reduction in refund amount. My case # is ************.

      Business Response

      Date: 06/30/2025

      June 30, 2025






      Better Business Bureau
      1112 S. Bascom Avenue
      San Jose, CA 95128


      BBB Case #: 23504292






      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced case number.


      The following AppleCare+ for iPhone excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/applecare/applecareplus/1020/101320_applecareplus_us.pdf:


      “1. The Plan
      This contract (the “Plan”) governs the services provided by Apple under the above plans and includes the terms in this document, your Plan Confirmation (“Plan Confirmation”), and the original sales receipt for your Plan.”


      “2. Plan Term and Renewal
      Plan coverage begins when you purchase the Plan and continues, unless cancelled, through the date specified in your Plan Confirmation (the “Plan Term”).


      For Monthly Plans, your Plan Term is one (1) month. Monthly Plans will automatically renew each month unless cancelled as set forth in the “Cancellation” Section 9 below, including in the event that Apple is no longer able to service your Covered Equipment due to the unavailability of service parts, in which case Apple will provide you with sixty (60) days’ prior written notice of cancellation, or as otherwise required by law.”


      “9.  Cancellation
      9.1 Your Cancellation Rights
      Regardless of your method of purchase, you may cancel this Plan at any time for any reason.”


      Apple records confirm the customer’s iPhone 8 Plus was purchased on March 5, 2021, and it was covered by AppleCare+ for iPhone until the customer canceled the Plan on June 12, 2025. The customer was able to cancel the Plan at any time for any reason by following the steps outlined in the Plan terms or article below. However, Apple has no record of the customer canceling the Plan or trading in or returning the device. As such, Apple declines the customer’s request to refund the monthly Plan renewals from June 16, 2023, and prior, and invites the customer to follow up with Apple Support should they have documentation confirming the device was traded-in or returned to an authorized location.


      Apple recommends the customer carefully review Apple Support article “Cancel or change the payment method for your AppleCare plan”, available at https://support.apple.com/en-us/118218.


      Apple’s support site is available at https://support.apple.com, and Apple Support telephone numbers can be found in Apple Support article “Contact Apple for support and service”, available at https://support.apple.com/en-us/HT201232.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

      Customer Answer

      Date: 06/30/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23504292, and find that this resolution is satisfactory to me.




      Sincerely,



      Terry Green

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