Business Profile
Home Electronics
Apple Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Apple Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9,755 total complaints in the last 3 years.
- 3,523 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/11/2025
Type:Service or Repair IssuesStatus: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.
The Apple Store in the uptown area in *********** refuses to let customers use the restroom. They claim it is an Apple policy; however, the store offers no alternative options for the consumer. The store manager states that the ********* in the uptown area allows consumers to use the restroom, but this is untrue. In fact, the whole uptown area has no bathrooms, unless you eat at one of the restaurants. But, this isnt always the case, as ********* also refuses to let patrons use the restroom. I am a disabled veteran who is consistently denied restroom access by the Apple store.Business Response
Date: 06/18/2025
June 18, 2025
Better Business Bureau
1112 S Bascom Ave.
San Jose, CA 95128-3507
BBB Case ID: 23453175
Dear Better Business Bureau:
Thank you for your recent correspondence to the executive offices of Apple.
This office attempted to contact the customer several times regarding their complaint. Because Apple has not received a response, Apple must assume, unless we hear otherwise, that the issues described in their complaint have been resolved to their satisfaction.
Sincerely,
Apple IncInitial Complaint
Date:06/10/2025
Type:Product IssuesStatus: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.
I noticed a purchase on 06/08/25 regarding ****** Gemini Ultra for $144. I ended up asking my son who I let borrow my phone and he said he eventually confessed to accidentally purchasing it. Now, dont get me wrong, I am handling this as a parent for him purchasing the item, but I made it EXTREMELY CLEAR to Apple that I do not support this charge nor did I authorize the charge. Yet both the initial return request and the appeal were rejected. And no, I do not plan on allowing this charge, this was extremely unprofessional by the company because I told them also that I cant afford this charge, and that this wasnt authorized as I said before.Business Response
Date: 06/14/2025
June 14, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23452832
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
“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 Apple Distribution International Ltd. or Apple Services Pte. Ltd., 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 Distribution International Ltd. or Apple Services Pte. Ltd., 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: https://support.apple.com/HT204030."
“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 Content’s 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: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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 Apple Account (previously called an Apple ID) is the account you use across Apple’s ecosystem. Use of Game Center is subject to this Agreement and also requires a Game Center 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.
You must be age thirteen (13) (or equivalent minimum age in your Home Country, as set forth in the Apple Account creation process) to create an account and use our Services. Apple Accounts for persons under this age can be created by a parent or legal guardian using Family Sharing or by an approved educational institution, though certain devices may prevent such Apple Accounts from accessing certain Services on the device. A parent or legal guardian who is creating an account for a minor should review this Agreement with the minor to ensure that they both understand it.”
“M. FAMILY SHARING
The organizer of a Family (“Organizer”) must be eighteen (18) years (or the equivalent age of majority in their Home Country) or older and the parent or legal guardian of any Family member under age thirteen (13) (or the equivalent minimum age in their Home Country as set forth in the registration process). Apple devices are required for access to all of the Family Sharing features. Family Sharing allows eligible subscriptions to be shared among up to six (6) members of a Family. To learn more about Family Sharing visit: https://support.apple.com/HT201060.
Purchase Sharing: Family Sharing’s Purchase Sharing feature allows eligible Content to be shared among up to six (6) members of a Family. The Organizer invites other members to participate, and agrees to pay for all Transactions initiated by Family members. The Organizer’s eligible payment methods are used to pay for any Transaction initiated by a Family member (except when the Family member’s account has store credit, which is always used first). Family members are acting as agents for the Organizer when the Organizer’s eligible payment methods are used. The Organizer hereby agrees: (1) to pay for such Transactions; (2) that Transactions initiated by Family members are authorized; and (3) Transactions will be charged to eligible payment methods in the manner indicated in Section B above. Organizers are responsible for complying with their payment method contracts, and assume all risk related to sharing access to their eligible payment methods with Family members. A receipt or invoice for any Family member Transaction is sent to the initiating Family member and, if billed to the Organizer’s payment method, also to the Organizer.
Ask to Buy: Ask to Buy is a feature that allows an Organizer to approve Transactions initiated by a Family member under age eighteen (18) (or the equivalent age of majority in their Home Country). Content shared by Family members or acquired via content codes generally is not subject to Ask to Buy; content codes facilitating access to subscriptions are subject to Ask to Buy. The Organizer must be the parent or legal guardian of any Family member for whom Ask to Buy is activated. Ask to Buy is enabled by default for any Family member under the age of thirteen (13) (or the equivalent minimum age in their Home Country) and stays on until deactivated by the parent or legal guardian. If Ask to Buy is turned off after the Family member turns eighteen (18) years old (or reaches the age of majority in their Home Country), it cannot be turned on anymore. Ask to Buy does not require Purchase Sharing to be enabled.”
“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: https://support.apple.com/HT201304."
Apple provides various resources and features for parents or legal guardians to monitor and manage their child’s device usage and purchase capabilities. While some of these resources are listed below, additional information is available at https://support.apple.com.
Use parental controls on your child's iPhone, iPad:
https://support.apple.com/en-us/105121
Use Screen Time to turn off in-app purchases on your iPhone or iPad:
https://support.apple.com/en-us/102470
Approve what kids buy with Ask to Buy:
https://support.apple.com/en-us/105055
Use Restrictions in iTunes on your PC:
https://support.apple.com/en-us/108959
Parental controls for Apple TV+ on the web:
https://support.apple.com/en-us/101657
Use Screen Time on your iPhone, iPad:
https://support.apple.com/en-us/108806
Set up Screen Time for a child on Mac:
https://support.apple.com/guide/mac-help/set-up-screen-time-for-a-child-mchlc5595037
Require a password for App Store and iTunes purchases:
https://support.apple.com/en-us/119848
In order to acquire Apple Media Services 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.
Apple records confirm the Transaction was authenticated via entry of the customer’s Apple Account password, Touch ID or Face ID in accordance with the Apple Media Services Terms and Conditions. As such, Apple declines the customer’s refund request, and recommends the customer enable restrictions as outlined in the resources and excerpts above.
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/106932.
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: 06/15/2025
Complaint: 23452832
I am rejecting this response because:
If you guys have a refund system but then reject the refund, then what’s the point? I didn’t even use the app and haven’t even touched the app in general.Like I did not authorize a $144 dollar charge, it was not authorized by me and you guys are okay with that?
Sincerely,
Liam MccarthyBusiness Response
Date: 06/24/2025
June 24, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23452832
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
Apple’s prior response to the Better Business Bureau remains unchanged.
Apple considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus: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.
Hinge TOS says that residents in ******** are entitled to a refund by the 3rd business day of midnight, I contacted Hinge to request a refund on the 2nd business day and was told to contact Apple. Apple said to wait and after a whole week, the charge was STILL on pending. Therefore, there was no way for me to request a refund. Apple is not following/honoring Hinge's TOS even though they checked it before it got listed on the app store. The hinge app had barely anyone in a 50 mile radius, and according to the Terms of Hinge, I am entitled to a full refund. I have been denied twice by Apple, contacted Apple support over the phone, and on the web multiple, just to be continued to be denied. I have spent OVER $1,200 and Apple cannot follow Hinge's TOS and refund me a small $19.99 subscription. ****************!Business Response
Date: 06/14/2025
June 14, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23452679
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
“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 Apple Distribution International Ltd. or Apple Services Pte. Ltd., 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 Distribution International Ltd. or Apple Services Pte. Ltd., 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: https://support.apple.com/HT204030."
“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 Content’s 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: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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 https://support.apple.com/HT202039. 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 Media Services 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.
Apple records confirm the Paid Subscription was purchased and authenticated via entry of the customer’s Apple Account password, Touch ID or Face ID, in accordance with the Apple Media Services Terms and Conditions. As such, Apple declines the customer’s refund request.
The customer may review Apple Support articles “If you want to cancel a subscription from Apple”, available at https://support.apple.com/en-us/118428, and “Request a refund for apps or content that you bought from Apple”, available at https://support.apple.com/en-us/118223.
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:06/10/2025
Type:Service or Repair IssuesStatus: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.
May 27, 2025 I paid $39.99 for Hula Premium Yearly - AI Video generator app through my Apple Account. The app did not work as advertised. I canceled it on my phone and called Hula to inquire about a refund. They said my phone had multiple devices using the account and proceeded to pretend to assist me in clearing the issue. They had me put their number ************** into my contacts & title it Hula/Apple Security in my contacts. They directed me to ConnectWise to share my screen & then proceeded to tell me to put in the numbers ****** and hit pay or send. I said I can't do that, as it will pay they $******! They insisted it's just a code to generate the refund! I knew they were trying to scam me & hung up. I called ***************************** would not refund the ************* told me to contact Hula! I'm not calling those scammers again! As an employee for the *********************, it disturbs me to see a big corporation like Apple be okay with a company being able to abuse their services and rip off their customers. I have been reaching out to ********************** via phone and email, and their Contact Us form daily, with no success. I have went online to **** to try again to resolve this, and their response was, "We as app developers don't have access to purchases, since the App ******************************* Play processes them. " They went on to tell me to go to Apple for assistance! Apple doesn't care about this transaction and won't refund my purchase. The fact that I was tricked by the customer service *** into sharing my phone and almost paying them money is way an NOT okay. I should not have to take the loss for **** being a company that is doing false advertising and taking people's money for services they didn't provide, and trying to lure them into paying them hundreds of dollars. Apple didn't even investigate this without denying my refund request. The call should have been recorded, and the phone number I was told to save into my phone wasn't even researched!Business Response
Date: 06/14/2025
June 14, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23452612
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
“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 Apple Distribution International Ltd. or Apple Services Pte. Ltd., 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 Distribution International Ltd. or Apple Services Pte. Ltd., 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: https://support.apple.com/HT204030."
“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 Content’s 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: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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 https://support.apple.com/HT202039. 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.”
“APP MAINTENANCE AND SUPPORT
Apple is responsible for providing maintenance and support for Apple Apps only, or as required under applicable law. App Providers are responsible for providing maintenance and support for Third Party Apps.”
In order to acquire Apple Media Services 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.
Apple records confirm the Paid Subscription was purchased and authenticated via entry of the customer’s Apple Account password, Touch ID or Face ID, in accordance with the Apple Media Services Terms and Conditions. As such, Apple declines the customer’s refund request.
The customer may review Apple Support articles “If you want to cancel a subscription from Apple”, available at https://support.apple.com/en-us/118428, and “Request a refund for apps or content that you bought from Apple”, available at https://support.apple.com/en-us/118223.
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: 06/14/2025
Complaint: 23452612
I am rejecting this response because:
It is not OK to let the consumer be ripped off by fraudulent companies, pretending to provide certain services that don’t. I pressed the button to cancel the service. I should not be charged for a year of service that doesn’t even actually work for only having the service less than one day, just to find out that it really didn’t work. I’m not OK with Apple Doing this to consumers and just blasting them with a list of their rules.
Sincerely,
Tara OakleyBusiness Response
Date: 06/24/2025
June 24, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23452612
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
Apple’s prior response to the Better Business Bureau remains unchanged.
Apple considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus: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.
Trying to cancle they won't let meBusiness Response
Date: 06/30/2025
June 30, 2025
Better Business Bureau
*****************************************************************************************
BBB Case #: 23447593
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
Apple was unable to locate the charge(s) based on the information provided. The Apple Account email under which the transaction(s) were processed and associated order number(s) are required to investigate this issue. As such, Apple invites the customer to respond with the ********************** Account email and order number(s).
Apple recommends the customer review ********************** Support article View your purchase history for the App Store and other Apple media services, available at *******************************************************.
Apple considers this matter closed.
Sincerely,
Apple Inc.Initial Complaint
Date:06/10/2025
Type:Product IssuesStatus: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.
Company Name: Apple Inc.Address: One Apple ***************************** Website: ****************************** Phone: ************** Date of Purchase/Issue: June 17, 2025 Amount in Dispute: $616.00 Product/Service: In-app purchases made on an Apple device Complaint Summary:Between June 1 and June 7, 2025, over $600 in unauthorized in-app purchases were made by my minor child using an Apple device. These transactions occurred without my consent or ************ soon as I became aware, I submitted a refund request through Apples official process, clearly explaining that the charges were made by a minor and not authorized. Apple denied the refund request and has refused to provide a resolution.The amount in question$616.00is significant and clearly reflects a systemic failure to prevent unauthorized use by children. I had expected Apples parental control features to block or at least alert me to this activity. That didnt happen.Given the total amount and the nature of the purchases, I believe Apple should reconsider the denial and issue a full refund. I am also aware of past *** action regarding Apples handling of similar incidents involving minors, which resulted in a $32.5 million settlement.Desired Outcome:I am requesting a full refund of $616.00 for unauthorized in-app purchases made by my child. I also urge Apple to reevaluate its policies and protections to prevent unauthorized spending by minors and to provide better support for parents in these situations.Business Response
Date: 06/14/2025
June 14, 2025
Better Business Bureau
*****************************************************************************************
BBB Case #: 23450907
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.
You must be age thirteen (13) (or equivalent minimum age in your Home Country, as set forth in the Apple Account creation process) to create an account and use our Services. Apple Accounts for persons under this age can be created by a parent or legal guardian using Family Sharing or by an approved educational institution, though certain devices may prevent such Apple Accounts from accessing certain Services on the device. A parent or legal guardian who is creating an account for a minor should review this Agreement with the minor to ensure that they both understand it.
M. FAMILY SHARING
The organizer of a Family (Organizer) must be eighteen (18) years (or the equivalent age of majority in their Home Country) or older and the parent or legal guardian of any Family member under age thirteen (13) (or the equivalent minimum age in their Home Country as set forth in the registration process). Apple devices are required for access to all of the Family Sharing features. Family Sharing allows eligible subscriptions to be shared among up to six (6) members of a Family. To learn more about Family Sharing visit: ***************************************************.
Purchase Sharing: Family Sharings Purchase Sharing feature allows eligible Content to be shared among up to six (6) members of a Family. The Organizer invites other members to participate, and agrees to pay for all Transactions initiated by Family members. The Organizers eligible payment methods are used to pay for any Transaction initiated by a Family member (except when the Family members account has ********************** credit, which is always used first). Family members are acting as agents for the Organizer when the Organizers eligible payment methods are used. The Organizer hereby agrees: (1) to pay for such Transactions; (2) that Transactions initiated by Family members are authorized; and (3) Transactions will be charged to eligible payment methods in the manner indicated in Section B above. Organizers are responsible for complying with their payment method contracts, and assume all risk related to sharing access to their eligible payment methods with Family members. A receipt or invoice for any Family member Transaction is sent to the initiating Family member and, if billed to the Organizers payment method, also to the Organizer.
Ask to Buy: Ask to Buy is a feature that allows an Organizer to approve Transactions initiated by a Family member under age eighteen (18) (or the equivalent age of majority in their Home Country). Content shared by Family members or acquired via content codes generally is not subject to Ask to Buy; content codes facilitating access to subscriptions are subject to Ask to Buy. The Organizer must be the parent or legal guardian of any Family member for whom Ask to Buy is activated. Ask to Buy is enabled by default for any Family member under the age of thirteen (13) (or the equivalent minimum age in their Home Country) and stays on until deactivated by the parent or legal guardian. If Ask to Buy is turned off after the Family member turns eighteen (18) years old (or reaches the age of majority in their Home Country), it cannot be turned on anymore. Ask to Buy does not require Purchase Sharing to be enabled.
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: ***************************************************."
Apple provides various resources and features for parents or legal guardians to monitor and manage their childs device usage and purchase capabilities. While some of these resources are listed below, additional information is available at ******************************************.
Use parental controls on your child's iPhone, iPad:
******************************************/en-us/105121
Use Screen Time to turn off in-app purchases on your iPhone or iPad:
******************************************/en-us/102470
Approve what kids buy with Ask to Buy:
******************************************/en-us/105055
Use Restrictions in iTunes on your PC:
******************************************/en-us/108959
Parental controls for Apple TV+ on the web:
******************************************/en-us/101657
Use Screen Time on your iPhone, iPad:
******************************************/en-us/108806
Set up Screen Time for a child on Mac:
******************************************/guide/mac-help/set-up-screen-time-for-a-child-mchlc5595037
Require a password for App Store and iTunes purchases:
******************************************/en-us/119848
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.
Apple 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. As such, Apple declines the customers refund request, and recommends the customer enable restrictions as outlined in the resources and excerpts above.
Apples support site is available at ******************************************, and Apple Support telephone numbers can be found in Apple Support article Contact Apple for support and service, available at ******************************************/en-us/106932.
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: 06/14/2025
Complaint: 23450907
I am rejecting this response because:
Sincerely,
**** *****Initial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus: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 4 month old Apple phone refused to take a charge , was not damaged by me and would not turn on. I called Apple and finally spoke to a senior person the following day which was, May 24, 2025. They toldme I would have to return the phone and that they would examine it and decide if it should be repaired or not. It was returned with the same disrepair. they said would send a new phone the same day if I paid an additional $1100. They said that my money would be returned within two weeks. I told them thiswas not acceptable for a phone under warranty. The phone was. ***** on Sunday, June 1. It was received by them on June 4. Ihave confirmation from ***** that it was delivered on 4 June I was informed by Apple that they never received it. I gave them copies ofthe receipt from ***** as well as the confirmation of the return. They acknowledged this. today , ****************************************************************** when it will be sent to me. This phone is under Apples warranty and was not damaged by me in any manner and isa lemon **** can testify to this. Theres been a 60 email exchange with Apple. Theres a matter of immediacy I am a Doctor *** treats cancer patients as well suicidal patients.Business Response
Date: 06/26/2025
June 26, 2025
Better Business Bureau
*****************************************************************************************
BBB Case #: 23450310
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The customer has been in contact with **********************, and we anticipate reaching a satisfactory resolution regarding the issues described in the customers submission to the **********************. Should the customer need further assistance, the customer may respond to the most recent email from Apple.
Sincerely,
Apple Inc.Initial Complaint
Date:06/09/2025
Type:Product IssuesStatus:ResolvedMore 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.
6/7/2025 purchased a subscription to app ( Sleep Cycle) $39.99. App will not update to premium features, and App developers will not respond to help. So requested refund from Apple twice, thru report a problem. They denied both times. Tried to call Apple support, could only contact thru messaging. That agent said there was nothing he could do?Business Response
Date: 06/25/2025
June 25, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23446722
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
“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 Apple Distribution International Ltd. or Apple Services Pte. Ltd., 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 Distribution International Ltd. or Apple Services Pte. Ltd., 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: https://support.apple.com/HT204030."
“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 Content’s 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: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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 https://support.apple.com/HT202039. 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 Media Services 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.
Apple records confirm the customer utilized the app’s introductory free trial offer on May 18, 2025. The customer subsequently initiated a Paid Subscription to the app, which was purchased at the price shown to the customer at the time the customer authenticated the purchase via entry of the customer’s Apple Account password, Touch ID, or Face ID, and renewed in accordance with the Apple Media Services Terms and Conditions. As such, Apple declines the customer’s refund request. The customer must contact the App Provider for maintenance and support of the Third Party App.
Media Services Terms and Conditions. As such, Apple declines the customer’s refund request.
The customer may review Apple Support articles “If you want to cancel a subscription from Apple”, available at https://support.apple.com/en-us/118428, and “Request a refund for apps or content that you bought from Apple”, available at https://support.apple.com/en-us/118223.
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: 06/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23446722, and find that this resolution is satisfactory to me.
Sincerely, Plus the App developer finally got the App to work, which was all I really wanted in the first place. I thought that Apple could have put pressure on the developer to speed up the process! Anyway I'am satisfied .
Glenn SwisherInitial Complaint
Date:06/09/2025
Type:Product IssuesStatus: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.
Date of transaction: February 1, 2025 Amount: $174.99 Product: LiquidText Unlimited (via Apple App Store)I was charged $174.99 through Apple for a LiquidText Unlimited subscription. I did not intend to renew this subscription and have not used the service. I contacted LiquidText directly, and their team (Dalas from *********************** confirmed that they support my refund request but are unable to issue it because Apple controls the billing.I contacted Apple Support, but they said there is no way to escalate refund requests past their short automated window. The app developer is willing to help but is blocked from doing so. Apple currently provides no direct contact method to escalate this type of billing issue.I am currently unemployed and trying to reduce charges for services I didnt use. Im not disputing this through my credit card because Apple has threatened to lock my Apple ID in the past when a dispute was filed I am trying to resolve this through appropriate channels.Desired outcome: I am asking Apple to process a refund for this unused $174.99 charge, supported by the app vendor.Please keep this complaint and any details private. I do not consent to public publication due to financial and medical privacy.Business Response
Date: 06/17/2025
June 17, 2025
Better Business Bureau
1112 S. Bascom Avenue
San Jose, CA 95128
BBB Case #: 23446120
Dear Better Business Bureau:
Thank you for your recent correspondence regarding the above-referenced case number.
The following Apple Media Services Terms and Conditions excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes:
“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 Apple Distribution International Ltd. or Apple Services Pte. Ltd., 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 Distribution International Ltd. or Apple Services Pte. Ltd., 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: https://support.apple.com/HT204030."
“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 Content’s 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: https://www.apple.com/legal/internet-services/itunes/giftcards. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. 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 https://support.apple.com/HT202039. 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 Media Services 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.
Apple records confirm the Paid Subscription was purchased and authenticated via entry of the customer’s Apple Account password, Touch ID or Face ID, and renewed in accordance with the Apple Media Services Terms and Conditions. As such, Apple declines the customer’s refund request.
The customer may review Apple Support articles “If you want to cancel a subscription from Apple”, available at https://support.apple.com/en-us/118428, and “Request a refund for apps or content that you bought from Apple”, available at https://support.apple.com/en-us/118223.
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:06/09/2025
Type:Product IssuesStatus: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.
5/15/25 - Paid $99.99 via Apple Store for a M365 annual subscription renewal 6/4/25 - Lost access to all M365 software across all devices and confirmed ********* account did not have an associated paid subscription applied 6/4/25 - Reached out to ********* customer service to reconcile the payment from Apple store to correctly apply to my ********* account. They said they could not fix - Apple would have to. They recommended I request a refund from Apple and repurchase via ********* directly.6/4/25 - Purchased new M365 subscription directly via ********* for $99.99. Software became available and subscription was correctly applied.6/4/25 - Sent refund request to Apple for $99.99, it was declined.6/5/25 - Sent refund request appeal to Apple for $99.99, it was declined.6/9/25 - Reached out to Apple customer service. Requested refund again. They denied stating their ****************** finalize all purchases as "non-refundable". I asked them if they could fix my subscription, so that I could access my applications and cancel the secondary subscription I purchased. They said they could not. They said to talk to *********, but ********* had already said they could not fix.6/9/25 - I escalated to two Senior Advisors. Both informed me that the refund request appeal is final and they are not able to overturn it. Also, they both informed me that they could not fix my subscription.Therefore - I paid $99.99 via Apple Store for a service that I did not receive and they refuse to provide.Their "non-refundable" clause does not apply, as the contract is null & void due to no service provided. This is a breach of contract, as well as illegal practices under the California Consumers Legal Remedies Act (CLRA).Business Response
Date: 06/30/2025
June 30, 2025
Better Business Bureau
*****************************************************************************************
BBB Case #: 23445867
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.
G. TERMINATION AND SUSPENSION OF SERVICES
If you fail, or Apple suspects that you have failed, to comply with any of the provisions of this Agreement, Apple may, without notice to you: (i) terminate this Agreement and/or your Apple Account, and you will remain liable for all amounts due under your Apple Account up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.
Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights.
Transactions must be authenticated by entering the Apple Account password, or using Touch ID or Face ID, and ********************** records confirm the Transaction was billed in accordance with the Apple ************** Terms and Conditions.
Apple received one or more chargebacks from the customer's financial institution. A chargeback indicates the financial account holder initiated a dispute with their financial institution for Transactions which may be considered fraudulent or unauthorized. As a result of the chargeback(s), Apple refunded the associated Transaction(s).
Chargebacks and other activities in violation of the Apple ************** Terms and Conditions may result in the termination of a ************** account.
********************** recommends the customer 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 considers this matter closed.
Sincerely,
Apple Inc.
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