Business Profile

Home Electronics

Apple Inc.

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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

9,761 total complaints in the last 3 years.
3,530 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.

Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding a product failure and the lack of resolution from Apple Executive Relations, despite multiple outreach ********** June 2025, I lost my Apple Watch Ultra 2 (Model A2986) during a tubing activity on the ***************** in *******. The watch is marketed by Apple as adventure-ready, suitable for rugged and aquatic environments. I ensured the band was snugly secured to my wrist, yet it unexpectedly detached while I was paddling, and the device was lost underwater. Shortly afterward, it also disappeared from Apples Find My app tracking.This was my first time using the watch in water, and I had full confidence in Apples durability claims. I did not purchase additional AppleCare+ or insurance, believing it was unnecessary based on Apples marketing. I have photo proof that the watch was properly worn, screenshots of the Find My location, billing documentation from **** (my carrier), and an image of the original packaging showing the **** and serial number.I have been a loyal ********************** customer for nearly 20 years, owning every iPhone from version 1 to 15, as well as iPads and AirPods. This is the first time Ive had such a poor experience. I sent multiple emails and even mailed a physical letter to Apple headquarters. Eventually, I was contacted by a representative from Apples Executive Relations team (Atticus ****), who investigated the case.Despite acknowledging receipt of my documentation and confirming the case number (************), I was informed that Apple does not have any program in place to address this type of band failure and cannot offer compensation or a goodwill replacement. My request was declined, and Apple now refuses to communicate via email, only offering follow-up calls that simply repeat the same message.
Business Response
Date: 06/23/2025
June 23, 2025

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

BBB Case #: 23484029

Dear Better Business Bureau:

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

Apple appreciates the customer's feedback; please be assured Apple considers all of our customers' concerns to be important. We invite the customer to visit http://www.apple.com/feedback to submit feedback on Apple products and services.

While Apple empathizes with the customer’s situation, Apple does not have a formal flagging process for reporting lost or stolen Apple products. When a customer contacts Apple regarding a lost or stolen product, we refer the customer to their local law enforcement agency or insurance investigator, with whom Apple will fully cooperate so the theft can be properly investigated. The customer may also consider inquiring with their insurance provider(s) to determine if they have coverage for loss or theft.

Although Apple provides customers the option to purchase AppleCare+ with Theft and Loss at the time of an Apple Watch purchase, or within 60 days of the Watch purchase, Apple records confirm the customer’s Apple Watch was not covered by AppleCare+ with Theft and Loss. Additional information regarding AppleCare+ and AppleCare+ with Theft and Loss is available at https://www.apple.com/support/products/watch/.

Apple declines the customer’s request for compensation or complimentary product replacement.

Apple recommends the customer review Apple Support article “If your Apple Watch is lost or stolen”, available at https://support.apple.com/en-us/101558.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:06/18/2025
Type:Sales and Advertising Issues
Status:
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.
I purchased beats on 11/18/24 with a one year warranty. I had the receipt. They make you go to the store and have them look at the issue before submitting for warranty repair. In this case it cracked along the seam where the plastic meets the metal. Apple took the item and then said that it had water damage and the warranty does not cover. I asked them to repair the cracked piece that had nothing to do with water damage. They refused and mailed the broken headpiece back. They deleted the repair information about the water damage and lied about me not contacting them. I spoke to customer service and they were not able to help. I also told them I was not concerned with water damage and I wanted the plastic repaired. The company said I must pay ************************************************************************** for repair
Business Response
Date: 06/30/2025
June 30, 2025

Better Business Bureau
1112 S Bascom Ave.
San Jose, CA 95128-3507
BBB Case ID: 23483837

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 23483837, and find that this resolution is satisfactory to me.

Sincerely,

Janel Mcnevin
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Account is locked and can't be used to the account connected to my email address: *********************** Other users online have run into the same problem and were only able to recover their account via ********************** need to access my account asap. ********************** has left no options to access my own account and personal information. It's a dead end.
Business Response
Date: 06/24/2025
June 23, 2025

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

BBB Case #: 23482195

Dear Better Business Bureau:

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

The customer may request reactivation of their Apple Account at https://iforgot.apple.com/unlock.

The customer may review the iCloud Terms of Service at https://www.apple.com/legal/internet-services/icloud/us-en/terms.html.

Apple recommends the customer carefully review Apple Support articles “If your Apple Account is locked, not active, or disabled”, available at https://support.apple.com/en-us/102640, “If you think your Apple Account has been compromised”, available at https://support.apple.com/en-us/102560, and “Security and your Apple Account”, available at https://support.apple.com/en-us/102614.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:06/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need my refund for an app. Charged me 8.99 and I want my money back
Business Response
Date: 06/24/2025
June 23, 2025

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

BBB Case #: 23482030

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:06/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been charged $9.99 on my ******** express by Apple for the past few months and I have called them and emailed them to refund my money, cancel all accounts (if I had any) which I don't see how I do as I can't even log into apple.
Business Response
Date: 06/26/2025
June 26, 2025

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

BBB Case #: 23478107

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 on March 14, 2025, and April 14, 2025, in accordance with the Apple ************** Terms and Conditions. As such, Apple declines the customers refund request.

********************** 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:06/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apple deactivated my fathers ****** account and refuses to investigate and reopen the account. Due to the account being inactivated his phone is rendered useless and has all his photos and personal data on there.
Business Response
Date: 06/24/2025
June 23, 2025

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

BBB Case #: 23478636

Dear Better Business Bureau:

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

The customer may request reactivation of their Apple Account at https://iforgot.apple.com/unlock.

The customer may review the iCloud Terms of Service at https://www.apple.com/legal/internet-services/icloud/us-en/terms.html.

Apple recommends the customer carefully review Apple Support articles “If your Apple Account is locked, not active, or disabled”, available at https://support.apple.com/en-us/102640, “If you think your Apple Account has been compromised”, available at https://support.apple.com/en-us/102560, and “Security and your Apple Account”, available at https://support.apple.com/en-us/102614.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:06/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apple ID Access Blocked Misleading Account Recovery *************** Denial of Access Complaint:My name is ******* [Last Name], and I am filing this complaint against Apple Inc. regarding deceptive account recovery practices and refusal to restore access to my Apple ID, despite verified identity.On June 9, 2025, my iPhone 14 Pro Max failed (screen turned green/black and became unusable), shortly after my warranty expired on June 6, 2025. Because I could no longer access the device, I entered **********************'s account recovery ******************************* website states:If youve regained access to your phone number, email, or payment method, you can use them to reset your password sooner.I now have full access to two of the three listed recovery methods: my backup phone number and backup email address (which receives forwarded iCloud emails). Despite this, Apple has denied access to my account, citing the need to evaluate the request and referring to an old payment method that was closed due to fraud.This violates Apples own written policy and is blocking me from my personal data, subscriptions, and communications which may include sensitive or time-sensitive information. I have escalated this to Apple Support and Executive Relations without resolution.I am requesting:Immediate restoration of my Apple ID access based on verified contact methods.A review of Apples misleading recovery language.Removal of any policy that unjustly prioritizes outdated/fraud-linked payment methods over active, verified contacts.Apples current handling of this matter is deceptive, obstructive, and potentially in violation of consumer protection laws.
Business Response
Date: 07/01/2025
July 1, 2025

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

BBB Case #: 23475898

Dear Better Business Bureau:

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

The customers ********************** Account is secured by two-factor authentication. Two-factor authentication is an extra layer of security for Apple Account, designed to ensure the Apple Account holder is the only person who can access the Apple Account, even if someone else knows the password. When the customer signs into their ********************** Account for the first time on a new device or on the web, they need both the password and the six-digit verification code thats automatically displayed on their trusted devices.

If the customer is unable to sign in or reset their Apple Account password, they may request account recovery to regain access, or use a recovery key if they previously generated one. Although Apple Support can answer questions about the account recovery process, we cannot verify the customers identity or expedite the process.

Apple recommends the customer carefully review ********************** Support articles Two-factor authentication for Apple Account, available at *******************************************************, Set up a recovery key for your Apple Account, available at *******************************************************, and How to use account recovery when you cant reset your Apple Account password, 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:06/16/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
happened 3 days ago my Apple account has been locked or disable I contact Apple support and they said they cant do nothing about it I cant log out of the Apple account without a error I even told them contact them like 5 times and they keep saying excuses and I still cant log out of the Apple account.
Business Response
Date: 06/24/2025
June 23, 2025

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

BBB Case #: 23474777

Dear Better Business Bureau:

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

The customer may request reactivation of their Apple Account at https://iforgot.apple.com/unlock.

The customer may review the iCloud Terms of Service at https://www.apple.com/legal/internet-services/icloud/us-en/terms.html.

Apple recommends the customer carefully review Apple Support articles “If your Apple Account is locked, not active, or disabled”, available at https://support.apple.com/en-us/102640, “If you think your Apple Account has been compromised”, available at https://support.apple.com/en-us/102560, and “Security and your Apple Account”, available at https://support.apple.com/en-us/102614.

Apple considers this matter closed.

Sincerely,

Apple Inc.
Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a iPhone 12 Pro mas I having problems with my phone I cant make a phone call or when some body call me I cant hear the phone call or a person when the talk I has to put it in speaker in order to use my phone is happen to 8 people thats I know since the iPhone 16 come them whe I when to Apple Store they tell me thats I has to paid 800 dlar to down loade a aplicacin to fix the phone also the tech tell me the Apple put some kind the program that is mess your phone up
Business Response
Date: 07/01/2025
July 1, 2025

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

BBB Case #: 23474457

Dear Better Business Bureau:

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

Apple has no record of the customer contacting ********************** regarding this issue.

The following Apple One (1) ************ Warranty excerpt(s) may be viewed at ********************************************************************************************:

WHAT IS COVERED BY THIS WARRANTY?
Apple Inc. of One Apple *************************************** ***** (Apple) warrants the Apple-branded iPhone, iPad, iPod, Apple TV or HomePod hardware product and the Apple-branded accessories contained in the original packaging (Apple Product) against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). *********************** published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications.

Apple records confirm the customers iPhone 12 Pro Max was purchased on March 18, 2021, and it was covered by the Apple One (1) ************ Warranty through March 18, 2022. The customers Phone 12 ******* is approximately thirty-six months outside of the Warranty Period. As such, Apple declines the customers request for a product refund.

Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at *******************************************************.

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/HT201232.

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:06/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June 2024, my Apple ID was wrongfully banned after I tried to order a MacBook. When the payment failed, Apple Support advised me to add funds to my Apple balance. I added $500 (the max per transaction) and tried to add the rest. Then my account was locked and I was told to contact iTunes Support.Since then, Ive been locked out of my Apple ID, which also affected my iCloud storage and billing. As a professional musician and content creator, I rely on iCloud to store over 650GB of critical photos, videos, client files, and creative work. I cant pay for storage because my account is locked, and my iCloud is now disorganized and unusable. I also have $25 stuck in my Apple balance that was never refunded or credited back.Over the past year, I spent over 100 hours on calls with Apple Support and senior advisors. I provided all requested documentation and was told my account appears wrongly flagged for fraud. No one has had the authority to restore access. My case was escalated multiple times but I only received vague policy explanations and no resolution.I visited Apple Stores and booked Genius Bar appointments, but the issue remains unresolved despite my repeated efforts.Ive had this Apple ID for over 10 years, holding not only my digital life but my professional work and irreplaceable memories. The emotional and professional toll has been overwhelming.I am fully prepared to provide all screenshots, receipts, and proof needed to support my case. I urgently request your assistance to restore my Apple ID, regain access to my data, and refund the locked balance promptly.Thank you for your time and ****************** regards,******
Business Response
Date: 06/26/2025
June 26, 2025

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

BBB Case #: 23468002

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. The ************** account has been reactivated.

Apple 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 *******************************************************.

The customer may review the ********************** ************** Terms and Conditions at *********************************************************************.

Apple considers this matter closed.

Sincerely,

Apple Inc.

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Apple Inc.

Apple Inc.

Apple Inc.

Apple

Apple Computer Inc.

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Apple Inc. is NOT a BBB Accredited Business.

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Apple Inc. is NOT a BBB Accredited Business.