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Business Profile

Home Electronics

Apple Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Electronics.

Complaints

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

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    Customer Complaints Summary

    • 9,762 total complaints in the last 3 years.
    • 3,531 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have an iPhone 7, that I purchased through *******. My problem is that Apple is forcing me to upgrade to a more expensive iPhone in order for me to be able to to use certain apps because my iPhone 7 is not compatible with iOS.I did not have this problem before. I feel Apple along with this other phone companies like ******* are working together too force people, like myself, to spend more money that we dont have.

      Business Response

      Date: 06/27/2025

      June 27, 2025






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


      BBB Case #: 23469738




      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 ********************** considers all of our customers' concerns to be important. We invite the customer to visit ********************************************** to submit feedback on Apple products and services.


      Apple recommends the customer carefully review ********************** Support articles If your iPhone or iPad won't update, available at *******************************************************, and check whether your iPhone model is on the list of compatible devices for the latest version of iOS, available at *************************************************************************************************************.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/14/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint against Apple Inc. due to ***eated attempts to charge my account for an unauthorized subscription. Despite contacting Apple Support and informing them that I did not authorize the charge, I was told by a ***resentative that I must allow the charge to go throughwhich I consider both unethical and coercive. I have canceled the subscription and asked for the billing attempts to stop, but Apple continues to retry the charge. My bank is currently declining it due to suspected fraud. Apple refuses to resolve the issue, and I am seeking immediate cancellation of the charge, a stop to all billing attempts, and a formal response regarding the misconduct of the support ***resentative.Desired Resolution:1.Cease all billing attempts for the unauthorized subscription.2.Ensure my Apple ID remains ********************** a formal apology and accountability for the support *** who advised me to accept a fraudulent charge.4.Confirmation in writing that the issue is resolved.

      Business Response

      Date: 06/27/2025

      June 27, 2025






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


      BBB Case #: 23468590




      Dear Better Business Bureau:


      Thank you for your recent correspondence regarding the above-referenced complaint 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: ***************************************************.


      Apple will charge your selected payment method for any paid Transactions, including any applicable taxes. If you have also added it to your Apple Wallet, Apple may charge your selected payment method in Apple Wallet using Apple Pay. You can associate multiple payment methods with your Apple Account, and you agree that Apple may store and charge those payment methods for Transactions. Your primary payment method appears at the top of your account settings payments page.


      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.


      The following Apple Support article How apps, content, and subscriptions from Apple are billed excerpt may be viewed at *******************************************************:


      If none of your payment methods can be charged, your account shows a negative balance. You can't buy, download, or update more apps or items until you update your payment method.


      Apple records confirm the customers ********************** Account has an unpaid balance. As such, Apple recommends the customer carefully review and follow the steps outlined in Apple Support article If your payment method is declined in the App Store or iTunes Store, available at *******************************************************.


      If the customer requires further assistance, they may contact Apple Support at *********************************************.


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My brother, ****** **********, 13 years old, broke his iPhone, which has made it impossible to go on. He must gain access to his iCloud but is unable to because the account is locked. He has gone through all the recovery requests. The issue is, however, that the recovery requests consist of (1) putting in the phone number to receive a code: he is unable to do this because he does not have access to the phone as it is broken; (2) putting in the iCloud email to receive a code: he is unable to do this because he does not have access to his account as it is locked; (3) putting in prior credit card information: he did this. After completing the third possible account recovery step, it went to a screen which states that he will be sent a final decision to the ****** he is locked out of. As you can see, that is impossible and has just put him back to square 1. As his older brother and a legal professional, we are requesting that his account be reinstated, which apple refuses to do. We must deactivate the old phones find my iPhone as we have received a new phone in place of it. We are obligated to send back the broken phone to ******* but are unable to do so because we cannot turn off find my iPhone as we are locked out of the account and have no access to the broken phone. The email for the iCloud is *************************** He lives at this same address and we are ready to provide any information needed to get his account back. Not getting the account back is not a viable option, which Apple insists is the only thing we can do. The phone number of the phone is ************.

      Business Response

      Date: 07/01/2025

      July 1, 2025






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


      BBB Case #: 23468005




      Dear Better Business Bureau:


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


      Apple was unable to locate the customer's ********************** product based on the information provided. The Apple product serial number is required to investigate this issue. As such, Apple invites the customer to respond with the ********************** product serial number.


      The serial number can be located by following instructions in Apple Support article Find the serial number of your ********************** product, available at *******************************************************.


      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:06/13/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my subscription to apples back up and restore services and they continued to charge me. I called them and messaged them many times and they continued to attempt to to charge me until I finally zeroed out that bank account so they wouldnt continue to take my money. I called them recently and they said they finally got it all cancelled but told me all of my charges werent eligible for a refund and would not give me any explanation as to why. The manager finally admitted it was his discrete that he is the voice of Apple and so what he said goes. I tried to ask to their executive relations team and was denied. This is the most horrible customer service I have ever experienced in my lifetime. I did everything right and was charged and unable to use my bank account for six months.

      Business Response

      Date: 07/01/2025

      July 1, 2025






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


      BBB Case #: 23466518




      Dear Better Business Bureau:


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


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


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


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


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


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


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


      The customer may review ********************** Support articles If you want to cancel a subscription from Apple, available at *******************************************************


      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:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been locked out of my Apple account for no reason, every time I try log into my Apple account it says Acount is locked and cant be used I tried contacting Apple Support to request access to my account. They werent able to unlock my Apple account, I have had that Apple account for years and they kept saying to make a new account.

      Business Response

      Date: 06/23/2025

      June 23, 2025






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


      BBB Case #: 23463348






      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:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6-7-2025, I received an advertisement from ******* music while listening to music. The ad vas for free 30 days. I decided to follow through and it forces me to make a payment. Apple refused my refund and they refused to cancel the subscription to take effect immediately.

      Business Response

      Date: 06/23/2025

      June 23, 2025






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


      BBB Case #: 23462405






      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.


      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 customer utilized the apps introductory free trial offer on October 5, 2022. The customer subsequently initiated a Paid Subscription to the app on June 7, 2025, which was purchased at the price shown to the customer at the time the customer authenticated the purchase via entry of the customers ********************** Account password, Touch ID, or Face ID 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), and banned the customers payment method as a preventative measure against the possibility of additional unauthorized activity.


      Chargebacks and other activities in violation of the Apple ************** Terms and Conditions may result in the termination of a ************** account.


      The customer must utilize an alternative payment method by following instructions in Apple Support article If you need to change or update your Apple Account payment method, available at *******************************************************.


      Apple 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.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ongoing issues with being locked out of my Apple account around 9-11 months ago I was having issues with my account I contacted ********************** support. In the first interaction they told me I violated ITunes terms of service but wouldnt say what I did wrong, I have gone over the terms of service and cannot find anything that I did wrong. They basically told me I had to create a new account and lose everything from the last 5 years of having an iPhone not wanting to accept that I have consistently contacted Apple support since then and have not gotten any help whatsoever. I have tried numerous things to help not wanting to lose all my memories and data my family has spent money on this phone ranging from ******** dollars as well as paid for other Apple products and it seems a little crazy that I am not able to be assisted to get my issues resolved to use the products we got I have seen blogs and chats about people having the same issues with Apple and I think its outrageous that a such a large company can get away with deserving so many people

      Business Response

      Date: 07/01/2025

      July 1, 2025






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


      BBB Case #: 23463492




      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.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have an iPhone XS Max covered by AppleCare+. My original phone was damaged but still partially functional. I took it to the Apple Store to get a replacement under AppleCare+ and was told to wait a week for a refurbished replacement to arrive.After the week, I returned to the store, and Apple took my original phone and gave me the refurbished replacement. However, the replacement phone was defective and did not work properly, even after resetting and updating it. I requested my original phone back, but the Apple Store could not locate it despite searching for over an hour after the initial four hours of trying to activate the phone. I was there for five ******** a result, I was left without any working phone for more than a day and was told I would have to wait several more days for a new replacement to be shipped. This has caused significant inconvenience and frustration. I am paying monthly for AppleCare+ expecting reliable service and a working phone, but Apple has failed to provide either.I am requesting a prompt resolution including a working replacement or a refund, and proper compensation for the inconvenience caused. And I don't have any way to contact anyone or get this week's paycheck because my debit card is digital, so I haven't had any way to pay for anything or contact anyone. Even if a replacement comes-I would still like an apology because this is an extremely frustrating situation.

      Business Response

      Date: 06/25/2025

      June 25, 2025








      Better Business Bureau
      1112 S Bascom Ave.
      San Jose, CA 95128-3507
      BBB Case ID: 23463179




      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 Inc.

    • Initial Complaint

      Date:06/13/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Title:Apple refused refund for undelivered ChatGPT Plus subscription purchased via App Store Complaint Body:On June 11, 2025, I purchased a ChatGPT Plus subscription for $20 using an Apple Gift Card via the **** App Store (Apple ID: ******************** The transaction was successful (Transaction ID: ***********, but I never received the service.OpenAI (the developer) confirmed the subscription was tied to a deleted account and could not be transferred or accessed. They instructed me to request a refund from Apple, as the payment was handled via the App Store.I submitted refund requests through ***************************************** twice, both of which were denied with the explanation that the decision is final. I then contacted Apple Support directly and was again told that no refund was possible.I am now stuck:I paid for a service I cannot use;OpenAI refuses responsibility due to Apples billing system;Apple refuses a refund even though the service was never delivered.This violates basic consumer rights. I respectfully request:A full refund of the $20 purchase;A written explanation for Apple's denial;Assurance this case will be properly reviewed and not closed by automation.Sincerely,**** ***** ******************

      Business Response

      Date: 06/30/2025

      June 30, 2025






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


      BBB Case #: 23463718






      Dear Better Business Bureau:


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


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


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


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


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


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


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


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


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


      Apple considers this matter closed.




      Sincerely,


      Apple Inc.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi Im filing complaint. As I didnt authorize this purchase but it was charged from my account id like it to be refunded to original payment method MKX6735234 Contacting Apple directly wasnt helpful

      Business Response

      Date: 06/18/2025

      June 18, 2025






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


      BBB Case #: 23463357






      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.”


      “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.


      While Apple empathizes with the customer’s situation, the customer is responsible for maintaining the confidentiality and security of their Apple Account. Apple is not responsible for losses arising from the unauthorized use of the customer’s Apple Account.


      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.


      If the customer is concerned an unauthorized person might have access to their Apple Account, Apple recommends the customer carefully review Apple Support articles “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 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.

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