Complaints

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

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• 

  Apple Inc.

  1 Apple Park Way Cupertino, CA 95014-0642

• 

  Apple Inc.

  10030 Little Patuxent Pkwy Columbia, MD 21044

• 

  Apple Inc.

  5500 Buckeystown Pike Frederick, MD 21703-8331

• 

  Apple

  825 Dulaney Valley Road Towson Town Center, Level 2 Towson, MD 21204

• 

  Apple Inc.

  1220 Market St Lynnfield, MA 01940-4049

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:07/27/2022

  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.

  My lock password was eased and password although I have it written upon entering it to open my phone it did not work on 7/21/22. I then took my phone to the store we're I was told I needed proof of purchase for them to work on my phone and I had to ease the phone for them to reinput my information on the third day I got the proof of purchase went back to the store they eased. My phone and still did not do what they told me they were going to do I am still locked out of my iCloud account and can not get to my apps with life threatening information on it as a diplomat apple has this to me at least 4 times before were we could not get in to my emails this is illegal for the United States Government to attack me Through my phone service apple also trued to manipulate records they called to had fixed my phone on 8/15/21 when I did not receive my phone until after 10/5/21 them I came in the store to fix the phone because it would not turn on. They gave me a new phone when I argued that by giving me a new phone that was proof of purchase they claimed they only fixed the screen but the date of purchase for the new screen and the proof of purchase from AT&T does not match. This is wrong they also have my bitcoin wallet in the cloud and other apps they are lieing and this is causing my account to be detached from the phone not a good security measure also with proof of purchase that should have been enough for them to override the system to change the password for me to get back into my account
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/08) */
  August 8, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The account recovery issue reported by the customer has since been resolved.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The account recovery issues is not closed my trust Bitcoin wallet did not generate or recalled as the other apps backed up in the cloud the wallet is gone it was stolen by apple in the process also my coins from my safe wallet the total amount is 5,000,000,000.00 (5 million plus not being able to recall files or apps and other information stored on home page which all of this was backed up to the cloud all together in the back up process. Apple needs to pay for that . there processs is false they do not protect ppl information they steal it and violate your privacy. Almost two years of work all gone ....some of the coins are not printed any more they are priceless. This is wrong and they can not get any way with what they do to customers. They have to replay me for that.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  August 16, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  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. USING OUR SERVICES
  SERVICES AND CONTENT USAGE RULES
  Your use of the Services and Content must follow the rules set forth in this section ("Usage Rules"). Any other use of the Services and Content is a material breach of this Agreement. Apple may monitor your use of the Services and Content to ensure that you are following these Usage Rules.
  All Services:...
  - It is your responsibility not to lose, destroy, or damage Content once downloaded. We encourage you to back up your Content regularly."
  
  "G. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
  LICENSE OF APP STORE CONTENT
  App licenses are provided to you by Apple or a third party developer ("App Provider"). If you are a customer of Apple Distribution International Ltd., the merchant of record is Apple Distribution International Ltd., which means that you acquire the App license from Apple Distribution International Ltd., but the App is licensed by the App Provider. An App licensed by Apple is an "Apple App;" an App licensed by an App Provider is a "Third Party App." Apple acts as an agent for App Providers in providing the App Store and is not a party to the sales contract or user agreement between you and the App Provider. Any App that you acquire is governed by the Licensed Application End User License Agreement ("Standard EULA") set forth below, unless Apple or the App Provider provides an overriding custom license agreement ("Custom EULA"). The App Provider of any Third Party App is solely responsible for its content, warranties, and claims that you may have related to the Third Party App. You acknowledge and agree that Apple is a third-party beneficiary of the Standard EULA or Custom EULA applicable to each Third Party App and may therefore enforce such agreement. Certain Apps, such as stickers and iMessage apps, may not appear on the device springboard but can be accessed and used in the Messages app drawer."
  
  "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."
  
  We recommend our customers make periodic backup copies of the information stored on their Apple product as a precaution against possible operational failures, or unexpected loss or theft of the Apple product; these recommendations are outlined in the Apple product's associated Limited Warranty or AppleCare+ Plan documentation, available at https://www.apple.com/legal/warranty. Although Apple provides various resources and services to help customers manage, secure, and backup their data, it is the customer's responsibility to maintain an appropriate alternate backup of their information and data. Some of these resources are noted below:
  
  How to back up your iPhone, iPad, and iPod touch -- https://support.apple.com/en-us/HT203977
  Backup methods for iPhone, iPad, and iPod touch -- https://support.apple.com/en-us/HT204136
  Back up your Mac -- https://support.apple.com/mac-backup
  Back up your Apple Watch -- https://support.apple.com/en-us/HT204518
  iCloud services -- https://www.apple.com/icloud
  Set up and use iCloud Photos -- https://support.apple.com/en-us/HT204264
  What does iCloud back up? -- https://support.apple.com/en-us/HT207428
  
  While Apple empathizes with the customers situation, and understands our customers' data is invaluable to them, Apple does not provide data recovery services or compensation for lost data. Further Apple recommends the customer contact the App Providers for maintenance and support of any Third Party Apps, including digital content stored by the Third Party Apps.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  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.
  
  
  Consumer Response /* (4200, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There you information released by apple stating that apple understood that many of there customers were having this problem . They noted to update with the new updat to fix the issues but it does not give back files lost in their cloud . The night my phone did it's update the next day my phone was not working this problem is with apple and they should pay for what was lost. The phone also did back as well but none of that can help if the hack was done inside apple. This is there fault for cutting corners on service and technologies... no they have to compensate for all that was lost in their cloud and find and arrest their employees that did this. We customers do not have control of apple servers. They were hacked and they need to tell the truth to customers that there data and information was compromised and compensation should is issued. That's the right thing to do. Their system was hacked and a update is not going to fix that. I lost my entire Bitcoin wallet... I await my payment ******* can also direct deposit the funds to me. They know they were hack . Its not potential if it already happened.
  Respectfully
  *************************************

• Initial Complaint

  Date:07/27/2022

  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 purchased Apple AirPod pros about a year and a half ago, at the beginning of this year I had to have a replacement done on both of them because they had a loud crackling whenever I would use them. I have them replaced and the issue was happening again with the right AirPod. They are refusing to help me now and they are trying to charge me 89 to replace.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty - Accessory excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/accessory-warranty-english.html:
  
  "Your Apple-branded or Beats-branded hardware product ("Product") is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase ("Warranty Period") when used in accordance with Apple's user manuals (refer to support.apple.com/choose-country-region/manuals). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party. If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or parts that are equivalent to new in performance and reliability, (2) exchange the Product with a product with equivalent functionality formed from new and/or previously used parts that are equivalent to new in performance and reliability or with your consent, a product that is at least functionally equivalent to the product it replaces, or (3) refund the original purchase price. This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship, and damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship."
  
  The following Apple Inc. Repair Terms & Conditions excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/terms/repair/retailservice.html:
  
  "6. Apple warrants for a period of ninety (90) days from the date of service (1) that service will be performed in a competent and workmanlike manner and (2) that all parts used to service your product will be free from defects in materials and workmanship, unless otherwise specified by Apple."
  
  Apple records confirm the customer's AirPods Pro were purchased in May 2021, and they were covered by the Apple One (1) Year Limited Warranty - Accessory through May 2022. The customer's AirPods were exchanged on September 5, 2021, per the terms and conditions of the Apple One (1) Year Limited Warranty - Accessory. The customer's replacement AirPods are approximately two months outside of the Warranty Period and eight months outside of the ninety (90) day period Apple warrants from the date of service. As such, Apple declines the customer's request for a covered repair or replacement.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  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:07/27/2022

  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.

  On 7/1/22, 7/2/22 and 7/3/22 I purchased 4 $500 Apple gift cards for a total of $2000. The cards I received were not activated despite the packaging holding the cards being correctly activated. This was confirmed with Apple gift card support. Despite this problem being recognized, Apple gift card support refused to help correct the problem. I was in contact with Apple gift card support over the telephone and email multiple times between 7/5/22 and 7/13/22.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/01) */
  August 1, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Terms and Conditions for Apple Gift Cards and Codes, Apple Account Associated Balance, and Content Codes excerpt(s) may be viewed at https://www.apple.com/legal/internet-services/itunes/giftcards:
  
  "3. Restrictions on Use of Gift Cards
  You can use Gift Cards in Apple Retail Stores, on the Apple online store, the Apple Store app, or by calling 1-800-MY-APPLE, and to purchase Content. Some items may not be available for purchase.
  
  Once you link a physical or digital gift card or code to your Account, the balance becomes associated with your Associated Balance, and you will no longer be able to use the physical or digital card or code, including in Apple Retail Stores."
  
  "Some Gift Cards may indicate they can only be used to purchase Products. If you purchased or use a Gift Card that indicates it is only for Products, you cannot use that Gift Card to purchase Content."
  
  "8. Risk of Loss
  Neither Issuer nor Apple is responsible for any loss or damage resulting from any lost or stolen Gift Cards or content codes, or use without permission."
  
  We appreciate the consumer providing Apple feedback regarding the use of Apple Gift Cards and Codes; please be assured Apple considers all our customers' concerns of paramount importance. All forms of Gift Cards can be used in Apple Retail Stores, on the Apple online store, the Apple Store app, or by calling 1-800-MY-APPLE. Apple Gift Cards and Codes are not for use as a method of payment outside of the above mentioned stores. Additional information regarding gift card scams is available at https://support.apple.com/itunes-gift-card-scams.
  
  While Apple empathizes with the customer's situation, we must refer them to local law enforcement regarding the reported fraudulent transactions, and recommend the customer report it to their local police department as well as the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
  
  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:07/27/2022

  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.

  In may I purchase a iPhone which is on installment payment when the phone came I was unaware it didn't come with the adapter only the cord the second week of having the phone it started with problems slow charging all day sometimes into the night slow pulling up websites glitches over heating hot like a iron it's the 13 pro max I've contacted Apple several times and nothing they refuse to do anything or replace phone the phone is brand new Apple refuse to do anything about it
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/08) */
  August 8, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed athttps://www.apple.com/legal/warranty/products/ios-warranty-document-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("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"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  "WHAT WILL APPLE DO IN THE EVENT THE WARRANTY IS BREACHED?
  If during the Warranty Period you submit a claim to Apple or an AASP in accordance with this warranty, Apple will, at its option:
  
  (i) repair the Apple Product using new or previously used Apple genuine parts that have been tested and passed Apple functional requirements,
  
  (ii) replace the Apple Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product - e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements, or
  
  (iii) exchange the Apple Product for a refund of your purchase price."
  
  "HOW TO OBTAIN WARRANTY SERVICE?
  Please access and review the online help resources described below before seeking warranty service. If the Apple Product is still not functioning properly after making use of these resources, please contact an Apple representative or, if applicable, an Apple owned retail store ("Apple Retail") or AASP, using the information provided below. An Apple representative or AASP will help determine whether your Apple Product requires service and, if it does, will inform you how Apple will provide it. When contacting Apple via telephone, other charges may apply depending on your location."
  
  "WARRANTY SERVICE OPTIONS
  Apple will provide warranty service through one or more of the following options:
  
  (i) Carry-in service. You may return your Apple Product to an Apple Retail or AASP location offering carry-in service. Service will be performed at the location, or Apple Retail or an AASP may send your Apple Product to an Apple Repair Service ("ARS") location to be serviced. Once you are notified that service is complete, you will retrieve the Apple Product from the Apple Retail or AASP location without delay unless Apple notifies you that the Apple Product will be sent directly to your location from the ARS location.
  
  (ii) Mail-in service. If Apple determines that your Apple Product is eligible for mail-in service, Apple will send you prepaid waybills and if applicable, packaging material and instructions on how to properly pack and address your Apple product, so that you may ship your Apple Product to an ARS or AASP location. Instructions may be sent to you via email or in hard copy with the packaging material. Once service is complete, the ARS or AASP location will return the Apple Product to you. Apple will pay for shipping to and from your location if all instructions regarding the method of packaging and shipping the Apple Product are followed.
  
  (iii) Do-it-yourself (DIY) parts service. DIY parts service allows you to service your own Apple Product. If DIY parts service is available in the circumstances, the following process will apply.
  
  (a) Service where Apple requires return of the replaced Apple Product or part. Apple may require a credit card authorization as security for the retail price of the replacement Apple Product or part and applicable shipping costs. If you are unable to provide credit card authorization, DIY parts service may not be available to you and Apple will offer alternative arrangements for service. Apple will ship a replacement Apple Product or part to you with installation instructions, if applicable, and any requirements for the return of the replaced Apple Product or part. If you follow the instructions, Apple will cancel the credit card authorization, so you will not be charged for the Apple Product or part and shipping to and from your location. If you fail to return the replaced Apple Product or part as instructed or return a replaced Apple Product or part that is ineligible for service, Apple will charge your credit card for the authorized amount."
  
  "Apple reserves the right to change the method by which Apple may provide warranty service to you, and your Apple Product's eligibility to receive a particular method of service."
  
  Protection<360> documentation may be obtained by following the 'get your coverage documents' instructions at https://myphpinfo.com/general/mydocs.aspx.
  
  Apple records confirm the customer's iPhone 13 Pro Max was purchased on May 26, 2022, and it is currently covered by AppleCare Services, which includes AppleCare+ through Apple, and Protection<360> through T-Mobile and Assurant. Between July 13, 2022 and July 20, 2022, the customer contacted Apple to resolve a technical issue with the iPhone. While Apple offered all available service options, the customer declined. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer's request for a repair or replacement without confirming a hardware defect. However, we will continue to provide support for the iPhone under the Warranty.
  
  Apple appreciates the customer providing Apple feedback regarding our products. 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.
  
  The following 'What's in the Box' section of the iPhone 13 Pro Max product page may be viewed athttps://www.apple.com/shop/buy-iphone/iphone-13-pro:
  
  "As part of our efforts to reach carbon neutrality by 2030, iPhone 13 Pro and iPhone 13 Pro Max do not include a power adapter or EarPods. Included in the box is a USBC to Lightning Cable that supports fast charging and is compatible with USBC power adapters and computer ports.
  
  We encourage you to reuse your current USBA to Lightning cables, power adapters, and headphones, which are compatible with these iPhone models. But if you need any new Apple power adapters or headphones, they are available for purchase."
  
  In addition to the online product description noted above, the physical box confirms the iPhone and USB-C to Lightning cable are included, and the power adapter and headphones are sold separately. The included USBC to Lightning cable is compatible with many USBC power adapters and computer ports, and many prior-generation (USB-A) power adapters and cables may be used to charge current iPhone models.
  
  Apple invites the customer to visit https://www.apple.com, a local Apple Store, or Apple Authorized Reseller should the customer wish to purchase new accessories.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  Date:07/27/2022

  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.

  Apple.com continuously overcharge for purchases made through the online game called Roblox. I've made several purchases and almost every transaction made is double billed or even billed a different amount. They continue to STEAL consumers money and the process to get refunded is very cumbersome. This is a repetitive problem with Apple.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  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. USING OUR SERVICES
  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., Apple Distribution International Ltd. 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., 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. 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.
  
  Apple will charge your selected payment method (such as your credit card, debit card, gift card/code, or other method available in your Home Country) 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 ID, 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 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. For more details about how Transactions are billed, please visit http://support.apple.com/HT201359. All Transactions are final."
  
  "ACCOUNT
  Using our Services and accessing your Content may require an Apple ID. 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."
  
  "G. 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 minutes without re-authenticating unless you've 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.
  
  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."
  
  As describe in the excerpts above, In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID. Apple further confirms no duplicate charges are present on the account.
  
  Apple, based on the Apple Media Services Terms and Conditions, declines the customer's refund request, and recommends the customer contact the App Provider for maintenance and support of the Third Party App. The customer may also consider discontinuing the use of any Third Party App that does not meet the customer's expectations.
  
  Apple recommends the customer review Apple Support articles "Request a refund for apps or content that you bought from Apple", available at https://support.apple.com/en-us/HT204084, "If you don't see your in-app purchases", available at https://support.apple.com/en-us/HT204530, and "How apps, content, and subscriptions from Apple are billed", available at https://support.apple.com/en-us/HT201359.
  
  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:07/27/2022

  Type:Service or Repair 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 an Apple Watch Series 7 Web# *********** using my phone through the online website. I received it on the 7/13/22. It would not turn on so I returned it to the Apple Store 7/15/22 at the Alderwood mall in Lynnwood WA. They issued a receipt for the return which states Refunded to the original tender. As of today 7/27/22 I have not received the credit of $717.88 for the return. I called Apple twice on 7/25/22 and it said the return was started but expired because the merchandise was not record but it was received at the Apple store on 7/15/22 the 2nd call was disconnected. Both times they mentioned I had to go to the Apple store, because I returned it to the Apple Store. I went to the Apple Store on 7/26/22 and spoke to a supervisor. He said they handled the return correctly, sent the want to Apple in CA tracking info **********************************, it was revived in Fontana, CA on 7/21/22 at 7:08 AM. The store couldn't help me with the credit because I bought it online and even though they accepted it at the store, they can't help me and I have to talk to the online store because they sent it off to them. It is a complete run around. I returned it to the Apple store, they accepted the return and they issued a receipt for it but the credit never went back on my card. I have filled out a dispute with Bank of America (my credit card company) but this is so ridiculous that I returned an item but can't get a refund and no matter who I talk to at online customer service or the in person at the Apple store they refer me to the other Group. I asked to speak to a manager and they told me that they would have someone call me in 3-5 business days. This has been a terrible experience and I just want my refund. Thanks
  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/08/01) */
  August 1, 2022
  
  
  
  
  Better Business Bureau
  ***************************************************************
  
  
  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 Retail Executive Relations
  
  
  Consumer Response /* (2000, 7, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/27/2022

  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.

  It would be a lie to say they haven't tried to help me, but too many players, countermanded resolutions, and failed attempts to resolve issues continue. Ignoring several very real problems that have persisted for the last year in spite of previous complaints that i thought were resolved. I had the same problems getting in touch, staying connected, long hold times, unfulfilled promises and incompetant attempts to correct mistakes by your employees. If you listen to those recordings the executive relations manager says differently than The Tech. **** ***** made promises and tech support didn't completely fulfill them, (see current execs response below.) You say I've got more than most people in the way of special attention, that's because ive had more than my fair share of miscommunications and incompetence and tech failures over the last year or more including technical glitches with your automated switchboard. Too many reps can't speak clear english, contradict and/or countermand previous decisions while denying that those were the decisions made previously and not taking adequate responsibility for damaged data resources
  
  ___________________________
  
  I read other BBB complaints that detail some if the problems i've had, its not an isolated thing
  ________________________________
  
  On Jul 27, 2022, at 10:36, ************* <*******************> wrote:
  
  Hello *****,
  
  Thank you for the affording Apple the opportunity to assist with your recent issue. Should you have any further questions that can be answered by Apple, you should contact Apple Support through normal support channels.
  
  I'm sorry you are dissatisfied with Apple's response.
  I will be happy to review any new information, and will get back to you within one business day. Otherwise, future contact with Apple expressing your dissatisfaction with our answer may not be responded to.
  
  We apologize for any inconvenience or frustration.
  
  Best Regards,
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/08) */
  August 8, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple has discussed the matter with the customer and provided an answer.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Notice how they ignored my complaint including a complaint that they didn't finish helping me or resolve issues having to do with me being shortchanged and promised help with compensation previously promised but not given completely as promised. I do not consider the matter closed, far from it and I'm sick of being blown off.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  August 16, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's August 8, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  they are not speaking with me and haven't since i filed the complaint, they made a concession and sold me stuff and never gave me competent access and tech support and i havent renewed AppleCare because of it. This response is a lie, they havent discussed the matter with me since i filed this complaint, and they are being ***** about it. I havent gotten the tech help they promised me for my many purchases, my equipment doesn't work because i don't know how to use it, and I'm sorely tempted to publish a story about ******** if they dont stop being so evasive and tight lipped about this.

• Initial Complaint

  Date:07/27/2022

  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.

  The phone was sent to me damaged. I was told by my provider to go to an apple store to get it replaced. I went to the Northbrook Court store In Northbrook IL where I was treated very rudely by the store manager, and they refused to do nothing about the issue
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  1112 S. Bascom Avenue
  San Jose, CA 95128
  
  BBB Case #:********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  The following Apple One (1) Year Limited Warranty excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html:
  
  "WHAT IS COVERED BY THIS WARRANTY?
  Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A. 95014 ("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"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications."
  
  "WHAT IS NOT COVERED BY THIS WARRANTY?
  This Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship"
  
  The following Apple Authorized U.S. and Canada Reseller Return and Refund Policy excerpt(s) may be viewed at https://www.apple.com/legal/sales-support/sales-policies/reseller.html:
  
  "Apple Authorized U.S. and Canada resellers have established their own return and refund policies. When you purchase Apple products from our authorized resellers, you must carefully follow their sales and return policies."
  
  Apple records confirm the customer's iPhone 13 was purchased on July 19, 2022, and it is currently covered by the Apple One (1) Year Limited Warranty. On July 27, 2022, a careful examination of the iPhone by Apple revealed a scratched screen, which Apple does not attribute to a manufacturer's defect. This issue is the result of cosmetic damage. Apple, based on the terms and conditions of the Apple One (1) Year Limited Warranty, declines the customer's request for a covered repair or replacement.
  
  The customer may contact the Apple Authorized reseller to discuss the Apple Authorized reseller's return and refund policy as it relates to the iPhone the customer purchased from the Apple Authorized reseller.
  
  iPhone service information and pricing is available at https://support.apple.com/iphone/repair/service.
  
  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 https://www.apple.com/support/products.
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com.
  
  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:07/27/2022

  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.

  On July 17th I purchased an app from the Apple Store that offered a 4 month customized plan. I answered specific questions and all that was provided were workout videos. I canceled the subscription and deleted the app within 3 hrs of purchase, in tandem with contacting the app to inquire on my customized plan. I explained it was false advertising and goods and services. After no attempt to refund my money, I contacted my credit card and filed a dispute. They resolved the dispute Jul 23 and credited my account $52.99. On July 25th I started receiving pop-ups on my iPhone that my account has been disabled in the App Store and iTunes. I contacted Apple support via text on July 26. I was able to verify my account and everything seemed fine. BUT immediately afterward, I received an email that my iCloud storage was full. I checked my account, as I had an Apple One Premier account which includes icloud+ (2TB of storage,) and see my plan was cancelled Jul 26. I contact apple again via text and am told I need to speak to a rep. Apple calls me at 8:40 on Jul 27 and says no problem, just re-subscribe for the plan. After several failed attempts using my credit card, even though I received an email from the cc company saying my card was ready to use in Apple pay, I reach out to Apple again via text and they inform me that Apple has banned my credit credit b/c I received a chargeback. That until I reverse that with my bank, they will not reinstate the use of my credit card. *Apple cannot manage my money.* I understand a policy is in place to protect consumers from fraud and I fully appreciate these efforts. However, when the situation comes to light, then Apple needs to course correct. The only fraud and flag that should be placed is on Apple's app that is falsely promising services. I never claimed the charge was made incorrectly or fraud on my account. Their policy directly impacts my ability to be an informed consumer with rights over my own finances.
  

  Business Response

  Date: 09/08/2022

  Consumer Response /* (-5, 8, 2022/08/12) */
  No. Apple has not made contact to correct the issue.
  
  
  Business Response /* (1000, 9, 2022/08/15) */
  August 15, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  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 ******************************************************
  
  "B. USING OUR SERVICES
  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., Apple Distribution International Ltd. 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., 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. 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 (such as your credit card, debit card, gift card/code, or other method available in your Home Country) 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 ID, 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 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. 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. Terms related to store credit and gift cards/codes are available here: *****************************************************************
  
  "ACCOUNT
  Using our Services and accessing your Content may require an Apple ID. 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."
  
  Apple received a chargeback 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, the associated Transactions were refunded, and Apple disabled the customer's account and banned the customer's payment method as a preventative measure against the possibility of additional unauthorized activity.
  
  The customer may contact Apple at ********************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at *****************************
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (3000, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already taken the steps outlined by Apple as resolution and received none. As stated in my complaint, I spoke to an Apple rep on July 26 and verified my account. I then spoke to them again July 27 and stated there was NO FRAUD on my account. (The only fraud and/or misrepresentation of goods/services was the app hosted by Apple. ) Apple refused to reinstate my credit card under the guise of policy. Apple cannot dictate management of consumer finances. I went to the app for refund and got nowhere. Then I went to my credit card. These are logical and acceptable steps in this matter. Again, I've already verified my account and informed apple there was no fraud on my credit card. I've contacted Apple at least 4-5 times on this matter and I am not going to argue with a representative who has no authority in this instance. The only action is for Apple to lift the ban on my credit card.
  
  
  Business Response /* (4000, 13, 2022/08/23) */
  August 23, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple's August 15, 2022, response to the Better Business Bureau remains unchanged.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.
  
  
  Consumer Response /* (4200, 15, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Apple has done nothing to correct the issue, in fact I find the responses dismissive. If Apple cannot give a direct number with an actual POC to remove the flag from my credit card, then this matter remains open. It's my money, my accounts, and Apple is a service provider/fiduciary, NOT a financial advisor. Apple wants a monopoly and to not allow consumers, BBB or any other governing body outside of their corporation to have a voice. APPLE DOES NOT HAVE THE RIGHT TO CONTROL CONSUMER'S FINANCES.

• Initial Complaint

  Date:07/27/2022

  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.

  My wife locked me out of my iphone and I didn't have my apple id password written down. Now Apple support is telling me I have to wait 13 days until they will let me reset my password or gain access to my phone. My phone contains all of my personal and financial information and losing access will greatly affect my ability to work and to function
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  
  Better Business Bureau
  ****************************************
  
  BBB Case #: *******
  
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  We appreciate the customer's feedback regarding Apple ID two-factor authentication, as Apple treats all customer concerns with paramount importance.
  
  Two-factor authentication is an extra layer of security for your Apple ID designed to ensure you're the only person who can access your account, even if someone knows your password. To keep your account as secure as possible and help ensure you never lose access, you should remember your Apple ID password, use a device passcode on all your devices, keep your trusted phone number(s) up to date, and keep your trusted devices physically secure.
  
  If you can't sign in, access a trusted device, reset your password, or receive verification codes, you can request account recovery to regain access to your account . If you generated a recovery key, you can use your recovery key to regain access to your account instead . Using a recovery key is more secure, but it means you're responsible for maintaining access to your trusted devices and your recovery key. If you lose both of these items, you could be locked out of your account permanently.
  
  Although Apple Support can answer questions about the account recovery process, we cannot verify your identity or expedite the process in any way.
  
  Apple recommends the customer carefully review Apple Support article "Two-factor authentication for Apple ID", available at https://support.apple.com/en-us/HT204915.
  
  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 ID account. Details regarding privacy at Apple are available at https://www.apple.com/privacy.
  
  Apple considers this matter closed.
  
  
  Sincerely,
  
  Apple Inc.