ComplaintsforApple Inc.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had an Apple ID for several years, I have a subscription to Apple TV+ through my mobile carrier TMobile and all was working just fine. Recently when attempting to access the streaming service there appeared to be an issue with my user id and password. Several attempts to reset my password using the available tools were unsuccessful. I spoke with customer service to get some assistance but was informed that my account was locked and closed. No reason was given other than directing me to "read the terms and conditions"! No reason or explanation or offer to help and was simply told that my account was closed and that was it. Attempts to escalate were unsuccessful, they just shut down my account for no ********** is this possible?! This seems to me that there may have been some type of security breach or some other errors that would cause my account to be suspended yet no one in the service department could tell me when or why it was shut down. This is unacceptable. I'd like to get someone within the organization to look into this serious security issue, explain why my account was closed and what steps are to be taken to fix it and restore my access.

  Business response

  11/12/2024

  November 12, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22513957
  
  
  
  
  
  
  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 Apple 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 iCloud Terms of Service at **************************************************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Thank you!!!!!!!!!!!!!!!!!!!!!
  
  ******* ******

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a stalker -- a crazed Apple developer. I have had to get many iphones in the past, and this person manages to go through my photos, and do odd things to my iphone settings. Hard to explain, but I decided to upgrade my iphone 13 to a new Iphone 16. I decided to get a brand new Apple ID, in hopes that would throw this person off. I received an email welcoming my new ID from **********************, but the next day, they locked my account. I could not sign out of the iphone, and the use of it is minimal. Called Apple Support, and they could not help me either. They only told me that they needed 'proof of purchase'. Now, my contract is with Xfinity, not Apple, but I contacted Xfinity, and they advised that my order number would serve as my proof of purchase. My account is still locked, and they refuse to unlock it. But they told me I could use my 'old' Apple ID. This give my stalker access to my old ID, and since ********************** refuses to allow me to use the new one...my old problems exist. This is crazy. I am attaching my proof of purchase. ******** should intervene, as when a consumer purchases a device from a retailer, Apple should not get involved and lock the account, as the consumer has no choice in the programming of the device. What are we PAYING for? This is so unfair. Better Business Bureau, please help.

  Business response

  11/07/2024

  November 7, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22508722
  
  
  
  
  
  
  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.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an iphone 16 Pro Max 1 TB online. I traded in my iphone 15 Pro Max 1TB. I took the phone to *** in the box apple provided. Apple says they never got it....contact ***. Order number is W1646117742 the tracking number is 1Z39R3V68720437240. *** HAS CLOSED THE INVESTIGATION. Looks like I am getting the royal runaround. No way to treat an 80 year old man.

  Business response

  11/07/2024

  November 7, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, ********************** has invited them to contact us directly. 
  
  
  Sincerely,
  
  Apple Inc.

  Customer response

  11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased an iPhone 16 pro and never **** the return kit from apple, when i called the second time requesting it, they suggested that the return was canceled automatically after 14 days that i receive the phone i purchased , that is wrong

  Business response

  11/05/2024

  November 5, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  This office has been in contact with the customer and while this may not happen in all instances, we anticipate reaching a satisfactory resolution regarding their concerns. Apple has invited them to contact us directly while we continue to support their issue.
  
  
  Sincerely,
  
  Apple ***

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this message finds you well. I am writing to express my concerns regarding a recent purchase I made from your company, an iPad and keyboard. As a chef working in a busy school environment, I manage meals for approximately 400 students three times a day, which leaves me with very limited time for errands or shopping.I chose your company for its reputation for quality and trustworthiness, even though I understand that your prices may be higher. However, upon receiving my order, I realized that the iPad did not meet my expectations. with my hectic schedule i still went right to your website.When I attempted to navigate your website to initiate a return, I encountered difficulties. While the option to return the keyboard was available, the iPad was not, leading to my confusion. i texted the apple chat that helped me with the order but got zero response. now 2 months later i finally got a few days off I reached out to your support team, but unfortunately, my experience was disappointing. Two of the three representatives I spoke with were unhelpful and where acting very rude their responses felt very dismissive. even after the 14 day policy i still think that since i tried earlier and web was not allowing and i also tried to text they should refund [the iPad was put aside and basically never used] I have documentation and evidence to support my claims regarding the issues I've encountered. Given the circumstances, I kindly request a refund for the iPad. I believe that resolving this matter promptly and professionally aligns with the quality of service your company is known for.Thank you for your attention to this matter. I look forward to your prompt response.**** ******

  Business response

  10/30/2024

  October 30, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  
  Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.
  
  
  Sincerely,
  
  Apple Inc.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I downloaded Dopiverse - for a free 3 day trial. It was advertised on your App Store pop up ads. The same day I was charged $9.99. That is stealing from me. I have evidence. I want my money back.

  Business response

  11/12/2024

  November 12, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22481559
  
  
  
  
  
  
  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 order was refunded on November 7, 2024, to the original payment method.
  
  
  Apple recommends the customer review ********************** Support article View your purchase history for the App Store and other Apple media services, available at *******************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you so much!

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a senior citizen. I went to Apple Store and bought the new pro ********************* $1299 and the camera is not working. I have called tech-support several times. I have tried to make the camera do what hes doing to me, when I press the button to take a picture instead of it snapping a picture the white button go round and round in circles, and sometime you see this yellow line underneath and count. But every time I contact them. I hit the button it works but at night when I take these pictures its not working. I wont another brand new phone. My phone is brand new. I just bought it. Its not even one month old and Im having problems already and all Apple wanna To do is rig my phone to make it work and that is not the way its supposed to be and I told him that this is a brand new phone not even one month old. My camera should not be giving me these problems.

  Business response

  11/14/2024

  November 14, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22481707
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  Apple appreciates the customers patience while we worked towards resolving this matter. 
  
  
  The issue reported by the customer has been satisfactorily resolved.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

  but I feel my problem should have been resolved without coming to the BBB and if it wasnt for the lady at The corporate office taking the time to listen and to see that I had a problem my problem with the never got resolved. So Apple customer service are technicians need to listen to the customers. And a customer should not have to be calling over and over about the same problem if they see that the customer called more than one time maybe three times they need to do something like what they did so thank you BBB for helping me. Also I like to think the technician that I talked to at the headquarters phone number for taking the time and listen and see that I had a problem.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/26/24 My phone wasnt working properly while using it. The phone would periodically freeze so I turned it off. When turned back on the phone remained frozen with a black screen and only the apple logo. I called tech support to troubleshoot the issue but they were unsuccessful. I made an appointment for the Genius Bar and waited for my appointment time to come. Once at the store a genius with 0 empathy hooked the phone to a laptop to try to update my phone. It didnt work. The error message on the screen gave her enough pause that she had to ask a manager for clarification. The manager was unsure so she googled the code on her phone. The genius read the screen then told me the problem was I didnt have enough memory left on my phone to complete the update. I told her I didnt do the update and my settings for updates in my phone was on auto update. The tech informed me that the larger updates have to be done manually, which I know is not true. She then informed me I had no choice but to reset the phone back to the factory settings. I asked her if Id lose all my data. She explained that some of the data would still be transferred to the phone but everything else would always be available to me in the cloud. She made sure I agreed to the policy of apple not being responsible for my lost data before she rest my phone. Once I got home I realized my phone was reset back to 10/2021. I LOST THREE YEARS OF MY LIFE. My lupus filled, facing death everyday life. Precious memories and important health information. No one can explain to me how this update was able to be forced on my phone if I didnt have enough memory on my phone. If given notification I could have removed apps from my phone to free up space for the update. Two techs on the phone told me theres no way this shouldve happen to begin with. I WANT MY DATA BACK!! THIS WILL BE THE LAST APPLE PRODUCT I EVER PURCHASE!!! Also why am I paying $60 a month for ****** when my data isnt there???

  Business response

  11/01/2024

  November 1, 2024
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence to the executive offices of Apple.
  
  The customer referenced above has been contacted by Apple to discuss their feedback. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
  
  Please be assured that Apple considers all of our customers' concerns to be important, and many of Apple's product and policy changes have been made as a direct result of customer feedback.
  
  
  Sincerely,
  
  Apple Inc.

  Customer response

  11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I am still very disappointed because there was no real resolution. I dont have my data, I dont have the money I paid out for the security of iCloud that I didnt receive. Even worst I dont have a cause or reason as to why this occurred which only leads me to suspect that it can happen again. In my household we have a ton of apple products. Its heartbreaking to say but this maybe the last one we purchase! 
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I downloaded an app called Tezza and I did not like it and thought I cancelled the subscription. Then I noticed I was charged ***** for the yearly amount. I immediately requested a refund upon this discovery and was denied and then I attempted to dispute this and was denied again. I contacted support a few time and they all said they were unable to provide a refund for the product I did not use and I also delivered the app that is how much I did not like the app. I still have not received my refund and my free trial was supposed to end in the 22nd but looking at my app purchase it came out on the 21st of October they did not follow the full week of a free trial and this against what was promised and I have get to receive my refund.

  Business response

  11/05/2024

  November 5, 2024
  
  
  
  
  
  
  Better Business Bureau
  *****************************************************************************************
  
  
  BBB Case #: 22478638
  
  
  
  
  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.
  
  
  Apple records confirm the customer utilized the apps introductory free trial offer on October 15, 2024. The customer subsequently initiated a Paid Subscription to the app, which 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.
  
  
  ********************** 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 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

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  10/26/2024 I placed the order next day pickup at 11am. I still haven't received a confirmation for my pickup at the end of today. I will be driving there and it takes 3 hours to drive, and the store opens at 10am. there's no way for them to be so last minute and still haven't sent me any pickup *************** wife is also trying to place an order for the same phone, same time for pickup with me, and somehow the order keeps saying that it needs to be delivered instead of pickup. It says stock and inventory is available, but somehow the order just can't be placed. We even tried to call apple support, and they don't see any issues and tried to place the order over the phone for us, and that still doesn't work.For an international company with the size like apple, I definitely don't expect them to have problems as simple as placing online orders for store pickup. I can even place same day order for pickup within an hour, or same day deliveries. Apple really shouldn't have this types of problems.

  Business response

  11/04/2024

  November 4, 2024
  
  
  
  
  
  
  
  
  Better Business Bureau
  ***************************************************************************************
  BBB Case ID: ********
  
  
  
  
  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.

*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. ↩