ComplaintsforApple Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I sent in my iPad to Apple for trade in. The device was mailed back to them in the materials they provided and after a few online questions, I was quoted $125 for the device. After a few days, I received communication from Apple stating the device I'd sent in was damaged and that my trade in value would be reduced to $30. Obviously this was surprising since I'd sent in a good condition working device. I contacted a representative through the chat feature and they looked into the situation. The representative reviewed photos of my device, and stated that it was "weird" that the trade in value had decreased seeing that there was no signs of damage in the ipad. They then assured me that I would indeed be receiving the full value for my trade in of $125. I took a screenshot of this conversation for documentation. The next day I reached out again to a representative through chat and was assured that the situation would be corrected and ****** be receiving the full $125. Today was I contacted by Apple regarding the reviewed trade in, and the representative I spoke to on the photo doubled down on the claims of "obvious damage" to the iPad I'd sent in and refused to honor the $125 value that the prior representatives had confirmed. The only other choice I was given by this individual was no trade in value and that the now "damaged" iPad would be returned to me. I know what I sent in was in good condition...and that was confirmed by two different Apple representatives who viewed the device photos and agreed they showed no obvious signs of "bending" of the iPad, that this was some kind of mistake, that I need not worry..I'd been receiving $125 as quoted. All the supervisor I spoke to today would say was that she was sorry that the prior individuals made those statements to me.

  Business response

  08/13/2024

  August 13, 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

  08/13/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 10 year old daughter added an app to my phone without my knowledge which charged me a subscription fee of $49.99. I caught the charge after reviewing my monthly bank statement. The app was cancelled and removed from my phone. It was also never used to my knowledge. I submitted a refund request to Apple and was denied twice (7/31 and 8/1) with notes saying the charge is "ineligible for a refund." Customer support said there is nothing they can do. Its an automated system that reviews claims and makes the decisions. Very disappointed and frustrated with Apple for this. I pay for many other legitimate subscriptions without issue. If an unauthorized charge from a child is caught fast and cancelled, there should be no reason to deny a customer a refund.

  Business response

  08/08/2024

  August 8, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22085411
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The following Apple ***** Services 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 ********************** ******************************** then Apple ******************************* 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 ******************************** 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 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.
  
  
  C. ACCOUNT 
  Using our Services and accessing your Content may require an Apple ID. An ********************** ID is the account you use across Apples ecosystem. Use of *********** is subject to this Agreement and also requires a *********** account. Your account is valuable, and you are responsible for maintaining its confidentiality and security. Apple is not responsible for any losses arising from the unauthorized use of your account. Please contact Apple if you suspect that your account has been compromised.
  
  
  You must be age thirteen (13) (or equivalent minimum age in your Home Country, as set forth in the Apple ID creation process) to create an account and use our Services. Apple IDs for persons under this age can be created by a parent or legal guardian using Family Sharing or by an approved educational institution, though certain devices may prevent such Apple IDs from accessing certain Services on the device. A parent or legal guardian who is creating an account for a minor should review this Agreement with the minor to ensure that they both understand it.
  
  
  L. FAMILY SHARING
  The organizer of a Family (Organizer) must be eighteen (18) years (or the equivalent age of majority in their Home Country) or older and the parent or legal guardian of any Family member under age thirteen (13) (or the equivalent minimum age in their Home Country as set forth in the registration process). Apple devices are required for access to all of the Family Sharing features. Family Sharing allows eligible subscriptions to be shared among up to six (6) members of a Family. To learn more about Family Sharing visit: *********************************************************.
  
  
  Purchase Sharing: Family Sharings Purchase Sharing feature allows eligible Content to be shared among up to six (6) members of a Family. The Organizer invites other members to participate, and agrees to pay for all Transactions initiated by Family members. The Organizers eligible payment methods are used to pay for any Transaction initiated by a Family member (except when the Family members account has ********************** credit, which is always used first). Family members are acting as agents for the Organizer when the Organizers eligible payment methods are used. The Organizer hereby agrees: (1) to pay for such Transactions; (2) that Transactions initiated by Family members are authorized; and (3) Transactions will be charged to eligible payment methods in the manner indicated in Section B above. Organizers are responsible for complying with their payment method contracts, and assume all risk related to sharing access to their eligible payment methods with Family members. A receipt or invoice for any Family member Transaction is sent to the initiating Family member and, if billed to the Organizers payment method, also to the Organizer.
  
  
  Ask to Buy: Ask to Buy is a feature that allows an Organizer to approve Transactions initiated by a Family member under age eighteen (18) (or the equivalent age of majority in their Home Country). Content shared by Family members or acquired via content codes generally is not subject to Ask to Buy; content codes facilitating access to subscriptions are subject to Ask to Buy. The Organizer must be the parent or legal guardian of any Family member for whom Ask to Buy is activated. Ask to Buy is enabled by default for any Family member under the age of thirteen (13) (or the equivalent minimum age in their Home Country) and stays on until deactivated by the parent or legal guardian. If Ask to Buy is turned off after the Family member turns eighteen (18) years old (or reaches the age of majority in their Home Country), it cannot be turned on anymore. Ask to Buy does not require Purchase Sharing to be enabled.
  
  
  N. ADDITIONAL APP STORE TERMS (EXCLUDING APPLE ARCADE APPS)
  IN-APP PURCHASES
  Apps may offer content, services or functionality for use within such Apps (In-App Purchases). In-App Purchases that are consumed during the use of the App (for example, virtual gems) cannot be transferred among devices and can be downloaded only once. You must authenticate your account before making In-App Purchases separate from any authentication to obtain other Content by entering your password or using Touch ID or Face ID. You will be able to make additional In-App Purchases for fifteen (15) minutes without re-authenticating unless you have asked us to require a password for every purchase or have enabled Touch ID or Face ID. You can turn off the ability to make In-App Purchases by following these instructions: ***************************************************."
  
  
  Apple provides various resources and features for parents or legal guardians to monitor and manage their childs device usage and purchase capabilities. While some of these resources are listed below, additional information is available at ******************************************.
  
  
  Use parental controls on your child's iPhone, iPad:
  ******************************************/en-us/105121
  Use Screen Time to turn off in-app purchases on your iPhone or iPad:
  ******************************************/en-us/102470
  Approve what kids buy with Ask to Buy:
  ******************************************/en-us/105055
  Use Restrictions in iTunes on your PC:
  ******************************************/en-us/108959
  Parental controls for Apple TV+ on the web:
  ******************************************/en-us/101657
  Use Screen Time on your iPhone, iPad:
  ******************************************/en-us/108806
  Set up Screen Time for a child on Mac:
  ******************************************/guide/mac-help/set-up-screen-time-for-a-child-mchlc5595037
  Require a password for App Store and iTunes purchases:
  ******************************************/en-us/119848
  
  
  
  
  In-App Purchases must be authenticated by entering the Apple ID password, or using Touch ID or Face ID. **********************, based on the Apple ***** Services Terms and Conditions, declines the customers refund request, and recommends the customer enable restrictions as outlined in the resources and excerpts above.
  
  
  Apples support site is available at ******************************************, and Apple Support telephone numbers can be found in Apple Support article Contact Apple for support and service, available at ******************************************/en-us/106932.
  
  
  Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  08/08/2024

   
  Complaint: 22085411
  
  I am rejecting this response because: Apple refunds thousands of unauthorized charges by minors everyday. If they didn't, it would not be part of their selections when you file a claim, but it is. They are picking and choosing which charges they want to refund and which ones they don't. Apple also knows that children can and do access their parents phone, even when passcodes are in place. Responding to my request for a refund by telling me how to safeguard my phone is ****. 

  A trillion dollar company rejecting a $50 refund for an unauthorized charge by a 10 year old is wild and *****. The app was cancelled and never used. Shame on you Apple. 

  Shame on you. 

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

  Business response

  08/12/2024

  August 12, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22085411
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  Apple's August 8, 2024, response to the Better Business Bureau remains unchanged.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  08/13/2024

   
  Complaint: 22085411
  
  I am rejecting this response because: I am being charged for an app subscription that was ordered by a child without permission, was never used and was cancelled immediately when discovered. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Apple BBB Complaint Ive been with apple for over 10 years & have had the same AppleID since without any issues. 7.23.2024 I attempted to login and was shown message: This Apple ID has been disabled for security reasonsContacted Apple and couldnt give me a reason; it was said it happens when there are multiple failed attempts at logging in. I was asked to visit iforgot.apple.com to reset my password and regain access. Received mail Weve reviewed your request, and access to your account has been denied.New message : Cannot Verify Identity. This AppleID is not active.7.26.2024 follow up and was escalated; verified all information; was sent an Email Ownership Verification Code email which I provided 7.30.2024 I followed up with Apple and was told that the case is still In ProgressSome apps are bound to the AppleID or Apple ************ Ive spent thousands of dollars. No access to the AppleID account means:-no access to my iCloud Photos/Keychain or notes -cant access some apps -cant update apps when required -cant create new Apple ID since my 2 phones are bound (Find My) to the AppleID Now Im stuck with 2 useless perfectly working iPhones and Im forced to either purchase a new iPhone or Android *************** followed up on the case and the advisor stated that the previous advisor game me wrong information as Apple has changed their process and advisors are unable to submit activation requests. I was told that there is nothing they can do anymore, and proceeded to apologize for the misinformation.I hope Apple is able to assist with getting access to my account, even if just temporarily so that I can back up my photos, and bind the apps with other alternatives as to not lose all the money spent over the years. I look forward to satisfactory resolution.On a side note, all of the Apple support team with whom I interacted with were very empathetic, courteous, professional, and helpful in trying to resolve the issue.Thank you.

  Business response

  08/15/2024

  August 15, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22084467
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  The following iCloud Terms of Service excerpt(s) *** be viewed at **************************************************************************************:
  
  
  IV. Your Use of the Service
  A. Your Account
  As a registered user of the Service, you must establish an Account. Dont reveal your Account information to anyone else. You are solely responsible for maintaining the confidentiality and security of your Account and for all activities that occur on or through your Account, and you agree to immediately notify Apple of any security breach of your Account. You further acknowledge and agree that the Service is designed and intended for personal use on an individual basis and you should not share your Account and/or password details with another individual. Provided we have exercised reasonable skill and due care, Apple shall not be responsible for any losses arising out of the unauthorized use of your Account resulting from you not following these rules.
  
  
  VII. Termination
  B. Termination by Apple
  Apple *** at any time, under certain circumstances and without prior notice, immediately terminate or suspend all or a portion of your Account and/or access to the Service. Cause for such termination shall include: (a) violations of this Agreement or any other policies or guidelines that are referenced herein and/or posted on the Service; (b) a request by you to cancel or terminate your Account; (c) a request and/or order from law enforcement, a judicial body, or other government agency; (d) where provision of the Service to you is or *** become unlawful; (e) unexpected technical or security issues or problems; (f) your participation in fraudulent or illegal activities; or (g) failure to pay any fees owed by you in relation to the Service, provided that in the case of non-material breach, Apple will be permitted to terminate only after giving you 30 days notice and only if you have not cured the breach within such 30-day period. Any such termination or suspension shall be made by Apple in its sole discretion and Apple will not be responsible to you or any third party for any damages that *** result or arise out of such termination or suspension of your Account and/or access to the Service. In addition, Apple *** terminate your Account upon 30 days prior notice via email to the address associated with your Account if (a) your Account has been inactive for one (1) year; or (b) there is a general discontinuance of the Service or any part thereof. Notice of general discontinuance of service will be provided as set forth herein, unless it would not be reasonable to do so due to circumstances arising from legal, regulatory, or governmental action; to address user security, user privacy, or technical integrity concerns; to avoid service disruptions to other users; or due to a natural disaster, a catastrophic event, war, or other similar occurrence outside of Apples reasonable control. In the event of such termination, Apple will provide you with a pro rata refund of any pre-payment for your then-current paid term. Apple shall not be liable to you for any modifications to the Service or terms of service in accordance with this Section VIIB.
  
  
  C. Effects of Termination
  Upon termination of your Account you *** lose all access to the Service and any portions thereof, including, but not limited to, your Account, ********************** ID, email account, and Content. In addition, after a period of time, Apple will delete information and data stored in or as a part of your account(s). Any individual components of the Service that you *** have used subject to separate software license agreements will also be terminated in accordance with those license agreements.
  
  
  ********************** records confirm the customers ********************** ID was reenabled. 
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  08/15/2024

   
  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,
  
  ***********************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I downloaded an app that included a 3-day free trial. Despite cancelling the app subscription within the 3-day time period, I am being refused a refund for $101.65. Each time I've contacted Apple support, I have never been given a valid reason as to why they will not refund my money. I originally spoke to someone through Apple Chat. They refused to refund me without a specific reason. I then called the support team and spoke to an Apple advisor. They escalated me to a Senior Advisor when I asked. When I spoke to the senior advisor on Wednesday (7/31), the senior advisor spoke to me and said she was going to bring this to the attention of someone more senior than she was and gave me a case number to follow up with. When I followed up yesterday (8/1), I was told there is nothing else they can do for me and that I should not have been told by the Senior advisor on 7/31, that there was someone more senior that could help me potentially receive a refund. The woman even said "I understand that it's a lot of money so I'm going to escalate this for you". This is deceitful and unacceptable customer service. I still seeking a refund for $101.65.

  Business response

  08/09/2024

  August 9, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22082479
  
  
  
  
  Dear Better Business Bureau:
  
  
  The following Apple ***** Services 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 ********************** ******************************** then Apple ******************************* 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 ******************************** 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 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 ID. An ********************** 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.
  
  
  F. 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 ID, and you will remain liable for all amounts due under your Apple ID up to and including the date of termination; and/or (ii) terminate your license to the software; and/or (iii) preclude your access to the Services.
  
  
  Apple further reserves the right to modify, suspend, or discontinue the Services (or any part or Content thereof) at any time with or without notice to you, and Apple will not be liable to you or to any third party should it exercise such rights.
  
  
  Transactions must be authenticated by entering the Apple ID password, or using Touch ID or Face ID, and ********************** records confirm the Transaction was billed in accordance with the Apple ***** Services Terms and Conditions.
  
  
  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 customers account and banned the customers payment method as a preventative measure against the possibility of additional unauthorized activity. The customer has been in contact with ********************** and the account has been re-enabled. 
  
  
  Chargebacks and other activities in violation of the Apple ***** Services Terms and Conditions may result in the termination of a ***** Services account.
  
  
  ********************** recommends the customer review ********************** Support articles If you want to cancel a subscription from Apple, available at *********************************************************, and Request a refund for apps or content that you bought from Apple, available at *********************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  08/09/2024

   
  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

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new Iphone 14 on July 7 at my local **** store (***************************************). July 8 it would not turn on. **** said w/o it "soft booting" on, it is Apple's responsibility (according to agreement between 2 businesses). Reaching out to Apple via husbands phone, was told to mail phone in for repair. Box was mailed to me to mail in phone for "repair" - I never received box & was emailed another ***** label on July 11. I immediately mailed phone out. Tracking showed it was received July 15. After hours of phone conversations - each repeating they need 3-5 business days to process & then 3-5 to send back, I am still being told "there are no updates". My "Apple Case" is ************. What I REALLY would LIKE is just THE ***** I am paying for. Very frustrated & out of patience, *****************************

  Business response

  08/15/2024

  August 15, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22081433
  
  
  
  
  
  
  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

  08/16/2024

   
  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

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order ( W1311063115 )with Apple on July 18, 2024, and was informed that my package would be delivered by Friday, July 26, 2024. The *** tracking number for this order is 1ZA206X70494416097. Unfortunately, instead of being delivered to my address in ******, the package was incorrectly delivered to ******, *****, ****After contacting Apple about this issue, they issued a replacement order. However, the same problem occurred with the replacement shipment, which had the *** tracking number 1ZA206X70494423703. Again, it was delivered to ******, ***** instead of my address in *******When I reached out to Apple for a resolution, they informed me that they need to wait for the lost products to be returned to their warehouse before they can issue a refund. This is despite the fact that both shipments were delivered to the wrong country and never entered *******Additionally, I have received conflicting information from various customer service agents at **********************. Some have advised me to report the issue to the police, even though the packages never arrived in my country. Others have suggested that I return the items, which I never received. One agent even recommended filing a chargeback with my credit card company, which I find to be an unreasonable solution given that this issue is due to their shipping error.It has now been almost two weeks since I placed my order, and I still have not received the product or a refund. Apple's handling of this situation has been highly unsatisfactory. Their failure to address the issue appropriately and provide a timely resolution has caused me significant inconvenience and frustration.I request that Apple issue a full refund for my order immediately, without waiting for the misplaced shipments to be returned to their warehouse. Additionally, I urge Apple to review their shipping procedures to prevent such issues from recurring in the future.

  Business response

  08/05/2024

  August 5, 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 associated with the above-referenced case has been contacted by Apple, and a mutual resolution was achieved regarding the concerns expressed in their complaint to the Better Business Bureau.
  
  Apple has invited the customer to contact us directly with any remaining questions or concerns.
  
  
  Sincerely,
  
  Apple ***

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to inquire about the possibility of reactivating my Apple account ************************ and regaining access to iCloud which includes photos and my lifes teaching work, which was saved on iCloud. I apparently and without understanding violated the terms and conditions of my iCloud account. Consequently, I cannot use my Apple account ID and password in order to gain access to my iCloud account. Thus, I cannot obtain access to more than a decade worth of family photos which number over ******; some of these photos are of loved ones who have passed. Moreover, I cannot obtain access to hundreds of documents related to my lifes work, teaching and researching in the area of biodiversity. Currently I teach this subject at ********************* in *********, *********, where I am a professor. I believe that my account was deactivated due to sending a large number of text messages while volunteering for a local campaign. I was unaware that this activity could violate the terms of service and will not do it again. This is clearly not a spam account as I have been using it for more than a decade and it is a university email.We have stored all of my family's photos on iCloud. We have talked with customer service and they are unable to help me download anything that was on iCloud. They just send us a link to the terms of service and say there is nothing else that they can do. We would like to not lose more than a decade of photos of weddings and loved ones who have past away. It is causing our family great distress. I am also worried that I will not be able to recreate all of my lectures by the time that my classes start. I am requesting a copy of all of my iCloud data and a review of the banning of my account.

  Business response

  08/14/2024

  August 14, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22061563
  
  
  
  
  
  
  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 ID has been reactivated.
  
  
  Apple recommends the customer carefully review ********************** Support articles If you think your Apple ID has been compromised, available at *******************************************************, and Security and your Apple ID, available at *******************************************************.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  08/14/2024

   
  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

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Despite having the correct address for our business Apple maps continues to send our customers to a completely different street and is claiming that is the entrance to our building. we have filed serveral complaints through the app and they have ignored us and continue knowing that it is incorrect to mislead our customers, we are likely losing business due to this as well as people see we are not there and leave. We will have to take legal action for them lying about our location and making us lose revenue if this continues.

  Business response

  08/15/2024

  August 15, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22060539
  
  
  
  
  
  
  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

  08/15/2024

   
  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,
  
  **********

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I request activation unlock because I lost or cant remember my apple id . I submitted all necessary doc to apple support . Which include dl receipt and imei and serial number . This is terrible . Im a senior and getting no help and run around.I spent hours on end speaking with supervisors *****, senior advisor *** . Someone need to help

  Business response

  08/08/2024

  August 8, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22058461
  
  
  
  
  
  
  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

  08/08/2024

   
  Complaint: 22058461
  
  I am rejecting this response because:I felt the disrespect  and stress they put me thru to resolve an issue was unacceptable . I spend lot of money with this company. I several followers that  I will voice the  lack of with Apple. I have several products from Apple.To be treated like this . I need something more then an its been resolved..Im a senior and to be taken thru all this was unnecessary ..  

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

  Business response

  08/12/2024

  August 12, 2024
  
  
  
  
  
  
  Better Business Bureau
  **************************************************************************************************
  
  
  BBB Case #: 22058461
  
  
  
  
  
  
  Dear Better Business Bureau:
  
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  
  Apple's August 8, 2024, response to the Better Business Bureau remains unchanged.
  
  
  Apple considers this matter closed.
  
  
  
  
  Sincerely,
  
  
  Apple Inc.

  Customer response

  08/13/2024

   
  Complaint: 22058461
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a laptop from Apple Inc. on Dec 7th 2023. The dispute number is D-********, invoice number is MA48361792 and the amount paid was $1,382.35. According to the *** tracking information, the laptop was delivered to an incorrect address that is not my current or previous address. I have provided Apple with my invoice, bank statements showing my current address, ID displaying current address and screenshots of unhelpful customer service interactions, but the issue remains unresolved.Even my local law enforcement has encountered difficulties in contacting Apple, despite Apple instructing me to involve them. Attempts to resolve the issue through this avenue have been fruitless, with no response or assistance forthcoming from Apple.My dispute was summarily rejected, prompting me to request evidence. The *** delivery screenshot provided as evidence clearly shows the package was delivered to a completely different address. I find it concerning that *** seemingly has the authority to deliver packages to alternate addresses without verifying the correct destination with either the client or the vendor. (*** Proof Sent From Apple)Law Enforcement Document - Contains conversation between Apple - Horizon City PD - Myself *** & Billing address Document - Contains *** Delivery Confirmation and Billing Address incomplete in forms provided.Proof of Residency Document - Contains Credit and Bank statement with proof of residency before and after purchasing laptop showing I have never lived at ***** Desert Sunset.Finally, a screenshot in where Ive spoken to many reps on how the shipping address is incomplete and if incomplete address is searched on Maps you would see between 5-10 different streets. This should have been a red flag for *** to NOT delivery my laptop until further clarification on my address was completed. I told this to multiple reps and none were able to help or understand.

  Business response

  08/01/2024

  August 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, 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

  08/01/2024

   
  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,
  
  *****************************

*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. ↩