vabash

Q: Very bad service at iTunes App Store

I am shocked by the bad service at iTunes App store and I want my money back right now. I reported my problem on July 21 and after 3 days I still have no reply from them (their automatic message promises a response within 48h). My case number is: ***.

 

The problem is: On July 19 2016,  I wanted to add credits to my Skype iOS app. I was on a summer holiday abroad and I had to make a very important international call. I entered my card details, finished all the steps, but I got no credits. I thought that this is some technical glitch, so I repeated the steps. Again, I got no credits. I just received two emails saying: "We're processing your order". Order No. *** and ***. But I got no credits.

 

On July 21, I received an email saying that one of those orders is billed (ORDER ID: MT*****1NY, doc no. ***). I couldn't believe that it took them 2 days to bill my card! But I got no credits! Only one of the orders was billed (who knows why only one of them), but anyway, I received no credits.

 

I logged in at skype.com and it says that the other order was cancelled, who knows why. The other one has a "pending" status. I don't get it, it's billed. I couldn't make my call on July 19, I lost money and experienced a nightmare because of that. Later, I logged into my desktop Skype and it was still saying no credits and my Skype iOS app was saying the same.

 

There are 2 payments mentioning BILL ITUNES.COM in my card statement, the first one is 4.99 USD and the other one is 1 USD. Why did they stole this dollar from me?

 

If this dollar was for some sort of verification / anti-fraud, I haven't verified anything, so how come I was charged the 4.99 USD bill? Or, if it's for some app, I download only free ones! Basically, they stole 4.99+1=5.99 USD from me and never gave me anything!

 

When I had problems on July 19, I thought that I could solve them by updating the Skype iOS app. I thought that this may make the credits to show up. But, instead of updating, the app got "stucked". The icon became dark, with the message "Waiting..." below it. It became normal after one day. But it was still showing  0 credits. I also updated my desktop Skype and it showed 0 credits.

 

I thought that reactivating old credits may help (you know, old unused skype credits), but it didn't help. Now both iOS and desktop Skype shows 0,13$. This is with the reactivated credits, but the new ones never arrived.

 

My ordered credits never arrived and plus they stole 1 dollar from me. For what? Skype is free! On July 19, I also downloaded Viber as a possible alternative, but it is also free! Where did this dollar go? I also wanted to buy Viber credits, but something was wrong there and I couldn't. I'd press the button "Buy credits" and something was messed up there, just blank pop-up.

 

iTunes App Store services are a total chaos and a nightmare. Whoever is responsible for this should be fired, sued and jailed. I would report this to the financial police and the media. I want my money back now, both for the credits that I never got (4.99 USD) AND also the 1 dollar that they stole from me for unknown reasons.

 

This was a systematic terror for several days. Shame on them. Will they stop it and explain what the **** are they doing and bring me back my money?

 

<Personal Information Edited by Host>

Posted on Jul 23, 2016 5:16 PM

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Q: Very bad service at iTunes App Store

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  • by King_Penguin,

    King_Penguin King_Penguin Jul 24, 2016 3:44 AM in response to vabash
    Level 10 (133,606 points)
    iTunes
    Jul 24, 2016 3:44 AM in response to vabash

    You already know that you are only talking to fellow users on these forums, nobody on here will know exactly what has/hasn't happened on your account. There is no use posting case numbers on here.

     

    As you say that you added card details to your account you will have received a temporary store holding charge to check that the details that you entered were correct and valid, your card issuer should automatically remove it within a few days or so (the actual time varies by card issuer) : About payment card authorization holds in the iTunes Store - Apple Support

     

    If iTunes Support hasn't replied within the 48 hours (and you've checked the spam folder on the email account) contact them again, including your case number

  • by vabash,

    vabash vabash Jul 24, 2016 5:46 AM in response to King_Penguin
    Level 1 (4 points)
    iTunes
    Jul 24, 2016 5:46 AM in response to King_Penguin

    Thanks for the link about this "authorization hold" nonsense. I think I got it, it's like they hold 1$ and then my bank removes that or something. Why other merchants don't do this?

     

    I would understand if they hold some amount (let's say 0.38$) and then they ask me to check my cc statement and to write them that exact amount (anti-fraud). But this is something else and it makes no sense.

     

    And more importantly, they didn't give me my credits (4.99$). I couldn't make that important phone call on July 19. They ruined my life. My card is OK, cause they billed me 4.99$ on July 21 and I got the invoice by mail. And even today (24th), still no credits.

     

    I reported the problem - silence for 3 days. Now I have to beg them for an answer.