1 Reply Latest reply: Feb 24, 2009 6:56 AM by varjak paw
twoodall Level 1 Level 1 (0 points)
Essentially, I get an email receipt from Paypal saying that I had made an iTunes purchase. There was an order number listed. I did not make this purchase. It does not show up in my purchase history. I changed all passwords and what not. When I contacted customer service about the problem they only directed me to my purchase history presumably thinking that I stupidly forgotten that I had made a purchase. They told me that the charge was $4.43 because I had had $.56 store credit and a $4.99 purchase. This is not true. I had/have over $11 of store credit. I did not make this purchase. This is why it isn't showing up in my purchase history.

I've disputed with Paypal. I'm trying to get Apple to answer some basic questions like which Apple ID made the purchase with my Paypal because this $4.43 purchase does not show up in my purchase history leading me to believe that another Apple ID made the purchase.

Has this happened to anyone else? Does anyone have any suggestions on how to get customer service to respond? Does anyone know if there is a phone number to get ahold of a customer service rep? I've waited for a week for Apple to get back to me when they said I should have received a response generally within 24 hours. This also concerns me.

Right now it is about more than $4.43. Right now it is about customer service.

If this was fraud, I would think the bad guy would have spent more than four bucks. I still severed my credit card and Paypal account from my iTunes account just in case. I'm just really bothered by the lack of response.

Thanks for your thoughts.

MacBook, Mac OS X (10.4.8)
  • varjak paw Level 10 Level 10 (169,805 points)
    Does anyone have any suggestions on how to get customer service to respond?

    Generally in allegations of fraud, the iTunes Store as with most online merchants will deal only with the entity handling the transacation; the credit card company or in this case PayPal. They usually will not work with an end-user, since in most such cases only the transaction entity can provide proper verification (for security) and transaction and account details. They will not provide information such as Apple ID (if not yours), IP addresses, etc. to any end user.

    Since no transaction appears in your Purchase History, then your recourse would be to and through PayPal, since the iTunes Store apparently has no record of that transaction and may have never even been involved, per se.

    Does anyone know if there is a phone number to get ahold of a customer service rep?

    Sorry, there is no phone number for the iTunes Store.

    I've waited for a week for Apple to get back to me when they said I should have received a response generally within 24 hours.

    You can try sending them another email, but there may be little or nothing they can tell you directly regarding the invalid PayPal charge. If, however, your credit balance doesn't match up with what your Purchase History says you've purchased, then send another email, making it clear that what you're asking about is your credit balance and that it doesn't reflect what you should have based on your Purchase History, and they should work with you to clear that up, though it may take a couple of "back and forth" emails to get beyond the "canned" responses.

    Good luck.