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ITunes Billing

1460 Views 0 Replies Latest reply: Jun 21, 2010 6:20 PM by UnHappy Itunes Customer RSS
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Jun 21, 2010 6:20 PM
Take a look a look at this billing response from ITunes suport! I would make sure if you have kids and/or you have used a prepaid card for their ITouch's or other Apple Products you check this out first!
Hello Keri-Lyn,

Krista here again from the iTunes Store. I apologize for any inconvenience you have experienced. Regrettably, I am not Apple's legal representative and thus cannot address your claim. Any additional emails from you regarding this issue will not receive a response from iTunes Store Customer Support.

If you need further assistance regarding this issue, please contact your legal advisor, who may contact Apple's litigation department http://www.apple.com/legal/contacts.html on your behalf.

Thank you for contacting iTunes.

Best Wishes,

Krista
iTunes Store Customer Support
My Hours are: Sunday and Monday 1:00pm - 9:30 pm EST, Tuesday and Wednesday Off. Thursday to Saturday 1:00pm - 9:30pm EST Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Krista,
You had already agreed to refund the purchases and I do not believe you can now come back and change your mind regardless of reviewing with another agent. The credit card did NOT authorize charges and therefore ITunes had no business authorizing them. Much like an ITunes Gift card if there is no money available, the card cannot be authorized or charged. Much like a bank, Apple cannot take money from an account that has no funds available. I ask you one last time to remove these charges. I also ask for contact information for ITunes Legal Department and Customer Satisfaction Department.
ITunes made the error by allowing charges on a card that funds were NOT available. This is turning into a legal issue. I am in no way responsible for those charges and will not pay them AND ITunes has no right to block my son's access to free apps for his phone. If you cannot help me, please provide me with the information to someone who can. Also, make sure I am provided with the contact information for the Legal Department and the Customer Satisfaction Department.
Thank you,
Keri-Lyn

-----Original Message-----
From: iTunes Store [mailto:iTunesStoreSupport@apple.com]
Sent: Monday, June 21, 2010 4:56 PM
Subject: RE: iTunes Store Account and Billing; Follow-up: 110483914

Hello Keri-Lyn.

I'm sorry, but the iTunes Store normally doesn't provide assistance by telephone. I have reviewed this again with a senior agent and we cannot refund this. She is advising to pay this with a different card.

If you have any other questions, please feel free to respond to this email.

Best Wishes,

Krista
iTunes Store Customer Support
My Hours are: Sunday and Monday 1:00pm - 9:30 pm EST, Tuesday and Wednesday Off. Thursday to Saturday 1:00pm - 9:30pm EST Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Krista,
I would like to speak with someone via telephone regarding this issue. Please advise on who to contact. I can be reached at xxxxxxxxx or by mobile at xxxxxxxxx
Thank you,
Keri-Lyn

-----Original Message-----
From: iTunes Store [mailto:iTunesStoreSupport@apple.com]
Sent: Monday, June 21, 2010 3:54 PM
Subject: RE: iTunes Store Account and Billing; Follow-up: 110483914

Hello Keri-Lyn,

Krista here again from the iTunes Store. I have a senior agent review this. She wanted to know if this is a prepaid credit card, if so these are not accepted. She has advised if the Delinquent order MGWB0GNJ24 is paid, we can then refund it as a one time exception.

I look forward to your response.

Best Wishes,

Krista
iTunes Store Customer Support
My Hours are: Sunday and Monday 1:00pm - 9:30 pm EST, Tuesday and Wednesday Off. Thursday to Saturday 1:00pm - 9:30pm EST Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Krista,
I have absolutely no intention of paying for those items. The credit card on the account never authorized those charges and therefore ITunes should never have authorized them. The fact that ITunes did is not my problem. There was a reason we put a gift credit card on his account for exactly those reasons so he could not charge more than was on the card. ITunes made the mistake and should never have allowed the purchases when the credit card declined them, and it did. I ask again, please remove them from his account.
Thank you,
Keri-Lyn

-----Original Message-----
From: iTunes Store [mailto:iTunesStoreSupport@apple.com]
Sent: Sunday, June 20, 2010 6:43 PM
Subject: Re: iTunes Store Account and Billing; Follow-up: 110483914

Hello Keri-Lyn

Krista here from the iTunes Store Customer Support team. I understand that you had a limit on your credit card and purchases were still possible. I can certainly see how eager your must be to get this resolved. Rest assured, I will be to provide information regarding this matter.

According to our records, we have not received payment for order xxxxxxxxx. As soon as you pay for that order, you'll be able to resume purchasing with that iTunes Store account. Regrettably, iTunes cannot refund this.

You can pay for the order either by adding a new credit card to your account or by redeeming an iTunes Gift Card or iTunes Gift Certificate that is worth more than the amount you owe.

HOW TO ADD A CREDIT CARD TO AN iTUNES STORE ACCOUNT

1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge:

http://www.itunes.com/download

Note: Installing the latest version of iTunes will not affect your library or any items in your account that you haven't downloaded.

2) Click this link: http://phobos.apple.com/accountSummary

3) When you see the iTunes sign-in dialog, enter your account name and password and then click the Account Info button.

4) On the Apple Account Information page, click Edit Payment Information.

5) Enter the credit card number and select the credit card type.

6) Look at your billing address. It should be exactly the same as the address on your credit card statement and with the United States Postal Service (click "Find a ZIP Code" at http://www.usps.com and follow the onscreen instructions). This is important, because even differences in punctuation, abbreviation, and capitalization can cause payment errors that might prevent you from using the iTunes Store.

7) Select the box indicating that the new credit card will be used to pay the unpaid balance.

8) When all of the information is up to date, click Done, and then click Done again.

When you update your billing information, the iTunes Store places an authorization hold on your credit card to verify your account information. You might see this authorization request on your online statement. This is not an actual charge; it is simply a test to confirm that your credit card account is active and has credit available to accommodate transactions.

Your financial institution will remove the authorization request automatically. The amount of time it takes to remove authorization requests varies by financial institution. If you have any questions about the way your financial institution handles authorization requests, please contact their customer-service department.

If you have difficulty paying the balance with either a credit card or an iTunes gift, please let me know. I will be happy to assist you further.

Best Wishes,

Krista
iTunes Store Customer Support
My Hours are: Sunday and Monday 1:00pm - 9:30 pm EST, Tuesday and Wednesday Off. Thursday to Saturday 1:00pm - 9:30pm EST Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Details:
I put a limited credit card on my son's account - the account with the account name xxxxxxxxxxxx, however Itunes is showing that it authorized purchases in the amount of 30.67 that were not available on his card. This is unacceptable. If there is no money on his card, he should not have been allowed to purchase those items. I want the amounts removed from this account as they never should have been authorized without a valid card to purchase them. That is ridiculous. Please fix this asap and let me know when it is complete. Thank you.
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