Ask for HELP Because your customer service is PERFUNCTORY

Dear,

I am from China and I am writing this email to ask for help and get compensation, because your customer service’s mistakes or your system loopholes caused my loss, but your customer service cannot help me solve the problem, and they are perfunctory. Details are as follows:

My bank card was stolen in 4 transactions on October 28, three of which amounted to RMB 999.99 and the other amount was RMB 499.99. After the bank card was stolen, I called the bank and Apple customer service as soon as possible to ask for help. The bank stated that the money has been transferred to Apple Inc and can only be refunded by contacting Apple's customer service. So I called Apple customer service to explain the stolen bank card. The staff of Apple said that my money has been charged into an Apple account, because I found out immediately as soon as the card was stolen, my money was still in the criminal’s Apple account and has not been consumed yet. The staff of Apple froze the Apple account of the criminal so that the criminal cannot withdraw money from the account or make consumption. The staff of Apple also initiated a refund application for these orders, saying that the refund can be completed within 48 hours.

After 48h, I checked the refund status of these orders based on the ticket number provided by the staff, but all refunds failed because the funds in the Apple account of the criminal had been consumed. I asked Apple’s senior customer support expert why the money in the froze account could still be consumed. He kept avoiding my question and prevaricated for half an hour. Later, I called Apple customer service several times. After a long wait, I learned that he criminal succeeded in unfreezing the account and transferred the money in the account. The staff of Apple said if the criminal can prove that the Apple account belonged to him through some verification operations, he can easily unfreeze the account and consume the money in the account.

I have some questions and dissatisfaction with this result: Firstly, when the staff of Apple froze the criminal’s Apple account, he did not tell me that the criminal could also unfreeze the account by himself. However, it takes 48 hours for the refund application to pass, which gives the criminals plenty of time. Unfreezing the account and transferring the money away also made me wait in vain within these 48 hours. Second, the criminal’s Apple account was frozen because it was suspected of stealing other people’s money, so his account should not be allowed to be unfroze, but in fact he can easily unfreeze his account without my knowledge. In my opinion, either Apple’s staffs have made mistakes in their operations, or Apple has security loopholes in this regard, which facilitates criminals’ criminal behaviors and makes it difficult for ordinary users to secure their funds and protects their rights.

I hope to get your reply and help as soon as possible, and I will continue to seek assistance from other parties.

Best regard