Need help for escalation on refund

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Level 1

4 points

Need help for escalation on refund

Hi,

I just had a call with Apple support manager but yet she unable to help on refund despite i have a valid reason. She mentioned nothing she can do for me because Apple refund system have rejected my dispute (second attempt for refund). I was asked to write letter (letter, not email) to Singapore HQ.

Based on the conversation, i tried to understand why i was "rejected" for refund but non of the "reportaproblem" website, first level support, second level support, and manager/supervisor level able to explain.

I tried my best to clarified issue and each level of support seems to agree it was a process glitch where the app charged me despite i have contacted the app developer to extend my trial. (The developer agreed to extend it.)

Apple support keep telling me NOTHING they can do from their end if the system have rejected it after second submition. Over the conversation, what i understand is that if the system have not rejected it before the dispute then the manager level able to help on refund.

Now because of the dispute have been rejected, i was denied of fair refund due to the system limitation to allow the manager to reverse the claim.

To whoever that have better way of escalation or "authority" to listen and make more humane judgement on this please reach me. I have the support case id but seem like the support wont able to do anything.

Please help.

[Edited by Moderator]

Posted on Aug 19, 2023 9:25 PM

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Answer 1

babowa

Level 9

78,441 points

Aug 20, 2023 2:20 AM in response to Patrick_1403

We are all other users here and do not work for Apple,so we cannot help. However, you need to know that the legal terms for purchases include that all sales are final. You agreed to that when you made the purchase. Apple does make exceptions, but that decision is entirely up to them. Here is a link to the terms:

Legal - Apple Media Services - Apple

(Section B)

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Answer 2

Patrick_1403 Author

Level 1

4 points

Aug 20, 2023 2:20 AM in response to babowa

I am aware of the legal term but thats not the case here. Its not something that i purchased intentionally and later request for refund. I am working with the develop to extend the app trial hence reinstall the app. When i reinstall the app and it was asking if i am agree for the 7 days trial which i thought it will grant the extension but somehow it didn't. Instead of that, it straight charged me.

I submitted refund and was rejected without reason. Then it asking me to submit dispute which i did. Now, because of that dispute and i was denied for refund due to the support team doesnt have authority to override the system/process they have. I believe it was not the correct way of treating the customer by telling them "Sorry, yes i understand the scenario and it is reasonable for a refund but now we cant do anything because the system have evaluated twice and dispute result have been given". The customer and the support team DOESNT know why the system reject it? Does that sound ok to you?

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Answer 3

Patrick_1403 Author

Level 1

4 points

Aug 20, 2023 2:20 AM in response to Patrick_1403

I am just looking for the right channel which have the authority to really look into this issue and have authority to overide the system.

Can someone share if you face similar issue and was asked to write letter to send to HQ? Shouldn't this be Apple internal escalation and if not, why we shouldnt write it through email?

They requesting me to write letter to an address of other country without telling me to who? or which department? How am i to track this escalation?

and this happening in year 2023? : (

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Answer 4

babowa

Level 9

78,441 points

Aug 20, 2023 1:42 PM in response to Patrick_1403

There is no other channel; Apple has the authority to make a decision and if they do not wish to reconsider, they do not have to (see the terms). You are posting in a user to user forum; none of us have any authority, nor can we override Apple.

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Answer 5

Dec 5, 2023 12:40 PM in response to Patrick_1403

What you need help with the most is your writing. But I understand. I keep my card locked because they love to take my money whenever they see fit.

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Need help for escalation on refund

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