I made a purchase in one app and did not receive the product and I discounted the money. What I can do?

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Level 1

8 points

I made a purchase in one app and did not receive the product and I discounted the money. What I can do?

I made a purchase at ClashRoyale a lot of gems 99.99usd and was granted my money and not give me the purchase, I got the email confirmation of the purchase but did not receive what you buy before had already made purchase this app without problems and even after this problem I made a purchase without inconveniences, I tried to communicate to the support and does not answer me, please help.

iPhone 6s Plus, iOS 9.0.2

Posted on May 5, 2016 7:26 AM

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Answer 1

King_Penguin

Level 10

334,138 points

May 5, 2016 10:37 AM in response to IGabiNaz

Whose support did you contact, iTunes Support or the developer of the app ? If the developer of the app hasn't replied and/or can't or won't help then try iTunes Support via http://reportaproblem.apple.com or https://www.apple.com/emea/support/itunes/contact.html (it can take them 48 hours to reply)

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Answer 2

IGabiNaz Author

Level 1

8 points

May 5, 2016 10:43 AM in response to King_Penguin

thanks for the suggestion I tried to do both and I have not gotten any answers ...... also tried to communicate to the support via phone but it has been impossible ... I can do?

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Answer 3

King_Penguin

Level 10

334,138 points

May 5, 2016 10:44 AM in response to IGabiNaz

How long ago did you contact them, more or less than 48 hours ? And you've contacted the game's developer ?

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Answer 4

IGabiNaz Author

Level 1

8 points

May 5, 2016 10:55 AM in response to King_Penguin

if the problem happened just contact via email to support Apple, and this morning and 48 hours and still do not receive responses support a new report did today, to see if I'm lucky.

On the part of the developer who are supercell in its support site say they are Apple should contact to resolve the failed purchase of gems, in conclusion, I am with hands tied not solve my problem.

I'm desperate. 😢

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Answer 5

King_Penguin

Level 10

334,138 points

May 5, 2016 11:03 AM in response to IGabiNaz

You've checked the spam folder as well as the inbox on your email account, and did you receive the automated acknowledgement emails ? Whenever I've contacted them in the past (and I assume that they are still sent) I've received an automated acknowledgment pretty much immediately, so I know that they've received my contact.

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Answer 6

IGabiNaz Author

Level 1

8 points

May 5, 2016 11:06 AM in response to King_Penguin

if indeed two days ago and today when I made reports have reached me emails confirmation of the report even they have a number of reports, but not receive any response.

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