New here, hi everyone. I hope I have posted this in the right section :
(In England) I set up my 10 year old child's new iPad so app store purchases were blocked . He could ask me if he wanted to buy something - I'd review it and if I agreed, I could enter the password and agree the purchase.
However, although the App Store block was working, somehow in-app purchases were not. He has mental health issues, got out of control and made over £2000 worth of in-app game purchases in just a few days while I was away.
I confiscated the iPad and contacted support immediately via the chat. After over an hour, the expert was able to isolate the issue down to just one email address buried in a menu that for some bizarre reason left the in-app purchases open. He agreed with me that it was ridiculous that in-apps should still work when the store purchases were blocked, that the purchases were clearly unauthorised and due to an error, and that I would be refunded.
He asked me to initiate the refund process via the web page which I did.However all but a single one of 74 purchases were refused without explanation. I contacted support chat again who told me to dispute it via the web page and provide more info, which I did. All of the refunds were refused again. Now there is no option to dispute.
My position is that all of these purchases on my card were unauthorised. An incorrect address buried in a menu that did not seem related to in-apps even when the expert identified the issue does not constitute 'authorisation'. The system in my view is way too complicated and obtuse to expect parents to get it set up correctly every time and there was zero indication that in-apps would work; why would one expect them to if the store block itself was working?
I'm aware of Apple's T+Cs and do not see how any of their criteria therein would justify refusing the refunds, other than that they simply want to keep my money. Nor should they be allowed to ignore statutory rights.
What he bought was in-game currency to gamble to try to win characters. The game is essentially a gambling app disguised as a game in order to addict children and sucker them into £90 purchases. We had no idea this was what it was - when I first reviewed it, it looked exactly like a harmless RPG game. I personally think this should be banned. It's literally trying to get kids hooked on gambling and rip off their parent's cards - what child can afford £90 purchases?
I read up on this and found out that it is a huge issue, and that Apple were already forced to repay $35 million in the US alone via class action suits. Despite this, they continue to do it.
I want a refund :
- has anyone had success in this situation?
- Am I likely to get a different result from phoning Apple instead?
- What are the repercussions of going to my bank to request a chargeback on the debit card in question?
- Are there other ways to try?
I have put a fortune into Apple and their products. I am extremely upset at this all and would appreciate help resolving it. Thanks.
(In England) I set up my 10 year old child's new iPad so app store purchases were blocked . He could ask me if he wanted to buy something - I'd review it and if I agreed, I could enter the password and agree the purchase.
However, although the App Store block was working, somehow in-app purchases were not. He has mental health issues, got out of control and made over £2000 worth of in-app game purchases in just a few days while I was away.
I confiscated the iPad and contacted support immediately via the chat. After over an hour, the expert was able to isolate the issue down to just one email address buried in a menu that for some bizarre reason left the in-app purchases open. He agreed with me that it was ridiculous that in-apps should still work when the store purchases were blocked, that the purchases were clearly unauthorised and due to an error, and that I would be refunded.
He asked me to initiate the refund process via the web page which I did.However all but a single one of 74 purchases were refused without explanation. I contacted support chat again who told me to dispute it via the web page and provide more info, which I did. All of the refunds were refused again. Now there is no option to dispute.
My position is that all of these purchases on my card were unauthorised. An incorrect address buried in a menu that did not seem related to in-apps even when the expert identified the issue does not constitute 'authorisation'. The system in my view is way too complicated and obtuse to expect parents to get it set up correctly every time and there was zero indication that in-apps would work; why would one expect them to if the store block itself was working?
I'm aware of Apple's T+Cs and do not see how any of their criteria therein would justify refusing the refunds, other than that they simply want to keep my money. Nor should they be allowed to ignore statutory rights.
What he bought was in-game currency to gamble to try to win characters. The game is essentially a gambling app disguised as a game in order to addict children and sucker them into £90 purchases. We had no idea this was what it was - when I first reviewed it, it looked exactly like a harmless RPG game. I personally think this should be banned. It's literally trying to get kids hooked on gambling and rip off their parent's cards - what child can afford £90 purchases?
I read up on this and found out that it is a huge issue, and that Apple were already forced to repay $35 million in the US alone via class action suits. Despite this, they continue to do it.
I want a refund :
- has anyone had success in this situation?
- Am I likely to get a different result from phoning Apple instead?
- What are the repercussions of going to my bank to request a chargeback on the debit card in question?
- Are there other ways to try?
I have put a fortune into Apple and their products. I am extremely upset at this all and would appreciate help resolving it. Thanks.
