I purchased an iPad mini last month, my first Apple product. After the initial Apple ID and iTune setup, I have been able to download free apps for the kids to play with, and have had no problem updating the apps when prompted.
Last week, the kids wanted me to purchase a game called Triple Town for them, so I purchase a $10 iTune gift card from Ebay. The seller sent me the code, and it redeemed into my iTune account just fine. But after trying to purhase the game, I keep getting the message that the transaction cannot be completed, and that I should contact the iTune Store for support.
I emailed them 6 days ago. I get an email reply 24hrs later asking me to confirm my account information. Once I've done that, it took them another 24 hours to reply with another question. Answering those meant waiting another 24 hours for a reply and 24 more hours and 24 more hours. It's been six days, and fianlly today I get an email response stating that there is something wrong with my account, and that I'm not in compliant with the iTune's term of use.
The problem is they would not tell me what is wrong. They pointed me to my billing address. I had to put in my mailing address, which is a PO BOX and phone number. I double-checked, and all information are correct. Yet they keep telling me that something is wrong with my account.
The only thing that I can think of is that I don't have a credit card on file with Apple. I choose "none" under credit card, and used a $10 iTune card that I purchased from Ebay instead. Even on the Apple Support website it clearly states that I don't have to have a credit card to make purchase since people can use gift cards.
I was currious to know what is wrong with my account since this is a brand new machine, and I have never purchased anything from Apple or iTune before, so I called in to the iPad customer service people today. They were very nice and polite. The girl informed my that she had to do a "chat" on her computer with the iTune people because apparently they are a different department. We waited 20 minutes before someone there was able to join the chat. 10 minutes later, the iTune girl told my iPad mini girl that she had to get her supervisor to handle this case. 20 minutes later, the supervisor came on the chat, and told my girl to wait while she reviewed the case. 10 minutes more after that she told the girl that she had to continue this conversation in private with me, and only through emailing. So after 6 days of emailing back and forth with the iTune people, and over an hour on the phone today, the supervisor at the iTune store told the girl who was helping me that she needs to continue doing this over email. I got the same email from her stating that my account is in violation with the terms of use of the iTune Store, but she won't tell me what's wrong.
I'm new to all of this, but I have been patient enough. At this stage, I'm looking at disappointing my 2 kids, but I'm more curious now as to what is going on with my account. The address, email and phone number on file are all correct.
My question to the community here is there anyway I can escalate this to some main customer service people somewhere who can tell me what is going on? All I want is to be able to purchase a few games down the road. I've always read good thing about Apple's customer service, and was excited to make my first Apple purchase. I'm middle age, and have been a Dell customer all my life. Dell does NOT have good customer service, but I have never had anyone telling me that I can't purchase something because something else is wrong with my account, AND . . . they cannot tell me what it is. Thanks.
Last week, the kids wanted me to purchase a game called Triple Town for them, so I purchase a $10 iTune gift card from Ebay. The seller sent me the code, and it redeemed into my iTune account just fine. But after trying to purhase the game, I keep getting the message that the transaction cannot be completed, and that I should contact the iTune Store for support.
I emailed them 6 days ago. I get an email reply 24hrs later asking me to confirm my account information. Once I've done that, it took them another 24 hours to reply with another question. Answering those meant waiting another 24 hours for a reply and 24 more hours and 24 more hours. It's been six days, and fianlly today I get an email response stating that there is something wrong with my account, and that I'm not in compliant with the iTune's term of use.
The problem is they would not tell me what is wrong. They pointed me to my billing address. I had to put in my mailing address, which is a PO BOX and phone number. I double-checked, and all information are correct. Yet they keep telling me that something is wrong with my account.
The only thing that I can think of is that I don't have a credit card on file with Apple. I choose "none" under credit card, and used a $10 iTune card that I purchased from Ebay instead. Even on the Apple Support website it clearly states that I don't have to have a credit card to make purchase since people can use gift cards.
I was currious to know what is wrong with my account since this is a brand new machine, and I have never purchased anything from Apple or iTune before, so I called in to the iPad customer service people today. They were very nice and polite. The girl informed my that she had to do a "chat" on her computer with the iTune people because apparently they are a different department. We waited 20 minutes before someone there was able to join the chat. 10 minutes later, the iTune girl told my iPad mini girl that she had to get her supervisor to handle this case. 20 minutes later, the supervisor came on the chat, and told my girl to wait while she reviewed the case. 10 minutes more after that she told the girl that she had to continue this conversation in private with me, and only through emailing. So after 6 days of emailing back and forth with the iTune people, and over an hour on the phone today, the supervisor at the iTune store told the girl who was helping me that she needs to continue doing this over email. I got the same email from her stating that my account is in violation with the terms of use of the iTune Store, but she won't tell me what's wrong.
I'm new to all of this, but I have been patient enough. At this stage, I'm looking at disappointing my 2 kids, but I'm more curious now as to what is going on with my account. The address, email and phone number on file are all correct.
My question to the community here is there anyway I can escalate this to some main customer service people somewhere who can tell me what is going on? All I want is to be able to purchase a few games down the road. I've always read good thing about Apple's customer service, and was excited to make my first Apple purchase. I'm middle age, and have been a Dell customer all my life. Dell does NOT have good customer service, but I have never had anyone telling me that I can't purchase something because something else is wrong with my account, AND . . . they cannot tell me what it is. Thanks.
