I was just hoping for some input as to whether I should press this matter further or just leave it be. I've owned nothing but crazy amounts of Apple products for the past 10 years and this experience has been very frustrating. I'll break it down into a timeline:
June 30, 2015 - I register for Apple Music on my iPhone. It continuously deleted all the music I was downloading, so I cancelled the subscription. I then signed up on the same iPhone with my other iTunes account to be able to access the content. (I have two iTunes accounts because you couldn't easily change the country a few years back and I was moving between the US and Canada).
July 31, 2015 - I received a charge for $9.99 for Apple Music.
August 5, 2015 (AM) - I received a charge for $9.99 for Apple Music.
August 5, 2015 (Afternoon)- I called into Apple, it directed me to AppleCare. I explained that I was charged twice for Apple Music and that I was in my 3 month free trial and shouldn't be charged until my trial was over on September 30, 2015. The representative said he had to cancel my subscription to be refunded the charges. He said would cancel it and all I would have to do is open Apple Music and select the plan to restart my free trial. He cancelled it, refunded my two charges, and advised me to escalate the matter to a supervisor if it happened again. I hung up and selected the individual plan in Apple Music. This call was approximately 30 minutes long.
August 5, 2015 (PM) - I received a charge for $9.99 for Apple Music.
August 6, 2015 - I called Apple and once again it directed me to AppleCare. There was no option for Apple Music and when it took me to iTunes, I couldn't speak with a representative. I advised them of what had happened and the representative escalated it to a senior advisor. The senior advisor said she didn't know why this was happening, didn't know anything about Apple Music and put me on hold while she discussed it with iTunes support. She came back on and said that the representative should never have cancelled my plan, but that they have refunded my $9.99 and that it should not happen again. She gave me her name and contact information incase it did occur again. This call was approximately 45 minutes long.
August 9, 2015 (AM) - I received a charge for $9.99 for Apple Music.
August 9, 2015 (Afternoon) - I contacted Apple and opted to not contact the previous senior advisor who gave me her contact information. She did not know anything about Apple Music and I wanted to speak with someone who did. I explained my situation and the representative escalated my case to a senior advisor. Before doing so he spoke with iTunes support and let me know that there was no way to restart the free trial. I explained my entire situation to the senior advisor and she said that she would refund my charge. I explained that the previous representative said the trial could not be restarted, so she said she would ensure that I received a credit for each month I was billed until the free trial was over. She said she would send me her e-mail and phone number and to contact her if I was charged again. She then put me on hold and discussed it with an iTunes senior advisor. Abruptly she came on the line and said she was passing the case off to him and hung up without giving me her information.
The senior advisor at iTunes told me there was nothing he could do. He could just refund the $9.99 charge that had come in this morning, but that would cancel my Apple Music. There was no way to restart the free trial and that I would just have to start paying the monthly fee. He said that I was originally charged because I had used the same credit card on my other iTunes account, even though I cancelled the trial prior to starting it on the other account. I explained that I only did this because Apple Music wasn't functioning. I asked if I could go back to that account then and get the free trial, and he said no. I explained that the last rep said she would ensure I was refunded through September 30, 2015 (when the free trial would end) and he said this was impossible and she should not have said that. I also asked why I was charged twice on July 31 and August 5 before contacting Apple, he said he did not know why but that the matter was already resolved with a refund. He was pretty rude with me.
I was on the phone for 1 hour and 15 minutes at this point, and was very frustrated. I feel like I wasted 2.5 hours of time when the first rep should have told me all of this, or when I signed up with Apple Music it should have alerted me of this lack of trial option. He said there is nothing he is going to do, either I start paying the $9.99 per month or I just accept this refund and stop using Apple Music. I asked if there was anyone else I could speak with to file a complaint regarding this process, and he said he was the highest person and there was nowhere to file a complaint.
Should I just leave it as it is and stop using Apple Music? I had intended on using this as my music service and I'm shocked at how many times I had to call in because I was being repeatedly charged only to be told "too bad so sad". Its seriously all only over two months of service - $20 - but now I'm feeling like its the principle of it. I'll always have to be checking my credit card to ensure they aren't mistakenly billing me. What would you do?
June 30, 2015 - I register for Apple Music on my iPhone. It continuously deleted all the music I was downloading, so I cancelled the subscription. I then signed up on the same iPhone with my other iTunes account to be able to access the content. (I have two iTunes accounts because you couldn't easily change the country a few years back and I was moving between the US and Canada).
July 31, 2015 - I received a charge for $9.99 for Apple Music.
August 5, 2015 (AM) - I received a charge for $9.99 for Apple Music.
August 5, 2015 (Afternoon)- I called into Apple, it directed me to AppleCare. I explained that I was charged twice for Apple Music and that I was in my 3 month free trial and shouldn't be charged until my trial was over on September 30, 2015. The representative said he had to cancel my subscription to be refunded the charges. He said would cancel it and all I would have to do is open Apple Music and select the plan to restart my free trial. He cancelled it, refunded my two charges, and advised me to escalate the matter to a supervisor if it happened again. I hung up and selected the individual plan in Apple Music. This call was approximately 30 minutes long.
August 5, 2015 (PM) - I received a charge for $9.99 for Apple Music.
August 6, 2015 - I called Apple and once again it directed me to AppleCare. There was no option for Apple Music and when it took me to iTunes, I couldn't speak with a representative. I advised them of what had happened and the representative escalated it to a senior advisor. The senior advisor said she didn't know why this was happening, didn't know anything about Apple Music and put me on hold while she discussed it with iTunes support. She came back on and said that the representative should never have cancelled my plan, but that they have refunded my $9.99 and that it should not happen again. She gave me her name and contact information incase it did occur again. This call was approximately 45 minutes long.
August 9, 2015 (AM) - I received a charge for $9.99 for Apple Music.
August 9, 2015 (Afternoon) - I contacted Apple and opted to not contact the previous senior advisor who gave me her contact information. She did not know anything about Apple Music and I wanted to speak with someone who did. I explained my situation and the representative escalated my case to a senior advisor. Before doing so he spoke with iTunes support and let me know that there was no way to restart the free trial. I explained my entire situation to the senior advisor and she said that she would refund my charge. I explained that the previous representative said the trial could not be restarted, so she said she would ensure that I received a credit for each month I was billed until the free trial was over. She said she would send me her e-mail and phone number and to contact her if I was charged again. She then put me on hold and discussed it with an iTunes senior advisor. Abruptly she came on the line and said she was passing the case off to him and hung up without giving me her information.
The senior advisor at iTunes told me there was nothing he could do. He could just refund the $9.99 charge that had come in this morning, but that would cancel my Apple Music. There was no way to restart the free trial and that I would just have to start paying the monthly fee. He said that I was originally charged because I had used the same credit card on my other iTunes account, even though I cancelled the trial prior to starting it on the other account. I explained that I only did this because Apple Music wasn't functioning. I asked if I could go back to that account then and get the free trial, and he said no. I explained that the last rep said she would ensure I was refunded through September 30, 2015 (when the free trial would end) and he said this was impossible and she should not have said that. I also asked why I was charged twice on July 31 and August 5 before contacting Apple, he said he did not know why but that the matter was already resolved with a refund. He was pretty rude with me.
I was on the phone for 1 hour and 15 minutes at this point, and was very frustrated. I feel like I wasted 2.5 hours of time when the first rep should have told me all of this, or when I signed up with Apple Music it should have alerted me of this lack of trial option. He said there is nothing he is going to do, either I start paying the $9.99 per month or I just accept this refund and stop using Apple Music. I asked if there was anyone else I could speak with to file a complaint regarding this process, and he said he was the highest person and there was nowhere to file a complaint.
Should I just leave it as it is and stop using Apple Music? I had intended on using this as my music service and I'm shocked at how many times I had to call in because I was being repeatedly charged only to be told "too bad so sad". Its seriously all only over two months of service - $20 - but now I'm feeling like its the principle of it. I'll always have to be checking my credit card to ensure they aren't mistakenly billing me. What would you do?