Apple rejected my subscription refund request even though a service was not provided.

[Weechuan lim]

Just to share an unpleasant experience. Wondering how many have had the same problem and what they did?


Unethical practise by Apple. my Weebly subscription is renewed automatically every year. this year, WEEBLY contacted me to say payment did not get through to them. Weebly also advised they no longer provide the "PRO Plan" and I have to change to a "Professional Plan".

Worried that it was a scam, I asked Apple why, they say it is 3rd party so I have to resolve directly with the App Developer and they can submit a refund request. I asked them to triple confirm that is the correct way the matter should be resolved, the Apple Support advisor confirmed.

I have the entire chat history as proof.

So I resolved directly with the App Developer, paid for a new plan before asking Apple to submit a refund request. which was REJECTED! An appeal to dispute the rejection was also REJECTED.

No explanation was provided apart from referring to Apple T&Cs.

Escalating to Senior Support advisors exposed how common this problem is. The Apple advisor should not have advised me to resolve it directly with the App Developer. Instead, they should have contacted them on my behalf. or I should have asked the App Developer to contact Apple directly.

They advised that they could do nothing now that the refund has been rejected. The only way is for me to approach the bank or credit card company to proceed with dispute resolution.

What a disgrace Apple and Weebly!
To top it off apple has removed this post from the apple community forum as it’s “not constructive”.

When businesses put profits before ethics, it's only a matter of time before they will crash and burn.

 

[Slartibart]

could you kindly elaborate on:

this year, WEEBLY contacted me to say payment did not get through to them.

so no money was paid by you, right?

You switched to the new plan, but then WEEBLY charged you also the old one?

So I resolved directly with the App Developer, paid for a new plan before asking Apple to submit a refund request. which was REJECTED!

Or what happened?

 

[Weechuan lim]

Apple took the money for the renewal but weebly did not get it.
I had to pay weebly or they will unpublish my site.

So I paid twice.

Not sure tha rationale behind your questions…
The question is did it happen to you. And if so how did you resolve it?

 

[maflynn]

Unethical practise by Apple.

Worried that it was a scam

When businesses put profits before ethics, it's only a matter of time before they will crash and burn.

Sounds like something went wrong in the workflow, and you got inproper advice that in effect closed the door to future appeals.

I think throwing words like unethical, scams, may not be fully justified because of this unfortunate event. I don't think apple is in the habit of taking subscription dollars and not paying the developer/service that provides the work.

While it sucks, and I agree, is it just one month's worth of the subscription? Did you dispute it with your credit card company?

 

[Weechuan lim]

It is like saying too bad for me, since it did not happen to you.
it's a whole year's subscription. I hope this will never happen to someone else.

Actually if you look at "apple community forum" you will see many similar "unfortunate events".
On reddit you will also see posts where Apple bars users who asked their bank/credit card co to dispute on their behalf.

I am a die hard Apple fan and share holder but I am not seeking opinions.

The question is... did it happen to you. And if so how did you resolve it?


But you will probably say its still not "fully justified".
here are other words in case you need something to kill time.

 

[kitKAC]

I should have asked the App Developer to contact Apple directly.

Yeah, this is what you should have done. Apple has their money, Weebly should have resolved the issue with them.

 

[Weechuan lim]

Weebly advised they cannot. Apple asked me to resolve direct w weebly then ask for a refund from Apple. But reject the refund request.

So… did it happen to you. And if so how did you resolve it?

 

[Slartibart]

Weebly advised they cannot.

Why not?

 

[Digital Dude]

I’m very selective about which subscriptions I sign up for these days. I started cutting back a couple of years ago because the costs were adding up. I also don’t want to end up in another situation where it’s a battle just to cancel something. 🙈

 

[Weechuan lim]

Thank you. I do not have many either. My trust in
Apple has been rock solid until this incident.

 

[FreakinEurekan]

It’s Weebly’s problem, pure & simple. They’re the ones providing the service, and they’re not doing so. Saying “Apple didn’t pay us” deserves a response of “Fix it with Apple and don’t involve me.”