Apple Support hang up on me, requesting to cancel subscription on itunes.

Discussion in 'Apple Music, Apple Pay, iCloud, Apple Services' started by rogertoh16, Dec 6, 2016.

  1. rogertoh16 macrumors newbie

    Joined:
    Nov 24, 2013
    #1
    Didnt know I got a subscription on the playkids, therefore asking apple support for help to cancel as the subscription renewer is still on my itune account. I dare not add credit to my acct as it will renew. Got hang up by the apple support!


    You're now chatting with Shravan.

    ShravanHi, my name is Shravan. It'll be just a moment while I review the comments you provided.

    Me:Hi

    ShravanHey Roger!

    ShravanI hope not but incase our chat gets disconnected for any reason, you can chat us back using the “Reconnect” option in the chat window. We will also email you how to contact us back. We can also be reached at https://getsupport.apple.com/GetCaseDetails.action(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window) with your Case ID: 100083885320.

    ShravanHow are you doing today?

    Me:not so good. I just notice that there is a subscription on my itune acct been renew without my notice.

    ShravanNeed not to worry, I will be happy to partner with you on getting this taken care of today.

    Me:Since 03/sep, there is a playkids subscription been going on deducting 6.99 every month.

    Me:I not using it, is there a way I can get my refund & cancel the subscription to it?

    ShravanI’ll definitely look into the possibilities for issuing a refund for the purchase.

    ShravanI have looked into your account and found that the subscription has been already cancelled and you have not ben charged since October.

    Me:that is because my credit on my itune acct been used up. That why not able to deduct anymore.

    ShravanIt seems that you were using the free trial of the subscription. Since the auto renewal feature of the subscription was not turned off, the subscription renewed automatically after the free trial and you were charged.

    ShravanAlso, I have checked all the possibilities on my end to see if a refund could be made but at this instance there is no option to refund the purchase. To know more on why the refund could not be processed, you may read about our refund policy on the below page: http://www.apple.com/legal/internet-services/itunes/(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)

    Me:thks for helping me to check if possible to refund.

    Me:But then the subscription is still there as I check on my itune account at my apple tv

    ShravanWell, the subscription has been cancelled.

    Me:if I to add credit to this acct, I believe the subscription will renew automatically

    Me:Is there a way can the subscription been remove. Cause under the itune acct setting, it still there.

    ShravanIt will not renew. In the meantime, you can also turn off the auto renewal feature of the subscription.

    ShravanTo do this, please see the steps in the article:

    ShravanView, change, or cancel your subscriptions(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)(Opens in new window)

    Me:I did try the article, not able to remove. That why I "Chat" with you support.

    ShravanRoger, as I have said, the subscription is cancelled.

    Me:I understand. but anyway to remove it?

    ShravanYou can remove the app from your device, if not.

    Me:If I add credit to my itune acct, it seem like it going to auto renew. Which I dont want.

    ShravanThe subscription will not auto renew!

    Me:The article mention remove the apps will not cancel the re-newer.

    ShravanYes, it will not cancel the subscription. As I have said before, the subscription has been canceled and it will not renew.

    ShravanWould there be anything else I can help you with today?

    Me:U not helping.

    ShravanI have already helped you and confirmed that the subscription has been cancelled.

    Me:in what ways U able to proof the subscription been cancel?

    Me:Is there another support? Can I change support guy?

    ShravanYou can call us back or you can also chat back with us.

    Me:So U not able to poof the subscription been cancel in your end?

    Me:And U want me to believe you on the chat?

    ShravanI’ll not be able to send you any proofs.

    Me:U joking right?

    Me:what kinds of support are you?

    ShravanI’m sorry, I’m not.

    Your session has ended. Thanks for chatting with us.

    Sorry, but we weren't able to email your chat transcript.
     
  2. Rigby macrumors 601

    Joined:
    Aug 5, 2008
    Location:
    San Jose, CA
    #2
    Not sure what the problem is. The subscription will remain in your account until it expires. It cannot be removed before that, because you have paid for it until then.

    If there is no "Cancel" button in the subscription settings on the Apple TV, automatic renewal has already been cancelled as the support person wrote, and you will not be charged. If you don't believe it, you can also double check in the account settings in the iTUnes app on a computer. It should say "Expires <date>" rather than "Renews <date>" under the subcription settings.
     
  3. rogertoh16 thread starter macrumors newbie

    Joined:
    Nov 24, 2013
    #3
    The problem is the subscription expired on Oct due to credit on my itune acct is not enough. Just now I top up $10, immediately the renewer kick in. I am not able to remove the subscription although it expired on Oct.
    --- Post Merged, Dec 6, 2016 ---
    ScreenHunter_04 Dec. 07 13.20.jpg

    No ways to remove it.
    --- Post Merged, Dec 6, 2016 ---
    ScreenHunter_06 Dec. 07 13.22.jpg ScreenHunter_06 Dec. 07 13.22.jpg ScreenHunter_06 Dec. 07 13.22.jpg ScreenHunter_06 Dec. 07 13.22.jpg

    Just top up and the subscription kick in.
     
  4. Rigby macrumors 601

    Joined:
    Aug 5, 2008
    Location:
    San Jose, CA
    #4
    No it won't.
     
  5. jetsam macrumors 6502

    Joined:
    Jul 28, 2015
    #5
    Your screenshot clearly shows the subscription has ended. If it had not:
    1) The subscription window would show a renewal date.
    2) It wouldn't say "Expired"
    3) There would be a "Cancel" button.

    What you are seeing is an invitation to renew.

    When I cancelled Apple Music after the trial, I had a screen like yours for several months. I was never charged for anything (and I do have an account balance). Eventually (90 days?) it stopped showing me the subscription renewal window entirely.
     
  6. M. Gustave macrumors 68000

    M. Gustave

    Joined:
    Jun 6, 2015
    Location:
    Grand Budapest Hotel
    #6
    The guy said it was cancelled ten times, and you're like no it isn't. I would've ended the chat too.
     

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