Previously Purchased Items Not Available Due to Billing Issue

[AppleFamily]

This is an ongoing customer support thread with Apple:

Lang_Country : en_US
Product : iTunes Store
Support Subject : Purchases, Billing & Redemption
Sub Issue : Previously Purchased Items Not Available
GCRM Case ID : 444391591
See additional info below
Choose the iTunes Store or App Store for your country: United States
Item title: Princess and the Frog
Order number: M2M768ZT3Z
Details:
This weekend we attempted to watch The Princess and the Frog. We purchased this movie on April 21st, 2013. When we tried to watch this movie we were told that a billing issue on our account was preventing us from watching the movie.

Apparently we have had a bit of a billing snafu this last week and an item we tried to purchase did not go through billing. I apologize for this and will correct this problem on Wednesday when I get paid. That being said, it seems unreasonable that Apple would prevent me from viewing a completely different item that has already been paid for. I accept, and completely agree, that you would block the item that failed a billing attempt and even block future purchases. However to block the download, playing, or otherwise interacting with an item already bought and paid for is wrong. In fact one could argue it borders on fraud or theft.

I am asking that Apple amend their policies and procedures around the way they handle failed purchases to block only:
a. The content attempted to purchase
b. Future purchases

While I will correct my billing mistake, again genuinely sorry we LOVE your tech and services, I must make a stand against the current method used to force customer compliance. While I am sure it is effective, it is not fair and I am certain not legal. I will be making this request public knowledge and will be pursuing this change vigorously.

 

[AppleFamily]

iTunes Store <iTunesStoreSupport@apple.com> Response

iTunes Store <iTunesStoreSupport@apple.com>
2013-05-13 10:12 AM


Dear Rusty,

Thank you for contacting iTunes Store customer support team. My name is Judith and it will be my pleasure to assist you today. I understand that you are temporarily unable to stream your previously purchased item from cloud, nor re-download them due to a billing issue with one of your orders. I understand how this can be frustrating and I can't blame you for that.

I apologize for the inconvenience it may cause you; however, as per iTunes policy, downloading of past purchases or downloading of new purchases, as well as updating any purchases are impeded by outstanding balances. As soon as the order is paid (6.87 USD) you will be able to resume downloading.

If would like to voice your feedback and suggestion on this issue, I encourage you to use the iTunes Feedback page to submit your comments here:

http://www.apple.com/feedback/itunesapp.html

By taking the time to contact Apple about your concerns, you provide valuable input on how to make iTunes better for everyone. Apple recognizes that no one is better qualified to provide feedback about iTunes than the people who use it. Your email may make the difference.

While you will not receive a response from this department, please be assured that the advisors who review all of our patron's concerns do take these matters seriously. The more feedback we gather on these issues, the better and more likely to incite changes. Your efforts to share your feedback are very much appreciated.

Thank you for your patience and understanding in this matter, Rusty. Your experience is very important to us and we truly appreciate your support to the iTunes Store. Please let me know if there is anything else I can assist you with.

Sincerely,

Judith
iTunes Store/Mac App Store Customer Support
www.apple.com/support/itunes/ww/

Please Note: I work Sunday-Thursday, 9:00AM-6:00PM EST

 

[blueroom]

Advice: don't use a CC with iTunes, use iTunes cards instead.

 

[AppleFamily]

My Response to Apple Support

to iTunes
Judith,

Thank you for responding promptly. I have posted an iTunes feedback as you suggested. While it may be in the T&C's of the service it does not make it right. T&C's are not legislation and are certainly not protection from liability or litigation. There are countless examples of this if you use google to do some research. The reality is that I have paid for an item from Apple and that order has been closed successfully in the past. This item is now no longer available to me via the method I purchased it. The Apple TV does not have a means to download the item locally and thus should not be subject to the streaming restriction as it is the only means to view this items. At this point from a customer perspective I am not able to enjoy the items I paid Apple for via ANY means. This is wrong. This is a bad customer experience by any measure. On top of that I will be contacting a litigation lawyer here in Washington to discuss the legality of this practice and means to pursue its change.

Rusty

 

[Shrink]

I don't understand this thread at all.

OP is not asking any questions, or seeking comments. Just posting communication between him/her self and iTunes, apparently about an unpaid bill.

I can't tell what OP wants from us. Support? Advice? Sympathy? What??

It also appears that OP owes iTunes money, and is miffed that iTunes had cut him/her off until the bill is paid.

Aside from that...I still don't get it!

Sorry if I'm a bit slow...

 

[AppleFamily]

In response to a post...

Just to clarify... I am not miffed about having to pay. I recognize the deficiency and will happily correct after payday, as was mentioned in the first post.

I am posting this on this forum, and others, as I want to make this short coming in the billing and interaction system of iTunes Store public knowledge and help Apple to see that it needs to be changed. The problem is that the device I used to purchase does not have the means to store ANYTHING locally. Thus when a payment is declined I immediately lose access to ALL of my previously purchased content as it MUST be streamed to view. This seems wrong to me.

A single complaint won't change much but the use of social media and forums can help publicize the issue and garner attention.

This may be miscategorized... I put it here as it seemed the only place to put it as it is directly related to AppleTV purchases. If it belongs in a different place I will be happy to re-post it.

 

[Plutonius]

It also appears that OP owes iTunes money, and is miffed that iTunes had cut him/her off until the bill is paid.

Aside from that...I still don't get it!

I believe the OP wants to be able to download previously purchased content until the billing problem is resolved (not get new content). It sounds reasonable but I'm not sure Apple has a setup where they can turn off specific areas of an account (i.e. allow downloads of previous purchased content while not allowing new purchases).

 

[Dobbs2]

The problem is that the device I used to purchase does not have the means to store ANYTHING locally. Thus when a payment is declined I immediately lose access to ALL of my previously purchased content as it MUST be streamed to view. This seems wrong to me.
will be happy to re-post it.

When you purchase anything from iTunes you a responsible to back it up to some kind of local storage. It has been this way for years. iTunes has to remove movies all the time due to negotiations and warns you to back up your purchases. The ability to redownload items from iCloud is a free benefit they reserve the ability to take away. This should be a lesson to back up your purchases. They are not required to ever let you redownload your purchases after the first time its a convenience they provide. You also have the ability to have new purchases download immediately and automatically to other devices for back up.

 

[slothrob]

When you purchase anything from iTunes you a responsible to back it up to some kind of local storage. It has been this way for years. iTunes has to remove movies all the time due to negotiations and warns you to back up your purchases. The ability to redownload items from iCloud is a free benefit they reserve the ability to take away. This should be a lesson to back up your purchases. They are not required to ever let you redownload your purchases after the first time its a convenience they provide. You also have the ability to have new purchases download immediately and automatically to other devices for back up.

I agree with this. Watching from their servers is a service that they have the right to suspend if you are in arrears.

My only reservation is that I am unable to back up some HD movies because iTunes will not let me download them, as my computer is is blocked as HDCP-noncompliant.

 

[PaulG114]

When you purchase anything from iTunes you a responsible to back it up to some kind of local storage. It has been this way for years. iTunes has to remove movies all the time due to negotiations and warns you to back up your purchases. The ability to redownload items from iCloud is a free benefit they reserve the ability to take away. This should be a lesson to back up your purchases. They are not required to ever let you redownload your purchases after the first time its a convenience they provide. You also have the ability to have new purchases download immediately and automatically to other devices for back up.

With how apple works today you can use any of their products without having to have a computer as well. So someone with an Apple TV could buy content and have no means to back it up. Which is ridiculous anyway in my opinion. For what they charge for space in the cloud? Absolutely ridiculous rates and prices, that I can't say I don't pay for myself out of convenience, should render backing up any purchases unnecessary. I agree entirely with OP's argument and have had the same issue over an outstanding 1.38, and couldn't watch any episodes of an entire series of a show. Because it is simply another dollar and change I typically couldn't be bothered to fight it more than a call to customer service, but their method of revoking content that, as mentioned by OP, has been paid for as a closed deal, because of a separate billing issue.... I'd say that logic would be about the same as repossessing someone's car the day after they miss a payment. Extreme? Yes. But a fair analogy indeed. It's unacceptable. It verges of communism and capitalism.

 

[bkny_sea]

This is an idiotic policy and is the reason why I don't use any of Apple's content service offerings. I love the hardware, but any of their digital content seems to have rules like this that are not well thought out. For example, what if you are using an Apple TV that does not provide local storage and your credit card is compromised or something, the bank freezes it, and apple tries to charge you for something?? Then you are not able to watch your wonderful movies that have been purchased and paid for through the iTunes store until you call the bank the next day to have the hold removed. My recommendation is to cut your losses and move to google play for digital movie content and any mp3 purchases. Spotify instead of Apple music for streaming, and view/listen on a beautiful mac

 

[guitarkid5]

This is an ongoing customer support thread with Apple:

Lang_Country : en_US
Product : iTunes Store
Support Subject : Purchases, Billing & Redemption
Sub Issue : Previously Purchased Items Not Available
GCRM Case ID : 444391591
See additional info below
Choose the iTunes Store or App Store for your country: United States
Item title: Princess and the Frog
Order number: M2M768ZT3Z
Details:
This weekend we attempted to watch The Princess and the Frog. We purchased this movie on April 21st, 2013. When we tried to watch this movie we were told that a billing issue on our account was preventing us from watching the movie.

Apparently we have had a bit of a billing snafu this last week and an item we tried to purchase did not go through billing. I apologize for this and will correct this problem on Wednesday when I get paid. That being said, it seems unreasonable that Apple would prevent me from viewing a completely different item that has already been paid for. I accept, and completely agree, that you would block the item that failed a billing attempt and even block future purchases. However to block the download, playing, or otherwise interacting with an item already bought and paid for is wrong. In fact one could argue it borders on fraud or theft.

I am asking that Apple amend their policies and procedures around the way they handle failed purchases to block only:
a. The content attempted to purchase
b. Future purchases

While I will correct my billing mistake, again genuinely sorry we LOVE your tech and services, I must make a stand against the current method used to force customer compliance. While I am sure it is effective, it is not fair and I am certain not legal. I will be making this request public knowledge and will be pursuing this change vigorously.

AGREED! I AM HAVING THE SAME ISSUE. I BOUGHT ALL MY MOVIES, I SHOULD BE ABLE TO WATCH THEM AT ANY TIME!!!!!

 

[guitarkid5]

iTunes Store <iTunesStoreSupport@apple.com> Response

iTunes Store <iTunesStoreSupport@apple.com>
2013-05-13 10:12 AM


Dear Rusty,

Thank you for contacting iTunes Store customer support team. My name is Judith and it will be my pleasure to assist you today. I understand that you are temporarily unable to stream your previously purchased item from cloud, nor re-download them due to a billing issue with one of your orders. I understand how this can be frustrating and I can't blame you for that.

I apologize for the inconvenience it may cause you; however, as per iTunes policy, downloading of past purchases or downloading of new purchases, as well as updating any purchases are impeded by outstanding balances. As soon as the order is paid (6.87 USD) you will be able to resume downloading.

If would like to voice your feedback and suggestion on this issue, I encourage you to use the iTunes Feedback page to submit your comments here:

http://www.apple.com/feedback/itunesapp.html

By taking the time to contact Apple about your concerns, you provide valuable input on how to make iTunes better for everyone. Apple recognizes that no one is better qualified to provide feedback about iTunes than the people who use it. Your email may make the difference.

While you will not receive a response from this department, please be assured that the advisors who review all of our patron's concerns do take these matters seriously. The more feedback we gather on these issues, the better and more likely to incite changes. Your efforts to share your feedback are very much appreciated.

Thank you for your patience and understanding in this matter, Rusty. Your experience is very important to us and we truly appreciate your support to the iTunes Store. Please let me know if there is anything else I can assist you with.

Sincerely,

Judith
iTunes Store/Mac App Store Customer Support
www.apple.com/support/itunes/ww/

Please Note: I work Sunday-Thursday, 9:00AM-6:00PM EST

THIS IS TOTAL BS! This is happening to use because I'm waiting on a new card in the mail. You side stepped the question! We ALREADY BOUGHT AND PAID FOR THE MOVIES! It should NOT affect past purchases!!!!

 

[guitarkid5]

I don't understand this thread at all.

OP is not asking any questions, or seeking comments. Just posting communication between him/her self and iTunes, apparently about an unpaid bill.

I can't tell what OP wants from us. Support? Advice? Sympathy? What??

It also appears that OP owes iTunes money, and is miffed that iTunes had cut him/her off until the bill is paid.

Aside from that...I still don't get it!

Sorry if I'm a bit slow...

YES YOU'RE SLOW. Here's the simple black and white of it. YOU buy a movie with iTunes a year ago...no problem. Then one day, your card isn't working or you need to update your credit card info, or something. iTunes is preventing you from streaming movies you have ALREADY BOUGHT until your balance is paid or your account is brought current. That is BS. Why should your entire account be frozen because of one upaid situation. You already bought and paid for your entire library. They should only limit you with what you want moving forward until your balance is paid. I am facing this now. My card has been changed and I can't watch anything until a new card is in the mail. BS

 

[Dobbs2]

YES YOU'RE SLOW. Here's the simple black and white of it. YOU buy a movie with iTunes a year ago...no problem. Then one day, your card isn't working or you need to update your credit card info, or something. iTunes is preventing you from streaming movies you have ALREADY BOUGHT until your balance is paid or your account is brought current. That is BS. Why should your entire account be frozen because of one upaid situation. You already bought and paid for your entire library. They should only limit you with what you want moving forward until your balance is paid. I am facing this now. My card has been changed and I can't watch anything until a new card is in the mail. BS

Nothing is stopping you from streaming it locally. Do you not download your purchases? When Apple started this service before iCloud streaming began it always warned you to backup your purchases. iCloud streaming is a benefit for people that don't owe Apple money. Maybe you should budget your money better. Load up your local file and it will play fine.

 

[2010mini]

YES YOU'RE SLOW. Here's the simple black and white of it. YOU buy a movie with iTunes a year ago...no problem. Then one day, your card isn't working or you need to update your credit card info, or something. iTunes is preventing you from streaming movies you have ALREADY BOUGHT until your balance is paid or your account is brought current. That is BS. Why should your entire account be frozen because of one upaid situation. You already bought and paid for your entire library. They should only limit you with what you want moving forward until your balance is paid. I am facing this now. My card has been changed and I can't watch anything until a new card is in the mail. BS

You did not buy a movie. You bought rights to view a DRM product which is tied to your account with Apple. If your account is no longer valid, you lose rights to access their servers to view that DRM product.

 

[Boyd01]

YES YOU'RE SLOW.

You join the forum today, quote a two year old post and then accuse him of being slow?... LOL

 

[seanrt]

Nothing is stopping you from streaming it locally. Do you not download your purchases? When Apple started this service before iCloud streaming began it always warned you to backup your purchases. iCloud streaming is a benefit for people that don't owe Apple money. Maybe you should budget your money better. Load up your local file and it will play fine.

Unless they changed something, even downloaded purchase go through an authorization process and if you have a payment issue with Apple, it will not play.

 

[Dobbs2]

Unless they changed something, even downloaded purchase go through an authorization process and if you have a payment issue with Apple, it will not play.

You can still play them from the computer tab just fine. I didn't have internet for a week while moving. I setup an intranet with my router and they played just fine.

 

[Gayapple20]

**** you apple we already buy something from your already shotty ****ing service and even when we already have purchased something that's has been paid for you won't lets us download it to our device you're nothing but a cheap piece of **** that does nothing but steal money from people bunch of of low life cheap pieces of shut **** you!!

iTunes Store <iTunesStoreSupport@apple.com> Response

iTunes Store <iTunesStoreSupport@apple.com>
2013-05-13 10:12 AM


Dear Rusty,

Thank you for contacting iTunes Store customer support team. My name is Judith and it will be my pleasure to assist you today. I understand that you are temporarily unable to stream your previously purchased item from cloud, nor re-download them due to a billing issue with one of your orders. I understand how this can be frustrating and I can't blame you for that.

I apologize for the inconvenience it may cause you; however, as per iTunes policy, downloading of past purchases or downloading of new purchases, as well as updating any purchases are impeded by outstanding balances. As soon as the order is paid (6.87 USD) you will be able to resume downloading.

If would like to voice your feedback and suggestion on this issue, I encourage you to use the iTunes Feedback page to submit your comments here:

http://www.apple.com/feedback/itunesapp.html

By taking the time to contact Apple about your concerns, you provide valuable input on how to make iTunes better for everyone. Apple recognizes that no one is better qualified to provide feedback about iTunes than the people who use it. Your email may make the difference.

While you will not receive a response from this department, please be assured that the advisors who review all of our patron's concerns do take these matters seriously. The more feedback we gather on these issues, the better and more likely to incite changes. Your efforts to share your feedback are very much appreciated.

Thank you for your patience and understanding in this matter, Rusty. Your experience is very important to us and we truly appreciate your support to the iTunes Store. Please let me know if there is anything else I can assist you with.

Sincerely,

Judith
iTunes Store/Mac App Store Customer Support
www.apple.com/support/itunes/ww/

Please Note: I work Sunday-Thursday, 9:00AM-6:00PM EST

 

[Marina Sky]

I support Rusty very much.
Lol I feel so dumb every time I deal with ITunes as If I'm trying to build a rocket for NASA.... It's getting more and more complicated for me to deal with the company's products. God! So often I feel the aversion towards dealing with the new Itunes or sync the music (that's one big spaceship project for NASA) or whatever. It's such a chore....

After reading the posts I actually had to bore my anger towards Apple because clearly there is a way out of this stupid situation - to back up EVERYTHING from now on (meaning Inconvenience but it's ok at this point). Thank you for the brilliant advice!
Also it's a bit upsetting because I feel weird when I paid for my ICloud space so I can store my music that I can't listen to in a situation when there is a billing problem. "Oops" - said Apple.
If I can't pay for the new song today - technically Apple tells me to go F*** myself and don't bother trying to listen to your 2,500 songs you already paid for UNTIL you PAY. OKAY I don't complain, they are right. But come to think about it, more & more this looks to me like a control mechanism, a sort of a short "leash" because Apple let me download the new recent purchase but always charges me LATER. Why? What is that all about? I'd rather get the notice of "Insufficient Funds" today and NOT later.

You'd say read the disclaimers! Maybe this is where I need to fix it also and should read their 300 pages next time before I click "I AGREE". I'll probably need an assistant to do that for me because I simply don't have time dealing with this stuff.
Apple is a total MONOPOLY that's why they do whatever they feel like doing.. We NEED more tech geniuses in this world to create BETTER companies and products for the PEOPLE. Apple is no longer for the people... since Steve Jobs died the company is a mess...

 

[Creek0512]

You guys realize this is nearly 3 years old, right?

 

[Boyd01]

This thread is a troll magnet.

 

[Daisy81]

I don't understand this thread at all.

OP is not asking any questions, or seeking comments. Just posting communication between him/her self and iTunes, apparently about an unpaid bill.

I can't tell what OP wants from us. Support? Advice? Sympathy? What??

It also appears that OP owes iTunes money, and is miffed that iTunes had cut him/her off until the bill is paid.

Aside from that...I still don't get it!

Sorry if I'm a bit slow...

It's more then a little upsetting that Apple is holding content that is already paid for hostage. I can understand not having access to the item trying to be purchased but if I bought a .99 cent program and was told I couldn't stream any of my movies I have already bought until I paid that .99 cents I would be livid. I would strip the DRM from my downloaded copies and switch to another service.

 

[oneMadRssn]

Time and time again, none of this would be a problem if people kept proper offline backups of all their purchased content. You paid good money for the file, why be stingy about a few gigs of hard drive space for it?

Also, this situation here is exactly why "the cloud" is not the be-all end-all solution to all out technology problems. Even for leisure activity such as watching movies, I don't want to cede control of my files to the whims of someone else. A few large external hard drives or a proper NAS are cheap cheap cheap compared to all the headache they prevent.