iTunes Customer Service
User Reviews, Ratings and Comments
NEGATIVE Comments
318 Negative Comments out of 366 Total Comments is 86.89%.
POSITIVE Comments
48 Positive Comments out of 366 Total Comments is 13.11%.
Issue Resolution
Reachability
Cancellation
Friendliness
Product Knowledge
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I think it's terrible that this cite cheats out it's users.
I can't count all of the times I've purchased something,
was charged for it, and never got to see it.
I am very disappointed at the service ITunes provides,
and I deserve a refund for the movies I was charged for, but ITunes never let me see.fredgar79 5/4/13 1:21PM -
I found 4 charges on my credit card from iTunes. I went on the Apple website to look up these charges to find out exactly what was purchased. Turns out there are no charges in my purchase history. But why do I have charges on my credit card? So I decide to call their 866 number. Which was answered by an automated recording to go to the website. Their website is useless! I can't even log off my account! Can't find the log off icon. I tried submitting a comment and I can't even click on the submit icon. I would think, one of the most successful internet, computer based companies would have their sh**t together. At least design a website that is that is user friendly. This is so frustrating!kttykrvtz 5/4/13 11:29AM
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I have a favourite game i play on my aple devices. i purchase gift cards when on sale to redeem to my itunes account so i can make in-app purchases on my favourite game. but everytime i spend over $100 in the app i get the error message "contact itunes support to complete this transaction" usually they resolve it over the phone within 1 hour. There is no point emailing them because they never reply to me or they take 3 days to reply at best. my most recent occassion that this happened they couldnt resolve it within 1hour and they said they need to escalate it to a higher level; all because I spend an apparent high quantity money on the itunes store. Now i need to wait 2 days to resolve the problem with my account and i have $150 of itunes credit waiting to upload and $40 in my account that i cant use because "i recently spent more than usual" quote, their words. Apple may as well make the store FREE for everything including In-App if you dont want us spending too much money!!!Mira 4/18/13 6:09PM
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FACTS:
*I have an Itunes acct associated with my debit card and all settings are confirmed.
*My adult daughter has an Itunes acct associated with her debit card and all settings are confirmed.
*I have a credit card that has never been associated with an Itunes account but was used to make purchases in the Apple Store.
ISSUES:
My Itune purchases and daughter's purchases are confirmed by email indicating they are being charged to their respective debit cards. Instead, all charges show up on the UNASSOCIATED CREDIT CARD.
ACTIONS TAKEN:
Several calls to the Geniuses at Cust Service who say they will take care of the problem. After 4 months nothing is different. In order to stop the insanity, I had to cancel the UNASSOCIATED CREDIT CARD.
THE GENIUS'S SOLUTION:
The Genius in Fraud Department then cancels both accounts because they can't find their problem. And after listening to my tirade (of course I gave it to him - they deserve it); he hangs up on me
MY SOLOUTION:
Done with Apple - going to Samsung. Was on the brink of making an Ipad purchase - decision was made for me - going to SAMSUNG - too bad for the Geniuses at Apple - you lose. YOU DIDN'T HAVE THE SOLUTION TO THE PROBLEM!!!MAW 3/20/13 11:27AM -
I order a Zoosk threw iTunes.. The site said I had a 3 day window 2 cancel and receive my refund.. I canceled 2day March 4 th and ordered on March 2nd.. My name is Lisa Cote.. I paid for 1 mth of which was 29.99 but I was actually charged 36 dollars and some change.. Seeing I can't SPEAK with a person I would expect a prompt response or I will get rid of iTunes all together this is just rediculous..Lunabug05 3/4/13 11:32AM
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In the past i have cancelled my credit card access by itunes as the charge to card without authorisation for childrens games that are downloaded supposedly free.
For example order ID is for The Sims FreePlay, Bucket of life Points and i was consequently charged Rph59,000 direct to my credit card!
Itune must seek authorisation.
It is very difficult if not impossible to complain>
M.T. Clarkepakmike 3/2/13 9:28PM -
I bought $100 I tone card for my kids for Christmas and some how we can not find the I tone card but I have the receipt from target with the UPC code so I need the pin number to down load, I was one the phone Friday night for 45 minutes and 5 diffirent people and the all said that they would be able to help me out, so I felt good because $100 is alot of money and I was told with the number they could get the pin number and I to email them and they would help, well I got a email back saying sorry we can not do anything. I am so disappointed that I have the UPC number and I tones can not get me a pin. I can not beleive that was the email I got back not even will we will really try to help you out!UPSET 1/7/13 10:07AM
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I had rented a movie on itunes, it would not play. I did everything the costumer service representative told me to and it still didn't work. I told them this and they kept on repeating themselves.Renate 12/19/12 11:22PM
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I was trying to get help for playback on purchases and Digital copies on my ITunes for Windows. I do not own nay Apple products therefore do not have a Serial#. Because of this I cannot proceed with my inquiries. I guess if you are not spending a small fortune on their overpriced hardware they don't want to be bothered with you. As it is I now have an unplayable library of products excluaive ti ITunesRizon53812 12/18/12 9:08AM
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Apple has the WORST customer service (and I never thought I'd see someone beat AT&T). They do not have any way to email a customer service support line. You can get a phone number to call them, but if you work a busy schedule, live overseas, or have any other issues that would prevent you from calling within their hours of business, then there's no way to contact them. If you try to use the icons to call them directly you MUST have a serial # in order to get service, however they do not provide instructions on WHERE to find this number unless you own a MAC computer. They say it's in your iTunes account, but I couldn't find it. I ended up sending them an email thru their suggestions for improving online support link. Doubt I'll see any chang or helpAnonymous 12/5/12 7:51PM
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I got logged out on my iPad and someone else's name popped up on the sign in spot. Now I can't get in to my account. Each time I ask for a change they say, an email has been sent, but I've never gotten any of them. It's been about 7 times now, still no email.Anonymous 11/30/12 8:02AM
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Security questions come up to verify the account are the 2 that was not answered and no way to log into the account now. They will not refund the money back to the prepaid card.A major company like apple turned out to be running a scamromboy 11/26/12 3:30PM
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Such a frustrating company to deal with. My password that I'd had for my ITUNES account for years... suddenly just stopped working...after resetting it via their website, no less than 10 times..I gave up and called. It just wouldn't work. I called from work and they needed the serial number of one of my IPODS or IPAD to confirm my account, so I called again and gave them the serial number for every IPAD, IPOD etc that we have, nope, none of them worked for verification. They then asked me the last 4 digits of my expired credit card. I don't keep that information either. I offered to give them the info for the credit card I actually had set up on my account currently but that wouldn't work either. They need to fix their verification process! I never did get verified but Brad, the customer service rep didn't let that stop him. He starte to 'help' me and had me delete some programs on my IPAD....as I was going back into the ITUNES account to start restoring my IPAD he was no longer on the phone!!! I just panicked because I had no idea where he was going in the process. I waited for him to call me back....he didn't, so I called them back with the number that ITUNES had assigned me for the contact, and they couldn't figure out what the former rep was doing. They said they would talk to him and Glen set up a call back for me the next evening....guess who never called...that's right, I've never heard from them again. I spent a couple of hours putting my system back togeter and never did figure out what he was trying to do. I am really disappointed in their customer service. Please remember, it's your customers that keep you in business. One frustrated customer shares that experience with several people and eventually it catches up with you. It's ALL about taking care of us after you take our money.tstarr 11/17/12 5:05PM
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After installing a new hard drive on my MacBook, I had to re-authorize all my iTunes music. It turns out I had two iTunes accounts. One account was long-forgotten and hadn't been used in years so, naturally, I forgot the password. I could not reset my it because the email associated with the account is dead and the security question would not accept my birthdate—perhaps I originally entered it incorrectly? At any rate, I contacted iTunes support and they told me that all I had to do was send them and old iTunes purchase receipt to prove the account was mine, so I did. They then told me that they could not reactivate my account after all because they were having "security issues" but were "working on the problem". That was three months ago. Repeated followups with iTunes result in the same "we're working on it" type replies and I still have hundreds of songs that I cannot play. Thanks, iTunes, for your friendly—but ultimately useless—customer support. And thanks, Apple, for robbing me of hundreds of dollars worth of music.dtate 10/16/12 7:25PM
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Spoke with Alex. I was perfectly polite with her during this phone call. She has poor listening skills. She was unacceptably unable to resolve my over-billing issues.
Folks, if you are over-billed deal with it until it is resolved . . they drag it out so you will give up. Also, watch your account carefully. One month I was charged four times for one monthly subscription!
Unacceptable.Iko 10/12/12 3:24PM -
I tried to access iTunes in order to buy some of my favorite music. I do have a previous apple ID and changed my password only to be told only one email address is permitted by apple. Since I already have an apple ID what is the problem. How many email addresses am I expected to have. Trying to locate help is like shouting into empty space. What an awful performance from the so-called leader in technology. I am now going to Amazon to download my requirement.madvista 10/5/12 5:01AM
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How do i began back in july my account information was hacked into. I have called and had my password reset 40 times according to apple the people at apple tried to help but the rep. at itunes names gayle promised to call me and set up an appointment so my account could be dealt with. Surprise, Surprise it didnt happen I am so frustrated I burst into tears at the apple store at willowbrook in houston all they could tell me is that they were sorry I had to wait another 24 hrs to get a new password because perhaps i was not resetting it right wihich is a crock of crap. I am very dissapointed and frustrated this company sucks! They are nice but dont get crap done!!!! BAD BAD WHEN THIS IS COMPANY THAT DEALS WITH TECHNOLOGY!PISSED AT THE APPLE AND ITUNES 10/1/12 9:53AM
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itunes double charged two of my credit cards and blames ORIGINAL GANGSTAZ app for the problem so I contacted ORIGINAL GANGSTAZ and they tell me that itunes is responsible...WTF!BC187ITUNES 9/30/12 5:33PM
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iTunes has the worst customer support I have dealt with outside of the IRS! While traveling abroad, I tried to purchase a gift card for my niece. They froze my account. When I contacted them, they said it was for security reasons and they can not unfreeze it without a copy of a bank statement. How is sending a copy of my bank statement over an unsecured e-mail account looking out for my account security? When asked to talk to someone higher up, I was told that was as high as I could go. Basically, I have no choice except to deal with this one person and I have to do what she says or I will lose access my thousands of dollars of purchases and their upgrades. I have been a long time mac user. My home and business are full of mac computers (7), iPads (2), iPhones (2), Airports (5), and Apple TV's (3) and this is how I am rewarded. Not too swift. I'm done with them.Exmacman 9/28/12 8:02PM
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Had great customer service from Lindsay Taylor.
Being in customer service myself I appreciate when get good service.
I got disabled from accessing iTunes and Lindsay went above and beyond. Great attitude and extremely helpful.
Joanie OsheroffAnonymous 9/23/12 7:11PM -
I am very unhappy with Apple reasons.
1. I can not talk with a live person.
2. If you have your identity or account locked or stolen you can not talk with a live person.
3. Apple expects you to pay for all apps and songs right away, why dont they offer the same service to the loyal apple users by providing live support or instant chat.
4. If you change your billing or payment method Apple will not let you purchase any new items and they wont even let you download the apps/songs you paid for already (Really Apple????)
5. I have not had too much dealings with the customer support other than being told they do not have a direct number. This is really not good business. I would at least have an instant chat option. Other than that I love my Iphone but I do not love the Apple (Wait until we feel like e-mailing you) customer service. GET AT LEAST INSTANT CHAT!!!!!
I thank you in advance.
ThomasThomas 9/21/12 6:50AM -
First of all, the fact that I can only communicate via email and not even chat or customer support is just frustrating.
I was billed twice for one order. The first service request went ignored. I forgot about it.
A month later, I ordered another app--$2 with a credit card that ended up lost a week and a half later and cancelled. Within that week and a half, apple never retrieved the funds. So when they did try for the money--the credit account was closed. At that point I decided I would try to talk to them about the $13 that they owed me for charging me twice
When I emailed with them--Mariel told me that they would not resolve the $13 until I resolved the outstanding $2 order. I was flabbergasted. I told them that I had no intention of updating my billing until they gave my a refund--or even a partial refund. Why would I do that?? They basically stole from me and refuse to make good on it. I am filing a claim through my credit card and when my iphone contract is up...guess who's getting a droid.jaleeb 9/17/12 12:20PM -
Worst customer service ever received. I have purchased an ITunes gift card that I can prove I bought, but somehow it wasn't activated. They will not activate my cards, they keep giving the run around and need further information. What more do you need than a copy of the card and a receipt? This needs to be a Dateline story exclusive, maybe than their customer service would improve.Anonymous 9/15/12 9:08AM
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Itunes locked my account out for security reasons. I sent initial email through their service site on 9/5. Received confirmation email 9/5.
Didn't hear anything as of 9/8, sent a email to verify they were working, received email 9/9 saying it was "top priority".
Didn't hear anything til 9/12, sent another email indicating how displeased I was with lack of response, sent another one today on 9/15. Now they aren't even responding to email.
THIS IS THE WORST online support I've ever seen, I will be finding alternatives to Itunes asap.rcb46 9/15/12 7:46AM -
I can be added to the list of unsatisfied customers. My credit card has had two charges made on it and now have a disabled Apple id. The customer support only replies with "we are aware and working on the issue."
I asked how long has this been known and was told almost a month now. How is the world can a $100 BILLION software company possibly have an issue for so long?!?!? I am guessing that with the recent rash of high profile companies having security breaches such as Blizzard, Arena.net (Guild Wars 2), and godaddy.com just to name a few Apple has been hacked and just isn't admitting that they have been breached too.
I now have an $800 paper weight as an ipad since I cannot download anything to it, sync anything. This list of apps wanting updates climbs everyday with little to no help from itunes support.Anonymous 9/13/12 9:01AM
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Just used this number and 0000 to talk to AMY at iTunes who is a wonder. My small child racked up $817.25 in purchases over the weekend while I was out and Amy got them reversed. What a relief.
Then she walked me through several different levels of security some of which were new to me and some I had tried without success - to make absolutely sure it can't happen again.
She told me that when I removed my credit card info after setting up a couple of legitimate apps for my daughter, it didn't go through because there was a charge pending -- important to know this: if you have a legitimate charge pending and you try to take out the credit card to secure the account from a child's purchases, IT WONT'T WORK, but you won't get a warning. It will just quietly re-insert your cc info.
Thank you, Amy and thank you Contact Help - I spent a bunch of time on iTunes and on Apple's support pages before I stumbled across this.Mm4 4/24/13 12:20PM -
I just spoke with Amanda in the fraud . She was such a great help for me to solve all of my questions and concerns. What a joy'
ThanksAnonymous 3/26/13 9:00AM -
Called customer service number because of two charges on my account not knowing who did the downloads and got a quick answer from the representative who was very helpful and courteous. Very satisfied.Melanie 1/31/13 12:45PM
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Way back in the day Itunes didn't require an email address to log in. The problem is that now some songs won't play, even after repurchasing them under my current account. Called and spoke to Becky - wait wasn't long, she was personable and efficient, problem sorted out and completely resolved in under fifteen minutes, and she linked me on how to file for reimbursement for repurchasing songs as that shouldn't have been necessary. I am impressed and so grateful! Thanks, Becky!Roozette 1/27/13 3:45PM
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My problem was iTunes lockout....Jennifer and Janelle very friendly,full of knowledge, and efficient!!!Joellen 1/2/13 6:15PM
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I reached a real human at this number and they helped me with itunes lock out. They were very nice but I tried to be very nice too. It was a sunday night and I had a 5 minute wait.Anonymous 12/30/12 8:16PM
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S/W Sarah in customer service, have to say that I am so happy that this site came up when I googled what to do in order to dispute itune charges on my account, not only was she so incredibly nice but so extremely helpful in resolving the charges on my account which should not have been there.Anonymous 11/16/12 3:26PM
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Keli Ray in customer support was very friendly and helpful. She spent a lot of time on the phone with me trying to figure out a solution to my iTune problem.
Thank you!Anonymous 11/16/12 1:41PM -
I have had all sorts of download problems with renting movies on iTunes and I have to say that the customer support has been outstanding. I honestly feel that they recognize my loyalty to the brand and I have been happily suprised with the prompt refunds that I have received when I have had errors both beyond my control and those they resulted from my misunderstanding the terms and conditions in the small print. A well worded email to the customer support service as opposed to a rant on a blog has resulted in solutions to problems that many deem impossible to resolve. Keep up the good work iTunes!docronda 10/31/12 8:24AM
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Great advice. My 5-year-old inadvertently made $40 of in-app purchases in I-tunes and Apple support was very helpful and gave me a refund and showed me how to restrict the purchases on my iPad and iPhone in the future. Great job Apple!Anonymous 10/27/12 4:30PM
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So, so very happy with help received from iTunes customer service rep! My 10 year old son made over $700 in In - app purchases while with a babysitter. When I received receipts via email I nearly lost my mind! My poor son cried for an hour, not realizing he was even spending "real" money. I was certain the purchases were done & a total loss for me. Not so!! Was able to reach a real live rep @ this number Monday morning who quickly & courteously handled the problem. Was told the "on hold" time could be 1/2 hour but was about 5 min. I couldn't be happier! Yea, iTunes!!!Anonymous 10/15/12 7:50AM
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I called the 800- number listed and got prompt, courteous, and effective help for my iTunes problem. Great lead.
The number was not specific to iTunes, but was a support number for any Apple product.Anonymous 10/12/12 8:17AM -
Called the number listed here, press 0 four times, got through to live person in five minutes, she directed me to their security dept., waited about almost a hour, finally got through, told them my story about ten year old mistakenly buying over $1300.00 worth of in-App purchases, they looked at my history of buying stuff and said yes it's probably a mistake, they refunded the entire amount to my credit card, told me how to set restrictions on my iPad so that my son can't do it again accidentally. One hour wait? Or pay $1300.00? Do the math......Anonymous 9/21/12 3:53PM
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I just had an awesome experience with Apple. I contacted them about repairing my daughters IPOD and they were very helpful and I couldn't ask for better customer service.Crissy 9/4/12 7:56PM
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Very swift response to my email, and extremely polite, helpful response. Problem not exactly resolved but was refunded some money after some apps inadvertently downloaded (by a child!) even though my password wasn't asked for.
Very refreshing in this day and age.Angie 9/2/12 3:31PM -
I had a number of fraudulent iTunes purchases on my credit card statement, and I wanted to talk to a person. I tried calling the number on my statement, but all I got was a recording that told me to email my concerns about iTunes. I then tried this number and pressed 0 four times like it said. It put me through to some kind of support line. After I gave them my iPhone serial number, they put me through to a live person who was able to direct me to the right department. A bit of a headache, but they resolved the issue quickly once I was in the right hands. Also, I called outside the operating hours listed, and I still got through.Anonymous 8/27/12 6:52PM
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If you call to dispute a charge they are extremely helpful and won't give you any grief, at least that was my experience. I called because I got a mysterious charge and waited on hold for about ten minutes until a very nice girl was able to take my information and transfer me to their security department who were able to tell me that the charge was a yearly subscription I'd forgot about. They even refunded the money when I explained I didn't know it would charge without asking. Overall great experience!Anonymous 7/7/12 10:26AM
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This phone number works! iTunes security was amazing and answered all my questions. Verified my purchases in less than 10 minutes. Problem resolved!!Anonymous 7/2/12 11:51AM
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I had charges on my account that I never made and they used up all my store credit. My billing address and phone number were changed. Also a credit card (not mine) was added to the account and charged. The above number works spectacular as long as you press 0 four times to get a person and ask to be connected to itunes secturity. They helped solve my issue quickly.Anonymous 6/13/12 4:03PM
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Very similar to the commenters below. I noticed unauthorized charges on my bank statement and called the above number. The initial rep told me I have to do it via email but I insisted that I heard that the apple policy changed and he transferred me to Itunes security. They took the details down, put me on hold while they conferred with Itunes and then came back to tell me the charges will be reversed.Josh 6/12/12 12:20PM
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5/31/12 I found charges to my debit card from Itunes that I did not make. My first attempt to call Itunes support ended in failure as the rep told me there was no phone support for Itunes. I went back online looking for help and could not find anything. I tried the number listed here again and when I got through I asked for Itunes Security. I was promptly connected. The rep I spoke with told me that this is a rather new department and some Apple reps are not aware that these issues are now able to be handled by phone. My issue was resovled promptly. If you are told that it has to be done by email press the issue (politely) :>)sunniedaze 5/31/12 2:10PM
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Got through to a customer service agent pretty quickly who ID'd the source of the billing and was able to provide instructions on how to keep it from happening again.. Good job Apple.Anonymous 5/16/12 11:06AM
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Thanks! Got someone on the phone in 2 minutes flat.hack 5/9/12 10:28AM
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I called the number you provided and had no problem through iTunes security to get help with unauthorized charges on my iTunes account. Very easy and helpful. Thank You!Sasst2001 5/9/12 5:20AM
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Excellent service using this number! $200 in fraudulent charges. On hold for appx 2-3 minutes, rep answered, took my information, put me on hold or appx 4-5 minutes to get hold of an itunes rep. Came back on and said my charges would be reversed in 3-5 days. Rep was very friendly helpful and knowledgeable. I was worried after reading all the reviews!Daizy40 5/7/12 11:34AM
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HI I ALSO WORK FOR APPLECARE CUSTOMER SERVICE AND I HATE THE FACT THERE IS NO ITUNES SUPPORT.
I HONESTLY HATE HAVING TO DIRECT THEM TO THE SITE. I FEEL I MAKING THE CUSTOMER UPSET AND I WISH I COULD HELP THEM. IF THERE PRODUCT IS ELIGIBLE FOR SUPPORT YES I CAN TRANSFER FOR ITUNES BUT ALL THEY DO IS TELL THEM ABOUT THE WEBSITE. WE NEED A TRANSFER LINE FOR ITUNES APPLE WORLD. I KNOW EVERYONE DOESNT OWN A APPLE COMPUTER THEY CAN GET 90 DAYS SINCE THE PURCHASE DATE OF THE CARD...Anonymous 8/18/11 7:32PM
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Someone Is Now Offering Free iTunes & Spotify Uploads... But what about maintenance, customer service, renewals, and all that jazz? "With Fandalism, I've automated the site such that I can manage all 550,000 current (free) members by myself," Kaplan continued. Which brings us to the end game. "I hope with ... Crain's iPad app is now available on iTunes So if you've purchased via iTunes, you cannot cancel. If you've purchased your subscription via Crain's website, please call our customer service Team and they will work with you to cancel your subscription. Will my subscription be automatically renewed? Fixing an iTunes Authentication Infinite Loop Recently, the iTunes app on our family server got out of whack and cast me into an infinite loop, requesting endless authentication before my iDevices could sync. It was turned out to be an interesting problem that not even Apple tech support could solve. |
