Going public here with a billing issue. Not necessarily because I'm frustrated, even though I am, but more because it is just soooo stupid! I've never seen this from Apple representatives before. I smell a contracted customer service firm, and a sucky one at that.
Simply put, I have had a .Mac account for several years; almost since the beginning of .Mac. For over a year, I've had 4 additional email only accounts for family members. Just before this renewal billing, I deleted 2 of them because they were not being used, expecting to not get billed for them. The .Mac account is $99.95 and each additional email account adds $10 for a grand total of $139.95. I wanted to cut that down to $119.95, but it seems to be much easier said than done. They billed me the full $139.95.
So starts the email:
<no date due to using a web responder>
Customer First Name : Herbert
Customer Last Name : Vickers
email : herbvic-----
Web Order # :
Support Subject : Account Issues
Sub Issue : I have a billing question
Comments : In reference to:
Invoice Number: 9704434478
Invoice Date: 10/13/07
Web Order Number: C16781201
I was charged too much. Prior to renewal I had deleted two of the
email accounts that were not being used. I believe you owe me $20.
Thank you,
Herbert Vickers
--------------------- Additional Info -------------------------
Alternate email address : herbvic-------
.Mac Member Name : herbvic-------
Web Order Number : C16781201
OS Version : Mac OS X 10.4.10
Category : I have a billing question
Country : United States & Canada
TrackID: 4513301
>>>>>>>>>>>>>>>>>>eom<<<<<<<<<<<<<<<<<<
On Oct 26, 2007, at 10:18 AM, billingsupport@mac.com wrote:
Dear Herbert,
My name is Jason, I understand that you need assistance with
removing to email only accounts associated with your .Mac account
herbvic. I would be happy to assist you with your request.
Herbert, I would be happy to assist you with removing the two email
only account from your .Mac account, and apologize for any
inconvenience that the auto-renewal may have caused.
Prior to canceling the two email only add-ons, I will need to
verify your identity and make sure you are authorized to request
changes to the account. Please reply to this email with the
following information:
1) Your birthday (month and day only)
2) The answer to your password question, which is this:
Who is the cat?
3) One of the following proofs of purchase from your most recent
subscription:
- The last four digits of the credit card on your .Mac account
- The web order number ("C" followed by eight characters)
Before Apple cancels the email only accounts, you may wish to log
in to your .Mac account and retrieve any data that you would like
to preserve. To learn how to remove your data, click Data
Preservation near the top of this page:
.Mac FAQs
mac.com
After receiving and verifying your information, Apple will cancel
the email only accounts, send you confirmation of the cancellation,
and issue a refund to your credit card.
Sincerely,
Jason
.Mac Support
apple.com
mac.com
>>>>>>>>>>>>>>>>>>eom<<<<<<<<<<<<<<<<<<
October 28, 2007 1:42:30 AM
Dear Jason,
Thank you for responding and taking charge of the issues I have with
this account. I have already cancelled the two email accounts online
by logging into my .Mac account. They were cancelled before the auto-
renewal took place. The reason I deleted the two email accounts was
to keep from renewing them since they were not being used. You
shouldn't have to cancel anything. You only need to reverse the
charges for two email only accounts that no longer exist.
My birthdate is blah blah blah
Who is the cat? blah blah blah
CC# blah
WEB ORDER # C16781201
DO NOT CANCEL ANY REMAINING ACCOUNTS! The two email only accounts in
dispute were cancelled prior to the auto-renewal, but were billed
anyway.
Email Only Accounts of herbvic------ :
Apple ID : miltvick------ - kept
Apple ID: streydog1-------- - kept
Apple ID: t_jewell------ - deleted, please refund
Apple ID: cenofwar------ - deleted, please refund
Thank you for you help in this matter,
Herbert Vickers
>>>>>>>>>>>>>>>>>>eom<<<<<<<<<<<<<<<<<<
On Oct 30, 2007, at 4:38 PM, billingsupport@mac.com wrote:
Dear Jason,
This is Don with .Mac Support, I apologize for the delay of my response and any inconvenience that this may have caused you. We make every attempt to answer every request within 24 hours, however, that is not always possible. I will be more than happy to assist you further.
I understand you have gone ahead and canceled your two .Mac email-only accounts, t_jewell------ and cenofwar------. Actually after reviewing your .Mac account named "herbvic" I see that both these accounts expired on October 14, 2007. Neither of these accounts were renewed or billed, no refund would be available.
Your other two email accounts miltvick----- and streydog1----- are both still available and active.
Please reply to this email if you have any additional issues or questions.
Sincerely,
Don
.Mac Support
apple.com
mac.com
>>>>>>>>>>>>>>>>>>eom<<<<<<<<<<<<<<<<<<
October 30, 2007, at 10:58 PM
Dear Dot Mac Support Representative.
You state that neither of these accounts were renewed or billed and that no refund would be available. That is incorrect.
I refer you to invoice number 9704434478, Web Order number C16781201, dated 10/13/07 and to my account settings pane. Your invoice shows that I was billed by credit card for 1 Dot Mac account @ $99.95 together with 4 additional email accounts at $10 each. As stated below in a previous email, 2 of those accounts were deleted by me prior to being charged. This was done through the Account Settings pane in my Dot Mac access point at www.mac.com.
As of this writing I see that the Account Settings pane lists me as having 4 email accounts. Two of those are assigned. Two are listed as unassigned. This is consistent with your billing me for 4 email accounts, however there should be only 2, because the unassigned email accounts were deleted by me prior to renewal.
PLEASE REVERSE THE UNASSIGNED CREDIT OF 2 UNWANTED ACCOUNTS AND REFUND $20!
HERBERT VICKERS
>>>>>>>>>>>>>>>>>>eom<<<<<<<<<<<<<<<<<<
We'll see how it goes, but it's not looking too good. I mean, the guy thinks I'm Jason for crying out loud! |
