Formal Complaint - Duplicate Charge and Resulting Inconvenience

Dear Apple Support,

My name is Hilson *****, and I would like to formally submit a complaint regarding an inconvenience caused by a pre-order made through Apple’s website. On September 15, 2024, I placed a pre-order under the name Michelle ***** for an Apple Watch Series 10 GPS 46mm Jet Black Aluminum Case with Black Sport Band - M/L, which generated order number W1*****. The total amount charged to my Visa card ending in ***** (Hilson *****) was US$ 429.00 for the watch, plus US$ 35.93 in taxes, for a total of US$ 464.93.

However, the same amount was charged again on September 20, 2024. Upon noticing the duplicate charge, I contacted my card issuer on September 21, 2024, and was informed that only Apple could resolve this issue.

On September 22, 2024, I went to the Apple store to collect the watch and address the duplicate charge. After explaining the situation, the representative called the manager, who confirmed the double billing and assured me that one of the charges would be canceled and the amount would be refunded. Unfortunately, instead of canceling the charge from September 20, 2024, Apple canceled the original transaction from September 15, 2024, and the amount was not refunded until September 23, 2024.

The delay in refunding the amount directly affected my trip to Las Vegas, as I was relying on these funds for essential expenses such as meals, activities, and maintaining my stay. The refund was only credited at the end of the day on September 23, 2024, just hours before my return flight, which departed at 1:49 AM.

Given the inconvenience caused by the duplicate charge and the delayed refund, I kindly request that Apple consider compensating me for the financial and personal difficulties that resulted from this issue, which significantly impacted my travel experience.

I look forward to hearing how Apple can address and rectify this situation.

Sincerely,

Hilson *****

*****

[Editado pelo Moderador]