How can I contact iTunes with a billing query?

  sheila.weston 17:18 22 Oct 2011

How can I contact itunes with a billing query. I am going round and round their website and keep being sent back to the beginning. Do they have a UK 'phone number or email address? This query is linked to my earlier one today about audiobooks transfer. They seem to have billed me for transferring an audiobook from my laptop to my ipod touch.

Thanks for any help.

  Forum Editor 17:52 22 Oct 2011

Use the Express lane.

Click here to start a UK session

  sheila.weston 21:28 22 Oct 2011

Yes, I got as far as this. Then a message pops up saying that I may need to purchase a single incidence or support package. If I press 'continue' none of the options displayed are what I want to discuss. I need to speak to someone about transferring audiobooks from my laptop, which I have done, but appear to have been charge £25 for each transfer.

  rdave13 21:46 22 Oct 2011

Sales Support

Check the status of a current Apple Online Store order. To make changes to an existing order, contact Apple Store Customer Service at 0845 600 1683 (low rate). Lines are open Monday-Friday 08:00-21:00, and Saturday-Sunday 09:00-20:00. Might help, from here.

  sheila.weston 22:15 22 Oct 2011

Many thanks, rdave. Just what I wanted and couldn't find. I'll report back.

  onionskin 22:58 22 Oct 2011

If they do offer your money back, they'll probably want to refund it to your credit card. The one you've cancelled...

  gengiscant 08:58 23 Oct 2011


What an excellent point,methinks sorting this one out will be a pain.

  Terry Brown 10:44 23 Oct 2011

This is the problem when you are dealing with an internet based company with no fixed address as against a fixed builing (shop) where you can go back to.

If you have no problems, it can be a good thing, but when you need to talk to someone, it is not always easy (sometimes impossible-- Email only).

Personally I will not buy from a company on the Internet that does not have a Telephone contact and a company address on their website.


  sheila.weston 15:14 23 Oct 2011

Thanks all.I tried 'phoning the 0845 600 1683 number and got an automaton asking for details of my serial number and to explain the problem. I was then referred back to the website. Grrrr.... OR to pbone back in working hours. Read tomorrow's exciting installment.

Good point about the cancelled credit card problem, onionskin. I'll be ready for it.

  sheila.weston 15:59 24 Oct 2011

Today I phoned 0845 600 1683 again and eventually got through to a real person. The 'team' are in Cork. He took down all the details, including my email address, and he said that someone would contact me within 24 hours. Amazingly, he agreed to send me his own email address and it arrived two minutes later. Await the next instalment..........

  sheila.weston 17:29 02 Nov 2011

Over two days later I received an email from iTunes saying that they were sorry to hear about my problem and advising me to cancel my credit cards - and to have a nice day! I replied that I had done this and I sent the details of amounts and dates which had been deducted and could they tell me exactly what these amounts were for.

Two days later a reply came back saying that they were sorry etc etc and advising me to change cancel my credit card. I replied asking them to kindly answer my question. An hour or so later I had a reply saying that they were unable to locate the purchases from the information I provided as the purchases were not iTunes-made purchases and to have a nice day! Meanwhile I found two entries on my NEW credit card with charges totalling £25. More phone-calls and I have cancelled the second card and am managing with a debit card until the bank have sorted the problem out.

I do not understand how the second credit card could be charged as I haven't given the details to anyone. Perhaps the bank transferred the charge. More 'phone calls to the bank...

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