topic Re: Cancelling Apple Seems Impossible in Offers & Add-ons

Cancelling Apple Seems Impossible

DMM3 — Thu, 27 Jul 2023 08:29:57 GMT

Hi,

I've been an Apple subscriber for years and I don't want the EE offer. I've tried to cancel it but after several attempts I've just seen on my account that cancellation is not possible. I don't understand this at all. I have never asked for this sub, I have texted the Stop Music and Stop Streaming to EE 150. I am now in my second month of being charged by both Apple AND EE and this seems ludicrous. I'm being charged twice for the same products. I've spent literally hours trying to deal with this. I am in France right now and I don't want to be charged for phoning customer services. I've tried the online chat (waited for over forty minutes this morning for someone to come online). Is anyone else facing the same situation? It's frustrating to be charged for something you have never wanted or requested.

Re: Cancelling Apple Seems Impossible

Alex_M — Thu, 27 Jul 2023 08:34:12 GMT

Hi @DMM3,

It's STOP STREAM, not streaming.

What happens when you text STOP MUSIC and STOP STREAM to 150? Do you get a response?

Thanks,
Alex

Re: Cancelling Apple Seems Impossible

DMM3 — Thu, 27 Jul 2023 10:50:35 GMT

Hi Alex

Yes, sorry, STOP STREAM is what I meant.

The text I get back tells me I already have Apple as an add-on. It’s so frustrating!

Re: Cancelling Apple Seems Impossible

Alex_M — Thu, 27 Jul 2023 10:57:08 GMT

That is strange.

If you are on Pay Monthly then you won't be charged to call the mobile care team (150 from your EE mobile or 07953 966 150 from any phone) as you will be paying the £2.29/day roaming chargeor you'll have a pack which allows you to use your allowances.

Thanks,
Alex

Re: Cancelling Apple Seems Impossible

DMM3 — Thu, 27 Jul 2023 11:12:43 GMT

Ok. Thanks for trying.

Re: Cancelling Apple Seems Impossible

Chris_B — Thu, 27 Jul 2023 12:42:39 GMT

@DMM3 If you are being charged by Apple and EE then you have setup two music subscriptions one with apple that you need to stop. And you can do this via your apple account and if EE are charging you you can stop this via your EE account by just removing from your account. You’ll find this under add ons.

Re: Cancelling Apple Seems Impossible

DMM3 — Thu, 27 Jul 2023 13:30:50 GMT

Hi Chris,

Thanks for taking the time to reply.

You might have missed my first post - I've actually been an Apple subscriber for years and I don't want the EE subscription, I never asked for it but it has been added to my account without any authority from me. The 'add-on' section of my account tells me it cannot be cancelled which I think is unfair. Thanks though for trying to help!

Re: Cancelling Apple Seems Impossible

Alex_M — Thu, 27 Jul 2023 13:52:56 GMT

@Leanne_Tcan you advise? Not sure why he would be unable to remove the add-on?

Re: Cancelling Apple Seems Impossible

Chris_B — Thu, 27 Jul 2023 14:52:46 GMT

@DMM3 Are you seeing this

What do you see when you click it.

Re: Cancelling Apple Seems Impossible

DMM3 — Thu, 27 Jul 2023 15:42:16 GMT

Hi Chris,

Thanks for trying to help.

This is what I'm seeing:

Re: Cancelling Apple Seems Impossible

Katie_B — Thu, 27 Jul 2023 16:06:39 GMT

Thanks for providing a screen shot @DMM3.

I can't see as to why you would not be able to remove this within your account.

As you can't do this online the only other option is to get our customer care team to remove this for you.

We have no account access here on the community so it would either need to be a phone call to customer care or live chat.

I know with being abroad this is not ideal, however, this is the best route to take to get this removed.

Since your last post have you been able to try the live chat team again?

Katie

Re: Cancelling Apple Seems Impossible

DMM3 — Thu, 27 Jul 2023 17:14:41 GMT

Hi Katie,

Thank you for trying to help me out with this.

Yes, have tried online chat on and off this afternoon with no luck.

I will be back in the UK next week so hopefully I can sort it out then without racking up more charges!

Re: Cancelling Apple Seems Impossible

Katie_B — Thu, 27 Jul 2023 17:47:45 GMT

Please be sure to let us know how you get on once back in the UK @DMM3.

If you have any more questions for us on the community please do not hesitate to ask.

Katie