Cancelling Apple Seems Impossible

[DMM3]

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. 

[Alex_M]

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

[DMM3]

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!

[Alex_M]

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

[DMM3]

Ok. Thanks for trying.

[Chris_B]

@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. 

[DMM3]

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!

[Alex_M]

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

[Chris_B]

@DMM3  Are you seeing this 

What do you see when you click it.   

 

[DMM3]

Hi Chris,

Thanks for trying to help.

This is what I'm seeing: