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Hi Sylvia, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Can you please tell me which online store did you buy the item? Can you please give me the URL or address of that online store?
Please let me know by replying to me here so that I can help you further.
I am very sorry about the issue. Can I remotely access your computer so that I can directly check and fix the issue while you watch?
Also, please check your bank account or credit card if you were already charged for the purchase. If yes, please check the information there as to the URL of the online store where you bought it.
Thank you for that information. I believe that is a legitimate website.
Unfortunately, I do not provide phone support. I only provide remote access support which is better than a phone call since I can actually check and fix the problem while you watch.
Do you want this remote option instead?
I have checked and I found out that indeed the earphones are sold in the Apple Store. I believe your browser redirect failed thus your purchased was not processed.
Please use this link from the Apple Store to buy it. This is a legitimate Apple Store link:
Also, please check your bank if you believe you were already charged. But I believe you were not charged yet since the transaction should be with the Apple Store.
Now, here is how this works:
I hope that helped.Please remember to rate my service positively (3-5 stars/faces) if this helped. Tips are always highly appreciated!
If you need further assistance, please do not rate me negatively with 1 or 2 faces. Instead, please reply to me so that I can help you further.