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I can't make a purchase. I have the money on my card that…

Customer Question
I can't make a...

I can't make a purchase . I have the money on my card that Apple has on record , and it keeps telling me that I can't make a purchase and to go support

Technician's Assistant: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you running?

?

Technician's Assistant: What confuses you?

Well , I'm using ipadmini and was playing playdoms Fishdom , is that what you are asking ?

Technician's Assistant: Have you installed any updates recently?

Yes , I'm all up to date , but not since I've Ben purchasing tokens regularly

Technician's Assistant: What troubleshooting have you tried?

Nothing , what can you do when they refuse to make your transaction . I did take my fishdom off and reinstalled , but that's it

Submitted: 11 months ago.Category: Mac
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Answered in 5 minutes by:
9/12/2017
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Mac
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 11 months ago
4 days or so
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Have you signed into iTunes and updated the payment method?

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Customer reply replied 11 months ago
No , it's current though
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

What region are you in?

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Customer reply replied 11 months ago
Wichita Falls Texas . I just tried to update my payment info and I did , it didn't work
Customer reply replied 11 months ago
Do you have any answers other than my poor grandmother thought she was just asking support for advice and found out she was charged 5 dollars and 35 dollars adding up to forty dollars . There are no answers , she doesn't know how to use a computer without getting into trouble with people like you . I hope you will consider what I have said , she's 70 years old and has trouble understanding things .
Customer reply replied 11 months ago
Do you have any answers other than my poor grandmother thought she was just asking support for advice and found out she was charged 5 dollars and 35 dollars adding up to forty dollars . There are no answers , she doesn't know how to use a computer without getting into trouble with people like you . I hope you will consider what I have said , she's 70 years old and has trouble understanding things .
13 September 2017 12:46
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

That's OKAY, If you like I can call her If it's easier?

The best thing to do also would be to get a secure Apple tech as well to look over the account - If this is OK?

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Customer reply replied 11 months ago
She can't afford it! She is confused and would not understand you if you called . She's in and out and when she gets confused and gets herself in a bind using her debit card it's not good . She's on a limited budget
Customer reply replied 11 months ago
I think at this point I should do what I can to get her money refunded . There should be a recourse for the elderly . I think I know who to call . Thank you
Mac Support Specialist: Kris R, Computer Hardware Engineer replied 11 months ago

Ok - I've flagged this for a full refund

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Customer reply replied 11 months ago
Thank you
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