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Apple Arcade Cancellation

I had apple arcade for free under the last plan. Since changing plans and it is no longer free, I decided to cancel. As I went to cancel, I clicked on confirm and it states that I have a pending order. This pending order has been going on for about 2 months now and the technical support is saying the pending order is cancelling apple arcade.

I was on the chat line and initially they told me to click on a link and it brought me to the Verizon website and I informed them I was already on the website because the app told me to go on the website. Then they tell me to try the app... After that, they told me to contact Apple to which I did and it is obviously a service through Verizon, so I needed to work with Verizon.

After numerous run arounds and this issue has been going on for about 2 months, I have yet to get anything solved and am continuing getting charged.

Yes, I know it's only 6.99 but its more or less the principle.

Has anyone had the same or similar issue and how was it resolved?

Comments

Verizon_Support

We're sorry to read that you have not been able to cancel your subscription. We're here to help. When did you last contact us regarding this concern? ~Peter

Cbooher95

I reached out in October, when I upgraded to the new iPhone. Then again last week.

Verizon_Support

Thank you so much for the information, Cbooher95. We'll get this Apple Arcade issue figured out. To best assist, we'll be sending a Private Message.

~Izzy

fancyfd

I have been having the same issue since September. Changed my plan and told them I didn't want the arcade since I would be charged for it. We are now in December and I have called tons of times and there are tickets open but no resolution on the matter. I have to call each month to have it credited back. I pay to much for this service as it is. It may only be 6.99, but that is 6.99 I shouldn't pay for something I have asked to be removed. I have been a customer for 12+ years, but I am ready to drop and go elsewhere if there isn't a resolution after this billing cycle is complete.

Verizon_Support

Hello, fancyfd, we don't want you to be charged for services that you're not using. So we can better assist, we will be reaching out via Private Message.

-Lauren

Cbooher95

Yep, I am still having the same issue. They stated that the issue had been escalated and they told me over the phone it was cancelled that day (the day of this OP). It was not cancelled and still is being charged. Verizon is slimy for doing this as it was free but once I switched to a more expensive plan, they still charge me for something I did not ask for and do not use...

Verizon_Support

Hi Cbooher95. Thanks for reaching out again. We do not want to add stress to your Holiday season! I do see your recent chat and Joe confirm the Apple Arcade Subscription for one line did end that day. We can take look at the subscription and any billing that has resulted. Please meet us in the Private message and we can get deeper into account specific details to find answers.

-Deb

Cbooher95

Hi Deb, yes you can check it as it is still on my account

Cbooher95

For an update on this... I was told this was NOT a Verizon issue and had to be handled through Apple.

As I have spoke to many people through Verizon, after being told it will be cancelled in 24 hours and it has already been cancelled, I can confidently say, it is NOT cancelled and I will be charged once again...

I have posted screenshots of my subscription through my iPhone, through Apple's website and the journey of cancelling through Verizon.

I will 100% be cancelling after my phone contract and I truly hope no one has this same issue as I do.

Screenshot 2024-12-21 202832.png Screenshot 2024-12-21 202847.png Screenshot 2024-12-21 202904.png Screenshot 2024-12-21 202915.png Screenshot 2024-12-21 202931.png

Verizon_Support

Just checking in! Are you still needing assistance? We want to make sure that we get this resolved for you!

-Necia

Isaac_637

Did you get an answer!? I have the same issue and I’m tried of wasting my time for the past 3 months trying to try it resolved.

Verizon_Support

We are here for you. Could you please provide us with more details about your current concern?

~Geo

Verizon_Support

Hello! Just checking in to see if you still required any assistance. Please feel free to reply at your earliest convenience.

-Christy

Cbooher95

I unfortunately have not. I received my bill yesterday and it’s still on there. I will be going to the actual store here in a week or so to try and get it resolved.

Seems like the only way to get it removed is to switch providers unfortunately.

rosewashere

I’ve been having the same issue! I had the few months for free and now the app won’t let me remove it from my selected perks. Verizon hasn’t been very helpful on trying to get it removed, so I made a complaint on the fcc website and we’ll see if that fixes anything.

Verizon_Support

Hi rosewashere,

We want to make sure that we get your Apple Arcade issue resolved immediately as I understand this has been ongoing. I'll be sending you a Private Message shortly in order to collect more details about your account.

-Necia

rosewashere

So minor update: I made the complaint with the FCC and someone from the executive office reached out and told me that I can cancel it through Apple. Obviously I can’t because I’m paying for it through Verizon. It’s ridiculous that I’m having to jump through so many hoops just to remove a perk I don’t want.

rosewashere

Verizon reached out again, told me to click the link for the secure connection, said someone from the executive team would reach out and no one did. I filed another complaint and after I’m paid off, I’m switching providers because this is ridiculous.

WILTUR19

I am having the same issue. I received an email from Apple stating it was canceled. I am still getting charged $6.99. I went into a Verizon store and they told me they couldn’t do it there. Call support. I called support and the guy talked me through it. I go a we encountered an error. He told me to keep trying. He said he couldn’t make the change because it was a third party charge. That was 4 days ago. I am getting same error. Did you have any luck figuring it out.

Verizon_Support

I'm sorry to hear you're having trouble with Apple Arcade, we would be happy to help. I'm sending a Private Note now.

-Anthony

Cbooher95

Hello,

Nope, no luck. I got an email saying that my Apple Arcade HAS been cancelled but I am still getting billed for it. Verizon won’t take it off.

Verizon_Support

Hello Cbooher95! I'm sending you a Private Message here to help assist.

-Josh

AirBeagle1

I am having the same issue after several hours with both chat and phone support. Looking forward to learning a resolution...

positively2ndst

I had a similar issue trying to cancel this recurring charge, which began with about 15 minutes spent on “My Verizon” simply looking for some way to cancel. Though my Verizon bill clearly states that I’m being charged $6.99 a month for Apple Arcade—and while Apple tells me in my settings, precisely as the screen shot above shows, to contact Verizon to manage this service—I couldn’t find the service that I needed to cancel, requiring a tedious phone call with a Verizon agent. He, in turn, told me to contact Apple, before my incredulous fury prompted him to wave future charges for the next 6 months.

Verizon: It’s time to come clean with your customers and admit that the hoops you’re requiring us to jump through in order to remove this “perk” is a blatant and deliberate roadblock designed to juice your revenues by discouraging a probably-not-insignificant percentage of would-be Apple Arcade cancelers to throw up their hands in disgust and give up out of frustration.
Obviously you wouldn’t admit anything that proves liability, out of fear of a lawsuit, but I’m pretty sure this one will invite one anyway. And that cost has probably already been calculated by the higher ups.
It’s a corporate tactic: Hook the kids on “free” games; then make it extraordinarily onerous for their busy, parents to cancel it; and then milk the easy profits on the backs of working families. $6.99 a month isn’t much until you multiply it by tens of thousands of duped customers.

Adrian

Verizon_Support

Hey, AirBeagle1! This link has instructions for 3 different ways to cancel an Apple Arcade subscription. Which option are you trying? What are you seeing when you try it?

https://www.verizon.com/support/knowledge-base-237162/

-Christopher

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