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Apple Arcade Charges after Cancellation

I had a free trial of Apple Arcade on a previous plan that Verizon no longer offers. I canceled after the trial ended however I’m still being charged. I have repeatedly called customer service and done chat with an agent over the last year. While I do receive a credit each time I reach out, I continue to be billed monthly. I’m at my wits end with this and short of canceling my phone service I’m not sure of what else to do. Looking for help concerning this. #billingerror #applearcade

Comments

Verizon_Support

aparkera, We certainly don't want you to continue to be billed for something that you are not using. What happens when you attempt to cancel the service? Did you have Apple Arcade prior to the free trial? The link attached below will have some important FAQs and steps on how to cancel if you would like to give those a try in case they are different than what we have had you attempt prior.

https://www.verizon.com/support/apple-arcade-faqs/

-Andi

I have tried to get this removed for a couple of months now. Last time the technical team was supposed to create a ticket because they also could not remove it from my account. Been a while again and nothing! Still show as active and I’ve heard nothing.

Verizon_Support

I know I would share your same concern if I was being billed for something I wanted to be removed as well, iMal. The great news is it certainly sounds like the correct escalation path was followed, though it is concerning that It's still showing on your account. I'd be happy to take a fresh look into this and see what we can do to help remove this Apple Arcade feature. Please be on the lookout for a private note, since we will need account access.

-Joseph

Same issue for me too, Apple Arcade continues to be billed to my account even though I’ve attempted multiple times to cancel:

1. First time was through the website, and the Verizon website consistently threw an “error” every time, refusing to let me successfully cancel Apple Arcade.

2. Called Verizon customer service in March, and they confirmed they had canceled the a subscription. I got billed AGAIN the following month.

3. Called Verizon customer service AGAIN in April, and they gave me a confirmation number for canceling Apple Arcade:

Verizon Msg: 04-16-2024 ENDED SUBSCRIPTION Apple Arcade Monthly - 99206594 SPO ID: 2067

And if you’re a psychic, guess what: got charged AGAIN the following month. I’m furious that it can’t be simply canceled and I’m going to a Verizon store to handle this in-person as Apple Arcade has consistently charged/billed me each month.

The exact same thing is happening to me right now. I have been trying to cancel it for MONTHS. I’ve received credits but I’m tired of calling in every time. Gonna try going in person to the store and see what happens. Any updates?

Verizon_Support

Hi there Kb93, I want to make sure you're only being charged for what you want. What steps did you take to go about canceling? Are you being charge don your Verizon bill or on a credit card?

-Melissa

I have the same flicking problem !!! They don’t want to take it off am getting tired of!!! That 84.00 a year that they taking from me .

Verizon_Support

We understand the importance of having access to add/remove extras on your account. Some subscriptions require cancelling directly through Apple. Check the steps below and let us know how it works.

Open the
Settings app

.
Tap your name.
Tap
Subscriptions

.
Tap
Apple Arcade

.
Tap
Cancel Subscription

~Maria

I’m currently having the same issue with Apple Arcade. I switched plans and asked for it to be removed and on the same day they readded it to my account. This happened on March 18 and ever since I have been trying to get it removed by calling and going to the store in person and nothing. I’ve lost hope because they create a ticket and nothing happens. I have tried everything as well. I can’t cancel/remove it through the app. When I go to verizon online I try to remove it but get a message saying I can’t cancel it at this moment. I’m annoyed that it’s not being resolved. I would appreciate the help.

Verizon_Support

Hello, OscarPalomino_. Help is here. Please tell us more. Do you have the ticket number? When was it created? We can definitely see about removing the unwanted perk on your account.

-Natasha

This is the latest ticket number that was created Number*****

Stanley283727272

I am having the same issue and I’m ready to switch providers because of it. Has anyone had success in getting the charge removed?

Verizon_Support

I know I would be concerned if I was still being charged for something after I had cancelled it, Stanley283727272. The last thing I would want to see is for you to leave us. Since I will need account access to assist, please be on the lookout for a private message from me.

-Joseph

Has anyone had any luck getting rid of Apple Arcade yet? I have also been trying to remove it from my account and cannot. I've contact support multiple times (chat, phone, email) and NO LUCK. I'm beyond frustrated and I'm ready to cancel my service. I didn't experience issues like this with AT&T!

Verizon_Support

Thank you for reaching out to us on this platform. Please follow the steps below and let us know how it goes.

To cancel your Apple Arcade subscription through Verizon, you can use the My Verizon app or website:

Open the My Verizon app or sign in to the website with an Account Owner or Manager account
Select Services & perks
Select Manage in the Apple Arcade section
Select Remove on the desired line
Review the changes and select Confirm
Select Got it on the Confirmation screen

~Maria

Same. For almost a year now. And, they overcharged me for 6 months for a promotional credit that when reversed made my bill only 33 dollars last month instead of 142

I am in the same boat. I have to call Verizon and have them remove the arcade sub every month or it gets slipped into my autopay bill against my knowledge. It’s been over 6 months now. I’m glad to see I am not the only one. That means we can all submit better business bureau claims If Verizon does not remedy the situation and honestly they should cover at least one month of all of our bills for the amount of hours we have wasted on hold each month with Verizon. I’m about to have to call them again this month because guess what, even though it was removed by them again last month, they tried to get me to pay the 6.99 again this coming month.

Same issue here. They cant seem to figure out why my cancellation isn't going through. 7 months in........

Verizon_Support

It is always important to manage your account. Did you sign up through My Verizon? What happens when you try to remove it from the app or online?

~Freddy

Same issue here. Upgraded to Apple One family, my daughter’s iPhone shows Apple Arcade cancelled on Dec 2. Multiple Verizon customer service reps have promised it is off the account and it reappears on the next bill. I have spent waaayyyy too many hours on the phone with Verizon to get this taken care of….. HELP!!!!!

Verizon_Support

algieser, we're here to help and provide you support to manage your Verizon account. Let me send you a private message to provide you with support.

-Art

Still no access to delete Apple Arcade from my account.

same here. Now Verizon is telling me I’m being billed by Apple through them. I’ve never had the Apple Arcade app. Apple is looking into it right now. I’ll update when I hear back from Apple.

Same here!!! Took me 45 minutes to get the rep to delete the charge today. However, I’ve been through this several times before and it was not deleted. Verizon told me Apple was charging me through them. Just found out from Apple that is a lie. Apple is getting to the bottom of it!!

Verizon_Support

We would like to help and look into the Apple Arcade subscription with you. Please send us a Private note so that we can discuss in more detail.

-Bryan

Having the same issue! Called customer service multiple times for about a year and it still continues. Each service agent has said it has been taken care of. Each time has been a lie. I have screen recorded the loop as proof when you try to cancel from the site. Canceling yourself is also impossible. This is theft from the company and agents.

Verizon_Support

We never want you to have problems cancelling your Apple Arcade, and we'd like to take a closer look at what's going on here. We're sending you a Private Message so we can gather more details. ~Jesse

This does not work. There is a never ending loop that I have screen recorded. This post is inaccurate.

You cannot remove it from the app. It says that it is through Verizon. Then you go to the app or website and it is a loop that never allows cancellation. Please fix.

Yes! Same exact issue. It is so frustrating!

With so many people having issues, please forward to someone higher up in management to fix for all your loyal customers!

Verizon_Support

Hello Nikarayn. Are you still needing assistance at this time? If so, please let us know.

~Ivone

Verizon_Support

Hello @Nikarayn. I can help resolve your issue. Im sending you a private note in order to resolve the issue of you being charged. Thank you

-Will

Verizon_Support

Hey Nikarayn, just checking in. We want to make sure you are good to go. If you still need any assistance we are here to help.

-Rosie

Same here! It has never been used. I didn’t realize I was still being charged. I was just told that I have to deal directly with Apple! We’ve been charged this for two years even though it does not show on Verizon that we are subscribed. There is still an Apple Arcade charge on the Verizon bill. How is this not Verizon’s responsibility to stop this charge?! I will be going back to AT&T!

Verizon_Support

Hello Jennilp! I'm sending you a Private Message here so we can assist.

-Josh

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