Apple customer service responded that users were automatically charged 8000 yuan by the software: only 450 yuan can be refunded

Recently, CNMO News noticed that Ms. Wu (pseudonym) from Hangzhou reported through the Pengpai Quality View Complaint Platform that on September 16 this year, her husband Mr. Ye discovered that his Apple account had subscribed to a file scanning software called "ScanGuru", which automatically deducted 50 yuan from his bank card every week. This has been going on for three years, with a total amount of 8000 yuan, during which he was unaware. After discovering the problem, Mr. Ye contacted Apple customer service and hoped to refund the full amount. The other party responded that their permission was limited and they could only refund the subscription fee of 450 yuan for nine weeks.

Subsequently, Mr. Ye contacted the software development team GMUniverseAppsLimited via email, who stated that all payment processes were handled by Apple and that the refund issue could only be handled by Apple. From September 16th to October 30th, Mr. Ye and his family repeatedly called Apple and insisted on returning the remaining 7550 yuan, but so far they have not been effectively processed.

Mr. Ye's family contacted Apple customer service again and sent the software development team's response email to the Apple side. They only received a response saying 'Reported, please wait for the processing result'. Apple did not proactively provide feedback to Mr. Ye and his family. During the last call between Mr. Ye's family and Apple customer service, the other party clearly stated that "there is no way to meet the demand for a full refund of 8000 yuan".

It is understood that the developer of the Apple App Store app called "ScanGuru" is GMUniverseAppsLimited, which is a mobile application for file scanning. The "Renewal and Automatic Subscription of Related Information" column displays the relevant regulations, "After confirming the purchase, automatic deductions will be made from your iTunes account", and "If automatic renewal is not disabled 24 hours before the end of the current period, the system will automatically renew".