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Apple complaint: Payment made to clash of clans

Open 412 views Consumer Electronics

Filed 11 Aug 2020 by [email protected]

I have discovered that my 12-year-old son has unknowingly racked up 581 euro of debit items, one by one up to a total of 39 times over six days between July 29 and August 3 inclusively at individual costs of between 1.99 euro and 19.99 euro each time, playing the game appearing on the Apple platform, Clash of Clans. He had asked my permission to play each time and I had agreed, but he did not realise when he decided to carry out certain actions within the game that he was agreeing to pay for them.

As my Apple account is connected to my debit card for my British Bank, Lloyds TSB, the account for which is in Burntisland, Scotland, it automatically deducted the money. On my statement the debits appear, all described as coming from the on-line game, Clash of Clans as follows:

11 on July 29
13 on July 30
2 on July 31
3 on August 1
6 on August 2
3 on August
39 TOTAL

I discovered all this on August 4 when I did a routine weekly check of my account.

I have contacted the other providers involved, and explained it was the innocent mistake of a 12-year-old who is just as upset as I am!

In the past, Apple has been assiduous in either contacting me to query unusual actions on my debit card. As these certainly are, I would like to know why you did not do so on this occasion, or why you did not at least put a temporary block on the account or send a email (as usual)as early as either July 29 or July 30 at the latest when there were 11 and 12 actions respectively. Surely the items’ description, Clash of Clans, should have ed somebody in the Apple Organisation either by an individual looking and noticing or reacting to an algorithm if that is what triggers such an ?
As I believe the Apple has a responsibility to watch out for these situations but clearly did not on this occasion, I would like you to investigate and to consider refunding me the above amount.
I look forward to hearing back from you.

Patricia Fannon Avolio

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