I purchased a 12-month NordVPN subscription through the App Store. Unfortunately, the service is extremely slow for me. Sometimes even basic websites barely load, making streaming and gaming practically unusable.
I requested a refund only a few days after purchase because the service did not work adequately for me. Apple denied the request, and my appeal was also denied with a “final” decision.
My question is: what criteria does Apple use to determine that a customer is not eligible for a refund in a situation like this?
Apple did not experience or test the poor service quality I experienced, so how can Apple determine that my case does not justify a refund without investigating whether the service actually works properly for me?
Has anyone had a similar experience? Is there any way to escalate this beyond the normal refund and appeal process?
I’m not requesting a refund because I changed my mind. I’m requesting a remedy because I paid for a service that is practically unusable for my needs.
