Complain About Apple Music - learn how to file a complaint

Immediate to 24 hours, but getting a real solution can feel like an eternity.

• Call during off-peak hours (like mid-morning on a weekday) to avoid long waits.
• Use the Apple Support app to get a head start, it pre-fills your device info.
• Have your Apple ID and any relevant order or case numbers ready before you contact them.

If the first support agent can't solve your problem, don't hang up. Calmly ask to speak to a senior advisor. They have more authority to resolve issues, especially financial ones. Getting a senior advisor on the phone can be a test of patience, but it's often worth it.

If Apple still won't budge, your next step is to file a complaint with an external body. The Better Business Bureau (BBB) is a solid option. While they aren't a government agency, they mediate disputes and companies like Apple don't like having unresolved complaints on their public profile. You must try to resolve it with Apple first, as the BBB will ask if you've already done so. Filing is free, but prepare to wait, as the process can take several weeks.

Subject: Formal Complaint: Unresolved Issue with Apple Music - Case ID [[Case ID, if you have one]]

I am writing again to resolve an issue with my Apple Music subscription that remains unfixed despite my previous contact on [[Date]].

On [[Date of incident]], my entire 'Favorites' playlist disappeared from my library, and the initial support steps have not restored it. This is incredibly frustrating as it contained years of curated music that I now cannot access through no fault of my own. Frankly, having to chase this down is not what I expect from a premium service.

To resolve this, I need this issue escalated to a technical team that can restore my library data from a backup. I require written confirmation once this is complete and an explanation for why it happened.

If this cannot be resolved within 72 hours, my next step will be to file a formal complaint with the Better Business Bureau and share my experience in public forums. I hope we can resolve this before it comes to that.

Thank you for your attention to this matter.

[[Your Name]]

• Always ask for a case number right at the start of the conversation. It's your only real proof that you contacted them.
• If you use the live chat, screenshot the entire conversation before you close the window. The transcripts they promise to email you don't always show up.
• A user on Reddit mentioned that complaining via the @AppleSupport Twitter handle got them a call from a senior advisor within an hour. Public pressure can work wonders.
• Be persistent but polite. The first agent is just following a script. Getting angry rarely helps, but calmly asking to be escalated often does.

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