Jenn Thanks for contacting AppleCare chat support. My name is Jenn. Please give me a moment to look over your information.
Jenn I understand you are having some trouble with recovering missing purchased items.
I can certainly understand how you must be eager to resolve this. I would be more than happy to look into this for you!
Before we go any further, would you kindly provide the Apple ID (email address) you are having this issue on today So that I may review your account?
Me: <email removed>
Jenn Thank you Cory! Can you provide me with more details of this issue you’re having in the iTunes Store?
Me:I purchased a text tone, and my phone never downloaded it. So I ended up purchasing it twice (Order ID: <removed>) thinking maybe the first time there was an error with the transaction
Me:After trying a second time, i still am unable to download the tone and set it
JennOkay Cory, I’m going to review your account and find that order number. Give me just a moment please.
Jenn I’m really sorry to hear that this happened to you,Cory. I know I would be pretty frustrated, especially if this were happening with different tones, too. Our engineering team is aware of an issue where ringtones disappear. They’ve told us that they’re working really hard on an update to the iPhone that will address this. At this point, since we don’t have any clear expected timeframes or directives from the engineering teams investigating the issue, I do not have any definitive information available.
Jenn However, the purchased ringtones are part of your permanent purchase history. This means that once the issue is resolved by the engineering team, we will make every effort to ensure that the items are either recovered or the costs refunded, if warranted, based upon the resolution that will be set forth.
Jenn I’m truly sorry that this happened to you, Cory. I’ve taken some notes on the situation, just in case you don’t see them on your phone soon. Our case ID is <removed> Rest assured though, they’re working very hard to get this resolved. I am also going to refund you that second ringtone.
Me: Ok good to know thanks for your help
Jenn No problem! Give me just a moment to refund that second ringtone for you.
Jenn Okay Cory, I’ve gone ahead and refunded you for that duplicate ringtone for $0.99.
JennI s there anything else I may be able to help you out with today in regards to the iTunes Store?
Me: Nope thats it. Thank you
Your chat session has ended. Thanks for using Apple’s chat support.