| Address: The Mall, 41-A, Road, opposite Government Girls School, INA Colony, Amritsar, Punjab 143001 |
| Website: www.myimaginestore.com |
I pre-booked an iPhone 17 256GB White in September. On 30 September 2025, upon receiving a call from the store, I went in and purchased the phone from Imagine Tresor, Amritsar, on EMI. During the purchase, the store representative informed me about the AppleCare Service (ACS) and its benefits. Initially me and my father who accompanied me refused to get it. The representative till insisted me to go for it and when I asked for the price, they said it would cost ₹700, and based on this information, I agreed to add it.
However, when I checked the invoice at home, I discovered that the ACS price was actually ₹7, 700, and the ₹700 referred to the EMI amount, which was not clearly communicated during the purchase. I immediately wrote to customer support requesting cancellation since it had not been 24 hours and the ACS was not activated yet.
The next day, both customer care and the store representatives contacted me through a phone call agreed that there was a miscommunication about the ACS's charges. At first they tried to persuade me that the ACS will benefit me and should not cancel it. But when I straight away refused and asked for immediate cancellation, they assured me repeatedly that the ACS would be cancelled and I would not be charged. They told me the process would take 20–30 days. I was also informed later through emails that I did not need to visit the store and that the cancellation process was underway.
Despite their written and verbal assurances, on 31 October 2025, I received a message from my bank showing that the EMI for the ACS had been initiated. When I contacted the store, I was told that the manager handling my case had left the company on 4 October 2025 and that my case was never processed. I was never informed about this and had trusted their repeated promises.
On 5 November 2025, the first EMI was deducted, even though the cancellation was requested on time and assured by the company. Despite multiple emails from my side, I was only told that the cancellation was “not possible now” and was repeatedly pressured to simply activate the ACS instead — which clearly appears to be an attempt to cover up their internal mishandling.
Again, on 5 December 2025, another EMI was deducted.
I have suffered financially, mental stress, and inconvenience due to the company’s negligence, miscommunication, and false assurances. The mistake occurred solely on their side, and I should not be forced to pay for a service I did not agree to under the correct terms.
I request:
Immediate cancellation of the AppleCare Service
Refund of all EMI deductions already made for the ACS
Prevention of any further deductions
Action against the store for misleading communication and failure to process the cancellation in time
All email evidence, including the company’s assurances and my repeated follow-ups, is attached.
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