Tricky situation: temp credit card number, stolen phone, and bureaucracy

December 20, 2019 12:58 PM

Hi, I'm in a pickle because I bought something using my phone's Wallet app. It generates a temporary credit card number every time. I'm having trouble getting my credit card company to reimburse me because the temp number doesn't match my actual credit card, and they don't seem to understand the e-wallet wrinkle.

I went to an Apple Store and bought myself a new iPhone using my Chase credit card in the Wallet app of Old iPhone before turning in Old iPhone in exchange for Apple credit. Shortly after, New iPhone got stolen. I filed a credit card claim with Chase.

My receipt for new iPhone only shows the last 4 digits of the temporary credit card number. It doesn't match my actual credit card because a new number is generated every time. Chase insists that I need the full 16 digits of the exact credit card number used to buy the phone before they'll reimburse me.

I called Apple Support - they can't get me the full credit card number. I would need to have old iPhone in my possession, but I turned it in already.

I've tried detailedly writing this up for the Chase Purchase Assurance claims reviewers, but they keep rejecting it and instead just ask me repeatedly for the full credit card number. I've tried pointing out that I have the exact charge on my credit card bill, plus the Apple receipt, plus a police report.... but that's been ignored. This is all done via their claims portal - I haven't been able to speak with anyone on the phone. I've tried calling the general Chase customer service line, but they don't have any information or communication with the claims people.

Any suggestions on what to try from here?

posted by estlin to Technology (6 answers total)

Best answer: I assume you're in the US since you use Chase? If so, you could try submitting a complaint with the CFPB or with your state Attorney General's Office.

YMMV, but I have used the Massachusetts AGO to resolve a consumer dispute. It was incredibly fast (<1 month) and the outcome was favorable to me.
posted by shb at 2:07 PM on December 20, 2019

Response by poster: Yes, in the US (New York). Thank you, shb!
posted by estlin at 2:20 PM on December 20, 2019

NY does have such an office. You can find contact info on their website.
posted by praemunire at 2:30 PM on December 20, 2019

Are you sure Chase doesn't just need your actual credit card number? Usually in my accounts all of those virtual cards just look like my actual card, and whatever number Apple thought you used, the actual number you used is the one the transaction resolved to. Does the transaction not show up in your actual card statement?
posted by willnot at 2:53 PM on December 20, 2019 [5 favorites]

Can you you borrow an iPhone sufficient to run the iOS of your old iPhone and restore the backup you took before turning in your old phone to get the number?
posted by Short End Of A Wishbone at 7:57 PM on December 20, 2019 [1 favorite]

You shouldn't need the tokenized credit card number. You should just need your actual credit card number. If you can find the transaction for the iPhone on your billing statement, you should just be able to refer to that. Chase should be well aware how Apple wallet works. If the first line customer service doesn't work, ask to speak to a manager.
posted by CiaoMela at 7:12 AM on December 23, 2019