How to reach Apple Finance for clarification on a fraudulent card use at Apple Ginza?
Hi all,
I’m posting here again to seek advice or support on an unresolved issue that has been incredibly frustrating.
About a year ago, my card was stolen and used fraudulently at the Apple Store in Ginza, Japan. I filed a police report and went through the long and difficult process of negotiating with my banks. Eventually, we settled on a partial waiver, though I still had to pay for items I didn’t purchase – which was very upsetting.
I had previously posted about this incident on the forum, but due to inactivity on that thread, I can no longer update it with new information — hence this new post.
Recently, the store manager from Apple Ginza contacted me directly and informed me that there might now be a possible reversal. I’ve had several conversations with her and I do know her name. She advised me to have my bank contact Apple’s credit card acquirer regarding the refund. When I asked for a formal memo or written confirmation, she said it was a top-down instruction and that I should simply relay the message.
I did exactly as advised. However, after my bank contacted Apple Finance, they were informed that the transaction was valid as it was a "card present" transaction.
What deeply concerns me is that I was told the Apple staff on-site allowed the perpetrator to repeatedly attempt the transaction, trying different amounts and challenging the card limit until they eventually succeeded. Is this in line with Apple’s in-store transaction and fraud prevention policy?
As a long-time Apple customer, I find it troubling that there is seemingly no way for me to contact Apple Finance directly for clarification. I’m not trying to escalate unnecessarily — I simply want transparency and accountability, especially after being told by the store manager that a reversal may be possible.
If anyone here can offer advice, share similar experiences, or help connect me to the appropriate Apple team, I would be truly grateful.
[Re-Titled by Moderator]
