Apple's new service--Apple Pay receives more negative feedbacks than positive ones!
Apple Pay is positioned as a brand new service that requires banks, credit card companies, and vendors to all work together, but it seems that some problems in the system are inevitable.
Few days ago, after its launch, Bank of America customers' runs into serious problems, such as double charges showing up on their credit card statements, some credit cards displays the wrong card design within the Passbook app, employees have little knowledge about Apple Pay, and store clerks from eight different locations did not know whether or not they accepted Apple Pay.
"Problems with #ApplePay - it looks like my @bankofamerica account was double charged by @Walgreens," tweeted fellow Apple Pay user Rohan Thompson.
It's a first problem to pop out so resolutions are not yet made clear by both Apple and the banks.
Bank of America transferred me to Apple Pay customer support. The only problem: Apple's representative reminded me that for security's sake -- as promised -- Apple keeps no records of names or amounts for any of the transactions.
That meant there's nothing Apple could do, the representative told me. So Apple told me to call Bank of America. It was every consumer's worst nightmare: customer service for two companies telling you to call the other.
Thank God for three-way calling. I got Apple and Bank of America on the same line and let them sort it out.
BofA was smart enough to refund me the money, because they said it was obvious to them that these were duplicate charges for the same exact amount.
CNN reported that Bank of America is planning to issue refunds to all Apple Pay customers who were double charged.
"We apologize for the inconvenience and are working to correct the issue. All customers have been made whole," said Tara Burke, a spokeswoman for Bank of America. "We are always here for our customers and resolve any issues they have."
An Apple spokesperson told Bank Innovation that Bank of America is working on a fix and that the issue is impacting only a small number of Apple Pay users.
"Apple Pay is off to an amazing start and customers are loving the easy, secure and private way to pay. We're aware of a Bank of America issue impacting a very small number of Apple Pay users. They're working on a fix that will be available shortly and reversing any duplicate transactions."
According to Apple's Eddy Cue, Apple Pay will be a "game changer." "There's a lot to do here and we have a lot of work to do, but it should be huge," he said in an interview.
