How to report fraud unauthorised transactions from Apple Pay?

First, I’m sorry to hear about your daughter’s situation. Now, please let me explain how Apple Pay works and how the customer service representative at Chase misinformed your daughter.

Apple is not a bank and cannot approve or decline a transaction. The role of Apple Pay is to provide encrypted data to the merchants (Dicks Sports) transaction terminal. The encrypted data is then transferred to the merchants credit card processor, the Payment Network (Visa), and then to the bank (Chase). The bank then approves or declines the transaction based on the account’s status (your daughter’s account). The bank’s decision (transaction approval or denial) is sent back to the merchant.

Apple makes no determination or decision in the process of completing the transaction. The data Apple sends is encrypted on the iPhone and Apple does not have the key to decrypt the information. Only Chase bank has the key to decrypt the full information. Apple has no way to determine if fraud has occurred or not. The fraud department of Chase bank will know this and your daughter needs to specifically contact the fraud department and (hopefully) talk to a more experienced or better trained representative.

Again, happy to learn of your daughter’s experience and I’ll try to answer any additional questions you or your daughter may have.

That information will be available to your daughter through her online Chase Bank account or Chase Bank mobile app. The information that is displayed about the transactions is supplied by the bank (Chase). Please remember, your daughter’s iPhone would encrypt the transaction data and Apple would not have a key to decrypt the data. All the transaction information your daughter saw was provided by Chase Bank.

All transaction information that your daughter sees in her Wallet is provided by the bank. Apple has no way to provide the transaction time stamp. Apple’s privacy policy is to not track or store identifiable information. Your daughter’s iPhone basically operates and stores information that Apple cannot see or track. However, the bank is required by federal banking regulations to record and track all the information. Apple only has encrypted data and it cannot be tied to your daughter’s transactions.

The information that you want, all resides with Chase Bank. Your daughter really needs to understand what is going on and contact Chase again. Contacting the fraud department is the key. They understand Apple Pay and what it can and cannot do. The basic tier 1 support personal have varying levels of training and experience and (unfortunately) often provide misleading or incorrect information to account holders.

Also, and just to be clear, no one can just use someone else's Apple Pay. That's pretty much impossible.

That's not how it works.

Apple Pay is used from a person's iPhone or Apple Watch and requires the user's Face ID or Touch ID to actually execute a purchase in a physical store.

Even if someone had possession of her phone, they would still need her face or her fingerprint to be able to use Apple Pay. Only she can approve the transaction personally.

The Chase representative was clearly misinformed about what happened or even how Apple Pay works.

There is very little possibly of Fraud through Apple Pay when transactions need biometric verification to even be executed.

You need to go back to Chase and talk to a higher level rep that knows how Apple Pay works. The description. of events does not match how Apple Pay would function.

The only other option I can see, is someone stole her card and somehow added it to their iPhone for Apple Pay and used it at those stores. There fraud then is not something Apple can trace, and would be in the hands of Chase only and exclusively as the would have allowed adding the card to secondary iPhone for Apple Pay.

There is clearly some missing information here about what happened.