Just sharing here for anyone Googling and looking for a sanity check…
Sometime right around the new year, one or more of my Apple devices complained about me needing to fix my credit card. This is the same CC I have been using for quite a few years, including all those years as my primary payment method with Apple for me and my family. It kept saying things like “There is a problem with your payment method”.
I tried many times to “fix” it, although the correct information matched what was shown there already. So finally I tried deleting it as a pay method, which worked. But of course, adding it back was declined. It gave no reason and suggested contacting Apple, which I did.
Well, that was over 3 weeks ago. We spoke many times. They made me contact my CC company yet again, even though the latter had already told me all was good (and no other vendors were having trouble with my CC). They tried to get me to contact the Visa network directly which of course is impossible to do. I’m not their customer. They are the gateway between my CC bank and Apple. I told Apple that there was no evidence from the bank that any attempt to charge my card was even being made and that they needed to provide a transaction ID or and error message in order for them to research further.
Apple made me send screen recordings and upload diagnostic logs more than once because their upload system failed to register the uploads the first time. Then I still waited a couple more weeks.
Finally, I got a random call today. Thankfully, at least the same guy has been tracking my issue most of the way. He told me engineering made a change and to try again. It worked now. Of course, I wanted to know what they did, but he said they didn’t provide any details.
As I knew from day one, the engineers had to look at the logs and figure out what the problem was, and then to fix it. And the 3+ intervening weeks is BS pleasantries in order to get to that point. How do I know this? Besides my experience as a consumer, I’m often that engineer :-) But to my credit, I’m NOT the lame customer support person running interference making customers jump through inordinate loops to get a solution to a problem. If there’s a reasonable suspicion that there’s a platform-based problem, my posture is that I want to know about it and fix it, not to stall with an poorly constructed troubleshooting algorithm.
So what happened here? I will never know. However, searching my mailbox for Apple history, I came up with one hypothesis. Per another thread here, I returned an USB Adapter to Apple recently for a replacement. They sent the new one before receiving the old one, which I appreciate, even though I did sent it back promptly. But I’m sure that if they didn’t get it back – or if their receiving department had a glitch in their workflow – they might freeze my CC until they got it. Maybe they failed to credit my account even though the product WAS returned and this was silently (bad!) locking my card with Apple?
I don’t know. But it stinks how much of my time I had to spend to resolve this. But if it happens to you, stay the course and insist on getting an engineer to analyze it.