Apple Card Stuck in Physical Apple Card Limbo

[Fear12]

Hello everyone,

I'm stuck in this weird situation. My physical card number was compromised and the app displayed this message:

I hit the link and it opens a chat with support. They take care of the fraudulent transactions and remove them from my account.

But when it comes time to order a new card, they tell me that I'm able to do that in the app. I have scoured the application and don't see that option anywhere. My thought is that if that were an option, why would the above message say to contact support?

I've reached out to support several times and get a slightly different version of the same message (it's a technical issue with the app, we have put in a ticket to order you one and you'll get tracking soon (never comes), you can order through the app, etc.)

I reached out again today expressing my frustration that I'm doing what the app says to do which is contact support but then support is not able to order me a new card. I ask support if they have the ability to order a new physical card and they tell me they don't. I then ask:

Has anyone seen or dealt with a similar situation with your physical Apple Card? It has been 2 (!) months now without a physical card. I can get along fine with contactless but this is unacceptable support for a credit card in my opinion.

 

[hg.wells]

have you tried the menu button 😁

 

[0128672]

In addition to @hg.wells' screenshot, requesting a replacement card in the Wallet app is also described in this Apple support article. Found it by searching for apple.com replacement card.

How to request or replace a titanium Apple Card - Apple Support

After you accept your Apple Card offer, you can order your titanium Apple Card in the Wallet app.

support.apple.com

 

[Fear12]

What am I missing?

 

[0128672]

Looks like you're missing the Physical Card section. Not sure what to tell you if that's the case.

 

[hg.wells]

Have you tried phoning them? The last option on that support article is their phone number.

 

[0128672]

You can reference the support article number (HT209434) if you talk with Support again. Then you'll all be on the same page, literally. Tell them the Wallet app doesn't show a Physical Card section so you can't request a replacement that way. By the way, are you on the latest iOS version?

 

[Fear12]

I will try support by phone. Yes, I’m on 15.1.

 

[Fear12]

Called support who walked me through how to try to order it through the app after I explained the situation and referenced the support article. Once that didn't work (physical card section is missing), the support specialist said she would have to make a ticket and somebody would contact me via email or phone with no timeframe provided.

The specialist said that because the card was canceled she can't order a replacement and needs to make a ticket.

I don't understand, the physical card was compromised somehow and their antifraud thing did a good job of catching and stopping the card. But now because I guess that antifraud canceled the physical card, it's not possible for anyone to order me a replacement?

This truly sucks and has been almost 2 months since the card was canceled by the antifraud. Chat support has been unhelpful and dishonest (told 2x that a new card was ordered, confirmed that hasn't happened on the phone today), phone support is not helpful either.

 

[Fear12]

Update! I received this email on Friday 12/3:



Hopefully I will get the physical card soon and this can all be done. What a pain, not sure what caused this. 2 months total time between me contacting support until this email.

 

[jimkingwood]

Update! I received this email on Friday 12/3:

View attachment 1923490

Hopefully I will get the physical card soon and this can all be done. What a pain, not sure what caused this. 2 months total time between me contacting support until this email.

It’s because the release of this product, together with the absurd idea to use Goldman Sachs, was unplanned, unthought out, and poorly executed.