{"id":22797,"date":"2026-06-10T05:39:48","date_gmt":"2026-06-10T05:39:48","guid":{"rendered":"https:\/\/globalnewstoday.uk\/index.php\/2026\/06\/10\/utah-man-says-he-cant-get-customer-service-from-apple-because-artificial-intelligence-is-calling-the-shots-ksl-tv-5\/"},"modified":"2026-06-10T05:39:48","modified_gmt":"2026-06-10T05:39:48","slug":"utah-man-says-he-cant-get-customer-service-from-apple-because-artificial-intelligence-is-calling-the-shots-ksl-tv-5","status":"publish","type":"post","link":"https:\/\/globalnewstoday.uk\/index.php\/2026\/06\/10\/utah-man-says-he-cant-get-customer-service-from-apple-because-artificial-intelligence-is-calling-the-shots-ksl-tv-5\/","title":{"rendered":"Utah man says he can't get customer service from Apple because artificial intelligence is calling the shots – KSL TV 5"},"content":{"rendered":"

GET GEPHARDT<\/a>
Jun 9, 2026, 10:59 PM
BY<\/span> MATT GEPHARDT AND SLOAN SCHRAGE, ASSOCIATED PRESS<\/span><\/a>
KSLTV.com
SOUTH JORDAN \u2014\u00a0When Chadd Player bought an audiobook through the Apple Books app, he expected to pay just for that book. However, he wound up paying for the title twice.
\u201cThey charged me for both the audiobook and the regular book (e-book),\u201d Player said.
The thing is, he said, this is the second time Apple has charged him for two formats of the same book when he only wanted one.
While the amount involved in this case, $35, isn\u2019t exactly life-changing, the fight to actually get that money back kind of has been.
Player messaged Apple and requested a refund. It was denied. His appeal? Also denied. Eventually, he spoke to a supervisor who he said agreed the charge looked wrong, but that hasn\u2019t changed anything.
\u201c(I) was basically told that there wasn’t anything they can do,\u201d he said. \u201cTheir little AI process made the decision. They can\u2019t override it.\u201d
Player said an Apple rep told him his best option was to dispute the charge through his bank, which he did. He got his money back just like that. So, end of story, right? Nope!
Days later, when he tried to use Apple Pay at a store, his purchase didn\u2019t go through. Turns out, Apple had kicked his debit card off the account.
\u201cI reached out again,\u201d he said. \u201cWas on the phone a good hour and a half, and basically what I was told is if you dispute a charge, then at that point that account becomes blacklisted.\u201d
No more buying audiobooks, e-books he doesn\u2019t want or anything else.
\u201cI was a little hot, a little frustrated. Didn’t know if there was anything else I could do,\u201d he said. \u201cThat\u2019s when I reached out to you.\u201d
The KSL Investigators reached out to Apple about Chadd Players case. We asked about the double charges, the refund process and specifically whether humans can ever override a decision made by artificial intelligence.
Despite our multiple attempts through multiple channels, we did not hear back, not even from an AI chatbot.
Now, there is no federal law that states Apple must accept your debit card. It\u2019s not a protected right. But the Feds do say consumers have the right to have their disputes heard by merchants when they are double-billed or charged the wrong amount.
The Fair Credit Billing Act<\/a> spells out the dispute process when the transaction was done by credit card. And Regulation E under the Electronic Funds Transfer Act<\/a> gives debit card users a way to report errors to their financial institution.
What is less clear is whether a merchant can then say: \u201cFine! You win the dispute, but we absolutely refuse to take your card from now on.\u201d
That’s the part Player said feels backwards.
\u201cYou shouldn’t be punished for that,\u201d he said.
This is not the first time in recent weeks I have a reported on a consumer being told by a company, \u201cYeah, we can see there’s a problem, but we can’t help you. We can’t override what the computer says.\u201d
It’s something both consumers and companies are going to need to figure out as AI-driven \u201ccustomer service\u201d becomes more widely adapted.
Matt Gephardt and Sloan Schrage, Associated Press
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GET GEPHARDTJun 9, 2026, 10:59 PMBY MATT GEPHARDT AND SLOAN SCHRAGE, ASSOCIATED PRESSKSLTV.comSOUTH JORDAN \u2014\u00a0When Chadd Player bought an audiobook through the Apple Books app, he expected to pay just for that book. However, he wound up paying for the title twice.\u201cThey charged me for both the audiobook and the regular book (e-book),\u201d Player said.The […]<\/p>\n","protected":false},"author":1,"featured_media":22798,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"class_list":["post-22797","post","type-post","status-publish","format-standard","has-post-thumbnail","category-technology"],"_links":{"self":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/posts\/22797","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/comments?post=22797"}],"version-history":[{"count":0,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/posts\/22797\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/media\/22798"}],"wp:attachment":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/media?parent=22797"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/categories?post=22797"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/tags?post=22797"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}