Apple Pay Customer Service

When you first call Apple Pay, you are immediately greeted by an automated system that informs you that it can speak and listen to full sentences. It then asks you what your question is so that you can be redirected to the right person. This is extremely helpful and welcome since it means you don't have to listen to any directory map. I was ready to listen to a dozen different options but was able to streamline the process by telling the automated operator that I needed help adding a card to my Apple Wallet. 

This was a tremendous help because I was immediately transferred to the technical support line instead of shuffling through a bunch of different operators. The automated assistant spoke clearly and understood me on the first try, even with noise in the background which was also notable. 

Before the transfer was completed, I was asked to confirm my identity via messaging that was sent to my Apple devices. A simple message on my mobile phone asked if consent was given to speak to a representative about this account. Not only was this impressive, but it meant that the company had already verified my identity, so I would not have to go through my account info over the phone with the agent once I was transferred to them. 

Both of these measures saved time, and in less than two minutes, I was in the queue to talk to a representative. I called in the evening around 5 pm and wasn't sure if it would be busier than calling earlier in the day or not, but the wait wasn't too long. I waited about five minutes to speak to a technician, and then our conversation took another five minutes. 

It turned out that the card I wanted to add could not be added because the issuing bank does not support Apple Pay. While I was disappointed, the technician was very helpful and conducted research quickly to help sort out the problem. They also offered me several helpful hints about shortcuts I could take to add other cards to Apple Pay in the future.

My total phone call took about seven minutes and addressed my issue in full, so I would recommend their service to anyone in the future. The only thing that might complicate it would be calling from another phone since it can't automatically identify you then.