GET GEPHARDT
Jun 9, 2026, 10:59 PM | Updated: Jun 10, 2026, 7:59 am
BY
KSLTV.com
SOUTH JORDAN — When 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.
“They charged me for both the audiobook and the regular book (e-book),” 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’t 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’t changed anything.
“(I) was basically told that there wasn’t anything they can do,” he said. “Their little AI process made the decision. They can’t override it.”
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’t go through. Turns out, Apple had kicked his debit card off the account.
“I reached out again,” he said. “Was 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.”
No more buying audiobooks, e-books he doesn’t want or anything else.
“I was a little hot, a little frustrated. Didn’t know if there was anything else I could do,” he said. “That’s when I reached out to you.”
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’s 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 spells out the dispute process when the transaction was done by credit card. And Regulation E under the Electronic Funds Transfer Act gives debit card users a way to report errors to their financial institution.
What is less clear is whether a merchant can then say: “Fine! You win the dispute, but we absolutely refuse to take your card from now on.”
That’s the part Player said feels backwards.
“You shouldn’t be punished for that,” he said.
This is not the first time in recent weeks I have a reported on a consumer being told by a company, “Yeah, we can see there’s a problem, but we can’t help you. We can’t override what the computer says.”
It’s something both consumers and companies are going to need to figure out as AI-driven “customer service” becomes more widely adapted.
Matt Gephardt and Sloan Schrage, Associated Press
A South Jordan man seeking customer service help got shot down by an artificial intelligence decision maker.
9 hours ago
Matt Gephardt and Sloan Schrage
Utah regulators issue emergency cease-and-desist against crypto investment group BG Wealth Sharing, warning it presents a “grave, continuous threat of irreparable financial ruin.”
5 days ago
Matt Gephardt and Sloan Schrage
If you pay a contractor for a job, how can you end up having a construction lien? A state fund to help homeowners is now out of money.
7 days ago
Matt Gephardt
Utah has a record amount of unclaimed property waiting to be found. On Wednesday, the state is holding a webathon to help Utahns claim their lost money.
8 days ago
Matt Gephardt and Sloan Schrage, KSL
If you’ve paid your roofer in full, can a supplier that’s claiming to be unpaid still slap a construction lien on your home?
8 days ago
Matt Gephardt and Sloan Schrage
A Utah investor who says she gave thousands of dollars to BG Wealth Trading speaks out as the cryptocurrency investment firm draws warnings from around the world.
12 days ago
Tuacahn Amphitheatre
This feature is brought to you by Tuacahn Amphitheatre, where they edifiy and inspire the human spirit through professional world class family entertainment and an unparalleled artistic and educational experience that matches the majesty of our canyon. The 2026 Broadway season has officially arrived at Tuacahn Amphitheatre, bringing excitement, music, and unforgettable performances to […]
Older adults who may be dealing with legal trouble or fraud now have a new free online tool to help them spot those problems early.
Axiom Verify
This feature is brought to you by Axiom Verify, a Utah-based investigative and verification firm with access to over 400 international proprietary databases. Discover how their elite-level due diligence and human intelligence capabilities are making advanced verification accessible to individuals, businesses and legal teams across the country. You wouldn’t leave your wallet unattended in […]
Les Olson IT
This feature is brought to you by Les Olson IT, Utah’s go-to technology solutions provider with over 70 years of experience. Explore how their dedication to dependable customer service has made them one of the state’s most enduring businesses. In 1956, technology looked a little different than it does today. Instead of desktops, […]
UONLINE
This article is sponsored by UOnline at the University of Utah. Discover flexible degree programs designed to build community and create real change in Utah. Although our world is more “connected” than ever by technology, it’s easy to feel isolated. With UOnline at the University of Utah, you’ll find real connection through a like-minded […]
YLYH
This article about healthcare is sponsored by Your Life, Your Health now offering on-demand prescriptions and self-administered lab tests delivered straight to your door — no appointment needed. When you have a headache, you can take aspirin from your pantry. For sore muscles, reach for the ibuprofen in your purse. Most of life’s painful […]
Leave a Reply