HSBC says it will investigate customers’ reports of credit-card transactions they did not authorise after pre-orders opened for Apple’s iPhone 18 Pro models in Hong Kong. The bank has also set out steps for customers who see a suspicious charge.
Pre-orders for the iPhone 18 Pro and iPhone 18 Pro Max began through Apple’s online store at 8pm on September 12. Cardholders then posted on social media from that night into the early hours of September 13, saying they had received notifications for Apple Store purchases they had not approved.
The accounts, reported by Star Headline and Ming Pao, remain allegations by cardholders rather than a confirmed finding of theft or fraud. Different users said the suspected losses ranged from about HK$10,000 to more than HK$60,000 in individual cases, but those figures are user-reported and do not establish a verified total.
HSBC advised customers who find an unauthorised transaction to suspend their card through the HSBC Hong Kong app or by calling the bank. It said it would investigate cases reported by its customers and, where applicable, start the chargeback process under card-organisation rules.
The bank said it would help customers complete the refund process if they had used their cards reasonably and carefully and reported the matter promptly. That describes HSBC’s stated process and conditions, rather than guaranteeing repayment for every disputed transaction.
HSBC also said 3-D Secure, or 3DS, can provide additional protection, although whether it applies is decided by the merchant. The reports do not establish whether 3DS was used for the disputed iPhone orders.
The number of affected cardholders and transactions, the total value involved and how the disputed purchases were authorised or processed have not been established in the reporting. HSBC’s investigation is therefore the next practical step for its customers who have reported a charge.