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Summary judgments are way too common in the era of digital services. This is the kind of anti-consumer tactics I expect the EU to take a deeper look into. As a

Summary judgments are way too common in the era of digital services. This is the kind of anti-consumer tactics I expect the EU to take a deeper look into. As a side note, for all the good PR Apple gets for their customer service, my experience with their digital services and payments support has been subpar. The Apple Card support is particularly atrocious, with a two-level support hierarchy where Apple cannot do anything but answer basic questions, and pretty much any serious request has to be handed to Goldman-Sachs advisors. Payments are a bit better, but half of the time I had any issues, I ended up sending an email to tcook@apple.com for the lack of responses.

hinkley 3y ago
Someone needs to legislate an autosuspension algorithm. Maximum number of consecutive hours an account can be suspended, max number of hours per unit of time (week, fortnight, month). Beyond that a human should be required to adjudicate the claims of the automated system. What we've done is instead of reducing the staff requirements by 10x or 25x we've reduced it by 500x, which is not okay. We can't afford purely manual fraud detection, but with the stakes this high humans should have the final say. But then that's always been a thing with ergonomic business software versus poorly designed business software - whether a human is allowed to override the system or not.
- derefr 3y ago
  > We can't afford purely manual fraud detection, but with the stakes this high humans should have the final say. The human would make the same final judgement that the heuristic did, because the human doesn't have access to any more information than the heuristic does. (If they did, the heuristic's programmers would tap into that info to improve the heuristic as well.) As you say, the only real solution is to make un-suspension — upon presentation of additional evidence of account authenticity — easy. (Perhaps even automated.)

hinkley 3y ago

Someone needs to legislate an autosuspension algorithm. Maximum number of consecutive hours an account can be suspended, max number of hours per unit of time (week, fortnight, month). Beyond that a human should be required to adjudicate the claims of the automated system. What we've done is instead of reducing the staff requirements by 10x or 25x we've reduced it by 500x, which is not okay. We can't afford purely manual fraud detection, but with the stakes this high humans should have the final say. But then that's always been a thing with ergonomic business software versus poorly designed business software - whether a human is allowed to override the system or not.

derefr 3y ago
> We can't afford purely manual fraud detection, but with the stakes this high humans should have the final say. The human would make the same final judgement that the heuristic did, because the human doesn't have access to any more information than the heuristic does. (If they did, the heuristic's programmers would tap into that info to improve the heuristic as well.) As you say, the only real solution is to make un-suspension — upon presentation of additional evidence of account authenticity — easy. (Perhaps even automated.)