Fraudulent Activity and Phone Blacklisted

RuthR1

Hi, I’m new to the forum but trying to see if anyone has experience and can suggest how I take an issue forward.

I received messages on my phone (in my jacket pocket) from my bank asking me if a suspicious payment was mine. I phoned the Bank immediately using the phone number on my card, who asked me if three transactions just made were mine totalling just over £3k.
They were not and the Bank had stopped the fraudulent purchases and issued me a new credit card.

This was an excellent outcome, however on checking the transactions and recent purchases made they said the fraudulent purchases although made online came from my device - my iPhone, which was impossible as I was driving (by myself) with my phone in my zipped inside pocket and then I was at my work office by myself when I received the text messages. They will not however give me any details of any identifier for the phone to show it was my device or how they identify it.

The bank have said they blacklisted my phone so I cannot use it for Apple Pay which is frustrating as most of my shopping is done this way, 99% of my transactions are done by using my phone. 
Apple have told me it is impossible to clone the phone and that the way to identify the phone. Wierdly the bank suggested that I could try getting the phone ‘professionally cleaned”. Neither I or Apple know what they meant by that as it would be impossible to change the iPhone identifier IMEI number.

Has anyone else experienced this and was it resolved as I now have an expensive iPhone I cannot use for what I mostly use it for as im always told Apple is very secure. I suspect my credit card details were stolen else ways as I do a lot of online purchasing with a lot of companies.

eskbanker

The bank's reference to cleaning means identifying and removing any malware/trojan/virus that may have infected the phone and allowed its remote use by fraudsters....