Posted 11th Nov 2019
I purchased a £80 gift card on Thursday to get the extra £6 promotion.
on checkout I entered a new card but it still attempted to use my old one. So obviously didn't work so I attempted with my new card after deleating my old one.
I called Amazon to Inform them it was me within half hour I received my Amazon credit and a email to state I no longer needed 2 step verification.
on Saturday I rang up to ask them to price match and the lady said she couldn't access my account as it had been suspended.
she asked me to sign in.
I attempted to sign in twice via my laptop and it would not go through.
her manager told me my account only got blocked after I tried signing in.
So she said as I tried signing in while over the phone they will email account management and let them know.
Then Yesterday Sunday I noticed 3 Christmas presents and a 4th item i'd paid for and money has left my BANK were no longer showing on my account.
I rang he went through every transaction on my account for a month. I verified I had made all the transactions, and he said he would email. the ACCOUNT Management team.
at 1am in the morning I get an email from Account management to state without my NAME on it saying they'd closed my account cancelled all orders that I've paid for as they think someone else has ordered them. They also state that they won't give me my money back that I have to apply to bank to get it back!!! but there is no mention of my £80 gift card, No mention of a Prime refund or the the 32 movies I have purchased through Amazon video or my Amazon Music account, only that if I wish to order I need to open a new Amazon account!
on checkout I entered a new card but it still attempted to use my old one. So obviously didn't work so I attempted with my new card after deleating my old one.
I called Amazon to Inform them it was me within half hour I received my Amazon credit and a email to state I no longer needed 2 step verification.
on Saturday I rang up to ask them to price match and the lady said she couldn't access my account as it had been suspended.
she asked me to sign in.
I attempted to sign in twice via my laptop and it would not go through.
her manager told me my account only got blocked after I tried signing in.
So she said as I tried signing in while over the phone they will email account management and let them know.
Then Yesterday Sunday I noticed 3 Christmas presents and a 4th item i'd paid for and money has left my BANK were no longer showing on my account.
I rang he went through every transaction on my account for a month. I verified I had made all the transactions, and he said he would email. the ACCOUNT Management team.
at 1am in the morning I get an email from Account management to state without my NAME on it saying they'd closed my account cancelled all orders that I've paid for as they think someone else has ordered them. They also state that they won't give me my money back that I have to apply to bank to get it back!!! but there is no mention of my £80 gift card, No mention of a Prime refund or the the 32 movies I have purchased through Amazon video or my Amazon Music account, only that if I wish to order I need to open a new Amazon account!
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sorted byAgree with @JohnnyRoller if you know you’ve done nothing wrong and everything is like you have stated this should be easy to resolve.
Get back on the phone to them, stay calm, be polite and explain clearly what’s gone on and you wish to get it resolved by working together.
Good luck with getting your account reopened Then again it was only the weekend and not so much time has passed, im fairly confident you will be able to solved that with a bit of "time investment". (edited)
You've found it before...
Not sure who has been replying to you but I tend to have much better (and quicker resolutions) after emailing the UK Chief executive.. They forward it onto what they call Executive Customer relations. Worth a try if it’s not them you’re hearing from. Email is dgurr@amazon.com
*edit* I see @eslick already provided Jeff Bezo’s email. Sorry, missed that comment. It’ll get passed onto the same team if you’ve already wrote one to that address too. (edited)
I think you with definitely be able to resolve this it will be easier on a week day than the weekend as all the teams will be in.
They can cancel orders though if they think it’s fraud, so they may need to be replaced. However sometimes earmarked funds disappear on your bank (show back as available funds), but then the transaction pops up shortly after. Santander are notorious for doing it. So they may not necessarily be cancelled, just ring them up and sort it out.
...and then there is the issue of when (if?) we (finally) leave the European Union. Will the increased import tax from goods transported from Europe into the UK be met by (postage) price rises to consumers?
They've told me it's not closed it's suspended and that I have to wait 24hrs that's not what the email says let's see what they say after 24 hrs xx
That is awful.
But it sounds like they are concerned that someone has been into your account and the safest thing to do is to close it.
No way should you be out of pocket like that as this isn’t your fault and clearly you have a large purchase history and content with them.
I think you now need to calmly compose an email stating exactly what the issue is and how they can resolve it as surely they must have to reinstate all your previous purchases that you have paid for.
This is terrible that this has happened. I you have an email you can copy and paste it and send it to all the relevant departments in the hope that someone will see sense and sort it.
Worse case scenario get yourself in the dailymail having a grumble and pulling a sad face.
I know I am very shocked about it but there's nothing I can do apart from accept it open a new account and hopefully they will refund without too much hassle.
Really thank you xx
Email sent fingers crossed xx
Thank you so much I'm not usually a stressed and worrier and don't normally get emotional about things like this but I can honestly say it's been so draining trying to sort this out xx
No it's a account management team. I have emailed Jeff so I'm hoping he can help.
It is draining. When you get a reply, don’t give in if they still dig their heels in. Keep replying and they will eventually back down after a few emails back and forth. (That only happened to me once where it took more than one email though.)
I got access to my video content to my fire stick but its now broken and canot access it on a new one. They didn't budge they said it was for my safety. And that was that
No I've opened a discussion as I've noticed on their Facebook page that it has happened to a few people over the weekend
I have read a few people having Amazon accounts closed and been left out of pocket but it usually there was some evidence of abusing the account, like getting taking advantage of glitches and getting refunds.
I suspect those who took the Mickey with the Amazon echo dot 99p offer may have issues shortly.
No no returns what so ever only ever returned 1 item in 6 years and that was in Feb
No none of these
You’ve been a member on here for 6 years and you only have one Amazon account? and on that one account you haven’t taken advantage of the top up promotion in the last 3 years?
Also what do you mean you rang Amazon and asked them to price match? They don’t price match at request... they price match in their own time.
No just this once I don't normally have £80 to spare
Yes I know about the price match I was seeing if they would as I've never asked them before.
It's been so upsetting.
I was seeing if anyone else has had the same problem and to see what the solution is
They’ve blocked new accounts I’ve opened before but they have happily unblocked them. If you have not returned items and not recently opened accounts, then I’m absolutely positive they will sort it out if you continue to try and resolve it.
Oh that's good so worried about the gift card balance.
I have they told me a different team needs to deal with it and they don't take calls I have to wait 24hrs which has very clearly been longer than 24hrs
I hope so as I can't afford to just loose £80 and the rest of the money for my orders.
Amazon are clamping down on account misuse.
I can why when you read stories like this
google.co.uk/amp…mp/
Or someone on here order 12 echo dots at 99p each
hotukdeals.com/com…610
But Amazon should learn from these and tighten up their promotions so they can’t be abused.
I just fear it will mean fewer promotions and more price increases for us all.
I haven't used anything like this xx
@Matzi2000
Any update