Amazon closed my account.

48
Posted 11th Nov
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!
Community Updates
48 Comments
Ok. Er, thanks for letting us know?
Babbabooey11/11/2019 08:16

Ok. Er, thanks for letting us know?


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
That’s pretty poor of them to do that rather than say just temporarily suspending the account. Out if interest, have you been returning any items back to them recently?
Do you have any ideal what triggered this.

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.
This will normally happen if you have either returned numerous items, or if you have recently opened a new Amazon account to get additional promotions. They have recently got a lot stricter on new accounts with any matching information (address, card, contact number etc.).
Where's the "like" button?
Haircut_10011/11/2019 08:26

That’s pretty poor of them to do that rather than say just temporarily s …That’s pretty poor of them to do that rather than say just temporarily suspending the account. Out if interest, have you been returning any items back to them recently?


No no returns what so ever only ever returned 1 item in 6 years and that was in Feb
JohnnyRoller11/11/2019 08:46

This will normally happen if you have either returned numerous items, or …This will normally happen if you have either returned numerous items, or if you have recently opened a new Amazon account to get additional promotions. They have recently got a lot stricter on new accounts with any matching information (address, card, contact number etc.).


No none of these
So, what exactly do you want us on the forum to do about it?
Matzi200011/11/2019 09:03

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.
JohnnyRoller11/11/2019 09:17

You’ve been a member on here for 6 years and you only have one Amazon a …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.
bobdylan11/11/2019 09:09

So, what exactly do you want us on the forum to do about it?


I was seeing if anyone else has had the same problem and to see what the solution is
Matzi200011/11/2019 09:20

No just this once I don't normally have £80 to spareYes I know about the …No just this once I don't normally have £80 to spareYes I know about the price match I was seeing if they would as I've never asked them before.It's been so upsetting.


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.
JohnnyRoller11/11/2019 09:23

They’ve blocked new accounts I’ve opened before but they have happily unb …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.
JohnnyRoller11/11/2019 09:23

They’ve blocked new accounts I’ve opened before but they have happily unb …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.


Agree 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.
myusernamehasgone23411/11/2019 09:31

Agree with @JohnnyRoller if you know you’ve done nothing wrong and e …Agree 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.


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
Matzi200011/11/2019 09:31

Oh that's good so worried about the gift card balance.


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.
One of the massive problems with Amazon is, that as soon as it goes over the normal requests (in this case the voucher and your movies in the account) it will end up in quite some effort.

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 by: "magnetkopf" 11th Nov
magnetkopf11/11/2019 09:36

One of the massive problems with Amazon is, that as soon as it goes over …One of the massive problems with Amazon is, that as soon as it goes over the normal requests (in this case the voucher and your movies in the account) it will end up in quite some effort.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".


I hope so as I can't afford to just loose £80 and the rest of the money for my orders.
Amazon can be quite the nightmare now, good luck OP and hope you get it all sorted out soon.
Matzi200011/11/2019 09:43

I hope so as I can't afford to just loose £80 and the rest of the money …I hope so as I can't afford to just loose £80 and the rest of the money for my orders.


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.
I think we will see more and more Amazon cancelled my accounts threads

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.
myusernamehasgone23411/11/2019 09:53

I think we will see more and more Amazon cancelled my accounts …I think we will see more and more Amazon cancelled my accounts threadsAmazon are clamping down on account misuse.I can why when you read stories like thishttps://www.google.co.uk/amp/s/metro.co.uk/2019/10/27/broke-students-cash-discovering-amazon-voucher-glitch-10993142/amp/Or someone on here order 12 echo dots at 99p eachhttps://www.hotukdeals.com/comments/permalink/38853610But 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
myusernamehasgone23411/11/2019 09:53

...I just fear it will mean fewer promotions and more price increases for …...I just fear it will mean fewer promotions and more price increases for us all.


...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?
Have you had chance to contact them yet
@Matzi2000
Any update
myusernamehasgone23411/11/2019 11:40

Have you had chance to contact them yet @Matzi2000 Any update


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's awful, sorry OP. I don't have any helpful advice but didn't want to read and run!
Matzi200011/11/2019 12:08

They've told me it's not closed it's suspended and that I have to wait …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


I once had my account suspened for ordering too many vouchers (no misuse, was actually company christmas gift), was able to unlock it, after roughly 1 day. And yes the support didnt really feel super capable but in the end, they were able to solve it
magnetkopf11/11/2019 13:35

I once had my account suspened for ordering too many vouchers (no misuse, …I once had my account suspened for ordering too many vouchers (no misuse, was actually company christmas gift), was able to unlock it, after roughly 1 day. And yes the support didnt really feel super capable but in the end, they were able to solve it


I have just come off phone my account is CLOSED but she doesn't understand why.
As I had rang them to say I had purchased the gift card and there's a note on account to say is rang to do so straight after.
Edited by: "Matzi2000" 11th Nov
Good luck & keep us informed. Want to know how it turns out. Good I hope.
philedsch11/11/2019 17:56

Good luck & keep us informed. Want to know how it turns out. Good I …Good luck & keep us informed. Want to know how it turns out. Good I hope.


I've spent all day backward and forward through Twitter FB was useless I've been told that I should have my account back tomorrow but I don't know the bank in mean time have refunded my £80 and if my account is reopened the bank will take it back again.
any update on this?
magnetkopf12/11/2019 16:21

any update on this?


Yes I've had a email off them saying my account is CLOSED.
That I can open a new one if I want to.continue shopping with them.

The email states that there's been some unauthorised access to my account and for my protection they've closed it.

I've emailed them back and told them that I wanted a refund for my Prime as it doesn't expire till next week, a refund for my Amazon Music family plan of 17.99 As I can't a access it and I want a refund or a downloadable link for all my movie purchases through Amazon video as I have bought alot over the years, I have the whole star wars collection, the whole harry potter and about 30 other movies.
So if I can't access them they need to provide links or a refund.

I'm so disappointed with Amazon as I was led to believe I'd caused the issue by buying a gift card with the wrong bank card.

To find my account had been breached more than once.

I think I should have been given an option to change my email address on my account but I was not.

It's been very very upsetting and my children are upset as their tv service no longer works.

I will be very reluctant to shop with Amazon again.

I've had a refund from my BANK for gift card as Amazon have refused to do this.

I have contacted the European Complaints Commission as it goes against my consumer rights. I have had enough now xx
I fully understand your anger, i still think the best is to keep your cool, stick with emailing them until they resolved it. which from what it looks like will be another few days
Matzi200012/11/2019 16:31

Yes I've had a email off them saying my account is CLOSED.That I can open …Yes I've had a email off them saying my account is CLOSED.That I can open a new one if I want to.continue shopping with them.The email states that there's been some unauthorised access to my account and for my protection they've closed it.I've emailed them back and told them that I wanted a refund for my Prime as it doesn't expire till next week, a refund for my Amazon Music family plan of 17.99 As I can't a access it and I want a refund or a downloadable link for all my movie purchases through Amazon video as I have bought alot over the years, I have the whole star wars collection, the whole harry potter and about 30 other movies.So if I can't access them they need to provide links or a refund.I'm so disappointed with Amazon as I was led to believe I'd caused the issue by buying a gift card with the wrong bank card.To find my account had been breached more than once.I think I should have been given an option to change my email address on my account but I was not.It's been very very upsetting and my children are upset as their tv service no longer works.I will be very reluctant to shop with Amazon again.I've had a refund from my BANK for gift card as Amazon have refused to do this.I have contacted the European Complaints Commission as it goes against my consumer rights. I have had enough now 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.
myusernamehasgone23412/11/2019 16:40

That is awful. But it sounds like they are concerned that someone has been …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.


The customer service team said I'm most definitely entitled to a refund but the team that issues it can't be contacted by phone so they've emailed me.

I will give them 48hrs and if no joy I will proceed further.

I understand their concern and it is easy to set up a new account but my purchases need to be addressed xx
Matzi200012/11/2019 16:45

The customer service team said I'm most definitely entitled to a refund …The customer service team said I'm most definitely entitled to a refund but the team that issues it can't be contacted by phone so they've emailed me.I will give them 48hrs and if no joy I will proceed further.I understand their concern and it is easy to set up a new account but my purchases need to be addressed xx


Definitely.

I hope you don’t have to wait to long to get it resolved.

It does sound like a bit of nightmare and a very strange way of dealing with a comprised account that was in no way your fault
myusernamehasgone23412/11/2019 16:52

Definitely.I hope you don’t have to wait to long to get it resolved. It d …Definitely.I hope you don’t have to wait to long to get it resolved. It does sound like a bit of nightmare and a very strange way of dealing with a comprised account that was in no way your fault


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.
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