Amazon.co.uk closed my account for no reason

maz85

I need some advice! Last week I tried to log into my amazon account, but my usual password wouldn't work. I requested a password reset. Had no response whatsoever. So I requested this again. Still nothing. So I emailed amazon (they state they reply within 24 hours) to request some help. No reply. I emailed again to voice my concern as I thought someone may have hacked into my account or something and changed the email address, hence me not getting any replies. No reply.

So I decided to call them. The guy on the phone told me that my account was on hold with the accounts department. The last order I placed was 3 weeks ago, completed fine and was all paid for. He suggested I fax a copy of a bank statement. I don't like the idea of faxing my details to an unknown fax number when I have had no explanation as to why my account is blocked. So the guy said he'd get someone from accounts to email me.

The email I received said the following:

"One of our mandates is to address the most acute account and order problems, and in this capacity your account and orders have been brought to my attention.
We have found your account is directly related to another which has been previously closed for abuse of our policies. As such, your Amazon.co.uk account has been closed and any open orders have been cancelled.
Per our Conditions of Use which state in part: Amazon.co.uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.
Pleae know that any attempt to open a new account will meet with the same action."

I am so offended. Never have I been associated with any other account. I've never even returned anything to amazon- only ever been a loyal customer!! In my reply I stated this and that they must be mistaken and asked them to explain why they think this. I was told the following:

"Thank you for your response. Unfortunately, we have a clear relationship with other accounts that have been closed. Therefore, the account will remain closed.
Per our Conditions of Use which state in part: Amazon.co.uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.
We will not be entering into any further correspondence in relation to this incident."

So basically they've closed my account without any explanation nor proof of supposed association with another account.

Can they do this? I don't know how to take this further. Is there some kind of rule against doing this to a customer? I've done absolutely nothing wrong and am actually quite upset by the unsupported accusation.

Please can somebody help/advise me?

pinkshoes

Do you live in a rented house?

If yes, then someone who lived there previously might have had an account closed, and they've only just linked the two addresses.

I would write back stating that if they are linking the two accounts, then please could they provide you with details of the account that you are linked to. I would also provide them details of the dates you lived at your current address.

Hintza

To follow on do you have partner/children etc that have had problems (bit more of a longshot) I know.

Stolen identity?

maz85

Thank you for your feedback- I don't live in a rented house. Live at home with parents.No one in my house has had any problems with an amazon account.

When I wrote back to them I did say I had no association with any other and asked which account I was supposedly linked with. They refused to give me the information. They merely said they won't reply to any further correspondence I send. So I can't even argue my corner as far as I'm aware. I am so frustrated and angry that they can do this to an innocent and loyal customer. It's disgusting.

Ivory_Tinkler

Do you use your amazon account at work and maybe other people have set up accounts on the same IP address/delivery address but they haven't been good customers like you have?

maz85

No, I don't use my account at work. I really am stuck because amazon have basically blacklisted me and said they will not reply to any further correspondence so I can't even get an explanation!

cleo1299

Sounds like they're within their rights, if it says in their T&C that they reserve the right to terminate accounts at their sole discretion.

There are other online booksellers. Blackwells, Borders, Waterstones, loads of others.

maz85

I know that there are other places, and the fact I've been treated like this makes me never want to give them business again. But it's the principle of the matter that angers me- I have done nothing wrong and been given no explanation. I don't know how they can treat customers who have been nothing but loyal like this and get away with it just by saying they can close accounts at their discretion.

I've contacted consumer direct and trading standards for advice. Fingers crossed they might have more idea if I can fight this.

Thanks for your comments.

so2006

maz85 wrote: »

I know that there are other places, and the fact I've been treated like this makes me never want to give them business again. But it's the principle of the matter that angers me- I have done nothing wrong and been given no explanation. I don't know how they can treat customers who have been nothing but loyal like this and get away with it just by saying they can close accounts at their discretion.

I've contacted consumer direct and trading standards for advice. Fingers crossed they might have more idea if I can fight this.

Thanks for your comments.

Its in their T&C's & you agreed to them. Consumer direct won't be able to nothing.

It happened to me and I got over it

cleo1299

maz85 wrote: »

I know that there are other places, and the fact I've been treated like this makes me never want to give them business again. But it's the principle of the matter that angers me- I have done nothing wrong and been given no explanation. I don't know how they can treat customers who have been nothing but loyal like this and get away with it just by saying they can close accounts at their discretion.

Even if it wasn't in their T&Cs, you can't force them to sell books to you if they don't want to. You can't force anybody to sell something to you if they don't want to.

It might be annoying but there's nothing you can do about it so the best thing is not to let it upset you.

Hintza

I'm sure the OP realises all that. I too would be furious and want to get to the bottom of it.

I am an Amazon fan (as I imagine the OP was) but they they are basically saying:- "you are a lying thieving scumbag"!

Keep at it OP if you have the energy.

Good luck