Amazon uncontactable after fraudulent transaction

Maz67

Hello

I wonder if anyone will have any advice for me as currently I am tearing my hair out!

On checking my current account details yesterday I discovered a debit card payment for £556.53 whoch had gone to Amazon.

I cancelled my debit card, put certain things in place with my credit card account, and alerted the fraud department of my bank, as I had definitely not authorized this payment. The bank said to contact Amazon because unless Amazon could confirm that the debit was fraudulent the bank would not be able to reimburse me.

That is where the problems started. First of all I could not get into my Amazon account at all, no matter how many times I re-set the password and e-mail address. Because I cold not get into my account, I could not send Customer Services an e-mail. There was no phone number given, so I had to Google it.

I found several and spoke eventually to someone who could hardly speak English who informed me she could not get into my account because they had noticed the transaction and the account was under investigation. I was told that the Accounts department would contact me within 24 hours. Customer Services would not give me a direct number or e-mail address for the accouts department.

26 hours later nobody has made any attempt to contact me and explain what has happened. I have chased this up once on the phone, only to be told the same thing by someone equally non-fluent in English. I have e-mailed them twice via other peoples' accounts, to be met with a stock response that they cannot action my request unless it comes from the e-mail address related to my own account. When I copied and pasted the address from which Amazon's reply came and tried to send it there from my hotmail account, the e-mail was returned, it "had not been received".

They also now want the full details of my card, which on the advice of the bank I cancelled and have now destroyed. On contacting the bank, they were unable to provide me with the card number. Surely if Amazon can debit the card with £550 yesterday they would still have the number.

It strikes me that they are being deliberately obstructive. I would write a letter to head Office but there are 3 different addresses, again all of which I have had to look for via Google. I am afraid I will not see that money again!

I wonder if anyone else has had any similar experiences with Amazon, and what I can do from here, as I seem to have reached a dead end -every attempt to contact Amazon is like banging my head against a brick wall. Also, does anyone have an actual postal address for Head Office, or for the elusive Accounts Department?

Thanks :-)

wealdroam

No idea why you had to use google to find a telephone number.
Use their contact us page.
Click on the skip sign in button at the bottom,
Select an issue, then click the call us button.

You will then see...

...you can reach our support team on Freephone 0800 496 1081 to use our automated customer service system.
International customers can reach us at +44 (0) 207 084 7911.

(I see one of those numbers is mentioned above)


About their address...
You know Amazon.co.uk are based in Luxembourg don't you?
From their conditions of sale...

27. Our details
Amazon.co.uk is the trading name for Amazon EU SARL, Amazon Services Europe SARL and Amazon Media EU SARL.
This website (excluding "Marketplace") is owned and operated by Amazon EU SàrL. The "Marketplace" parts of the website, together with any other third-party seller programmes operated on the website from time to time are operated by Amazon Services Europe SARL.
For the Amazon.co.uk website (excluding "Amazon Music MP3 Service","Marketplace" and other third-party seller programmes on the website):
Amazon EU Sàrl
5 Rue Plaetis
L-2338
Luxembourg
Registered in Luxembourg No. B-101818 Business License Number: 104408 Luxembourg
VAT Reg. No. LU 20260743

visidigi

Amazon are based in LU for tax purposes, they have support all over europe and india for support.

I think its a bit cheeky to say they are being deliberately obstructive - they have to abide by data protection rules, no matter who you 'say' you might be, so providing data will be a really difficult thing for them to do - you should be able to provide the last 4 digits of you card if its on your statements like others - if you previously ordered from Amazon and paid with this card it would be detailled in the email they sent you.

On the subject of previous orders, it sounds like your account has been compromised, it sounds like they got access to it someway and have changed the password and email address on the account, which is why you cannot recall the login information for the account through the system.

You will be able to log a dispute with your bank for the transaction (fraud dispute, not chargeback), you wont necessarily have to deal with Amazon at all, although given you've lost account access, someones got your login from somewhere. If Amazon have flagged the account for abuse, then the amount - is it actually debited or is it mere an authorisation for the amount?

teena

I too am in a complicated situation with Amamzon and had the frustration of not being able to talk to anyone who could help or even understand the situation after my account was closed.

I did find more success with emailing

resolution-uk@amazon.co.uk

Have had huge problems setting up a new account as they wont/cant copy the key data from my old account across eg order history ( so useful when you want to order something again) , kindle books are all lost, gift certs gone.

I have spent hours pressing and arguing and now have the gift certs transferred and some help with kindle and the books but the people I have dealt with spend a lot of the time saying - I can't help you or i don't know. I am beginning to think I know more about their accounts than they do now. They told me I would not be able to reopen an account with my old email address but guess what - i found I could etc etc.

Good luck - hope this helps

Maz67

Thank you for all you replies. Weldroam, I don't really appreciate the apparent sarcasm. Being far from a stupid person the first thing I did was try the Contact Us page. Unless you can sign in, which as I have explained I could not, they do not give you a phone number. Also, I don't think the place you gave to look for the address is the most obvious one, but thanks for the info.

The next thing I am going to do is contact my bank and the police station and see what they can do.

Maz67

P S I just tested this out by using "skip sign in" and "call us" - this is a service whereby you give YOUR number and they call you back. There is NO phone number given form them. When I tried their service, it was "unavailable" - what a surprise!

wealdroam

Maz67 wrote: »

P S I just tested this out by using "skip sign in" and "call us" - this is a service whereby you give YOUR number and they call you back. There is NO phone number given form them. When I tried their service, it was "unavailable" - what a surprise!

Well, when I use the process I described earlier, I see a page like this...


Note the two faint lines at the bottom with phone numbers.