amazon prime help

jimboo1212

Can someone tell me what to do next?

I ordered a kindle hdx from Amazon. It was placed by myself as a prime member. I checked the tracker and my goods did not show a delivery date. I rang Amazon , they said they were sorry and offered an extra month free , fine. I checked my account to see that they had actually terminated my prime account. I e-mailed them back. An advisor said they were sorry and then they charged me £79.00 and re-activated the prime account. I e-mailed them back and told them I had been promised a concession meaning my membership ended in April. Amazon apologised and refunded the £79.00 and my original membership fee of £54.00 . My prime was still not re-instated. Amazon , following a three hour phone call have told me that if I want my prime membership back I must pay £79.00 to have it re-instated.


All I actually did was place an order , Amazon claim it is not policy to re-instate without a fresh charge of 79.00 , can they do this ?


I am just getting steamrollered by the help centre

jimboo1212

For clarification , my prime membership started in Jan 2014. Instead of the Amazon help employee extending my membership (for failing to deliver next day ) by one month , he cancelled my membership. After I complained , they debited £79.00 from my bank. If I want to carry on with my prime membership I must pay another £79.00 to start it again. The original charge wrongly taken was refunded. If my original prime should run until April , why should I need to purchase a fresh membership.

unholyangel

jimboo1212 wrote: »

For clarification , my prime membership started in Jan 2014. Instead of the Amazon help employee extending my membership (for failing to deliver next day ) by one month , he cancelled my membership. After I complained , they debited £79.00 from my bank. If I want to carry on with my prime membership I must pay another £79.00 to start it again. The original charge wrongly taken was refunded. If my original prime should run until April , why should I need to purchase a fresh membership.

Presumably it has something to do with them refunding £54 of your original membership fee? Ie they cancelled your prime and have partially refunded you for the unused part?

At least thats the way it reads with you saying they refunded the amount they took by mistake (£79) and have also refunded £54.

Armorica

They aren't delivering you a service you have paid for. If it's via credit card then claim it via your card issuer. Or escalate the complaint with Amazon in writing (and go for the short, clear explanation, rather than the long confusing one where the point is easy to miss!)

keyser666

Armorica wrote: »

They aren't delivering you a service you have paid for. If it's via credit card then claim it via your card issuer. Or escalate the complaint with Amazon in writing (and go for the short, clear explanation, rather than the long confusing one where the point is easy to miss!)

What are they going to claim from their card issuer?

Hintza

So to be clear (time line)


Amazon took £79 for a new Prime membership
Amazon refunded that £79.
Amazon also refunded original membership fee of £54 (Jan 2014)

Amazon now want £79 to reinstate a new Prime membership.

So in effect you have had Prime free since Jan 2014?

JethroUK

Hintza wrote: »

So to be clear (time line)


Amazon took £79 for a new Prime membership
Amazon refunded that £79.
Amazon also refunded original membership fee of £54 (Jan 2014)

Amazon now want £79 to reinstate a new Prime membership.

So in effect you have had Prime free since Jan 2014?

Seems like she should quit whilst she's winning

Cycrow

unholyangel wrote: »

Presumably it has something to do with them refunding £54 of your original membership fee? Ie they cancelled your prime and have partially refunded you for the unused part?

At least thats the way it reads with you saying they refunded the amount they took by mistake (£79) and have also refunded £54.

the £54 was most likly the full year refund, rather than a partial refund.

as £79 is the new price for prime, and anyone who had it before april this year would have paid the £54 for the year.

so instead of getting 1 month free, they got almost a whole year free.

Fosterdog

Where is the April but coming into it? If prime is for 1 year and started in Jan then it would end in Jan, even with a month free it would only go to Feb so why do you think you have a membership until April?

jimboo1212

The £54.00 was given back as a concession for the trouble caused ( i did not ask for this, it was given ) Prime starting in January does end in January the following year (Amazon finished it in November) The prime membership lasting until April is because of previous concessions due to bad service , hence the prime membership running until then.

When i complained to Amazon for my order not arriving on time they agreed to extend my membership until April. They actually cancelled it instead. Amazon offered the return of the £54.00 paid in Jan and apologised for charging me another £79.00 and refunded this too. I did not ask , seek or expect the original 10 months to be free.

So i have no prime , why ? it seems because i placed my order and Amazon instead of giving me the promised concession actually stopped the membership and charged me for it again.

Had they extended the membership as promised it would in fact run until April. As it stands , through no fault of my own i am expected to pay another £79.00 to have my Prime membership to run from December 2014 to December 2015.

This would mean i have not had Amazon free for 10 months it has been cut short (in real terms ) by 5 months. I asked for the new membership money to be returned and did not ask for the original members cost of £54.00 to be returned. Amazon made a mistake in the charging and returning of my money.

Since i only placed an order and have been passive in all of this , why should i lose my paid for membership that runs (with concessions until April 2015 ) and renew it for £79.00 to run until December 2015. Even without any concessions it should have ran it's natural course until January 2015.

So to clarify , Amazon deleted the membership instead of extending it. I did not ask for the original January money to be paid back. They also cancelled the Prime during the 5 business days it took me to receive my money back . I have asked them to re-instate the original membership , with concessions until April , they can have the original £54.00 back. As it stands that is against Amazon policy to honour the original agreement. Amazon claim they can only correct the issue by charging me the full membership for £79.00 and not the original January 2014 price.

Cycrow

But if they gave you £54 back, then you only need to pay £25 for a whole year, not £79.

otherwise, you would still have had to pay £79 for the next year in april anyways.

so you are in a better position than you would have been