Amazon refund after fraudulent account access

youngy81

Hi

Has anyone had any difficulties with Amazon UK in obtaining a refund after fraudulent access? Had a purchase made last week that Amazon have recognised as being due to unauthorised access of my account. Amazon have stated that it is up to the bank to refund whilst the bank have said the liability rests with Amazon as it was their security systems at fault.

Going round in circles with no sign of a refund in sight and that's even when I've involved the UK customer service director.

Can anyone offer any advice how to proceed further.

Thanks

unholyangel

Your bank - they were unauthorised purchases (providing the purchases weren't made by someone you allowed access to your account perhaps). If they refuse, either to accept a claim or the claim itself, then ask for a letter of deadlock & complain to the financial ombudsman.

The bank would need to prove you'd been grossly negligent for you to have any liability. Not just negligent, but grossly so. And in the case of credit (either credit card or use of overdraft) then I believe that liability is limited to £50 even if you have been grossly negligent.

[Deleted User]

Far more detail required for an informed answer..

youngy81

RBS say they can only investigate it as a fraud case not a retail dispute. The Issue is the person they would investigate for fraud would be the account holder i.e. me and that will have ramifications for credit ratings and similar. They are extremely surprised Amazon won't refund the money as their systems were compromised.

Its not a huge amount I'm out of pocket by but these 2 are sending consumers round in circles with no resolution in sight- that can't be right .

shaun_from_Africa

youngy81 wrote: »

They are extremely surprised Amazon won't refund the money as their systems were compromised

If the Amazon system was hacked then yes, Amazon should refund you in full but if the scammer managed to get hold of your log in details either from your computer/tablet/phone or by using a phishing e-mail then Amazon aren't really at fault.

Have Amazon explained how the breach occurred?

[Deleted User]

youngy81 wrote: »

Hi

Has anyone had any difficulties with Amazon UK in obtaining a refund after fraudulent access? Had a purchase made last week that Amazon have recognised as being due to unauthorised access of my account. Amazon have stated that it is up to the bank to refund whilst the bank have said the liability rests with Amazon as it was their security systems at fault.

Going round in circles with no sign of a refund in sight and that's even when I've involved the UK customer service director.

Can anyone offer any advice how to proceed further.

Thanks

youngy81 wrote: »

RBS say they can only investigate it as a fraud case not a retail dispute. The Issue is the person they would investigate for fraud would be the account holder i.e. me and that will have ramifications for credit ratings and similar. They are extremely surprised Amazon won't refund the money as their systems were compromised.

Its not a huge amount I'm out of pocket by but these 2 are sending consumers round in circles with no resolution in sight- that can't be right .

How exactly were Amazon's systems 'compromised' as this would have a major impact on any advice offered?

soolin

youngy81 wrote: »

RBS say they can only investigate it as a fraud case not a retail dispute. The Issue is the person they would investigate for fraud would be the account holder i.e. me and that will have ramifications for credit ratings and similar. They are extremely surprised Amazon won't refund the money as their systems were compromised.

Its not a huge amount I'm out of pocket by but these 2 are sending consumers round in circles with no resolution in sight- that can't be right .

Exactly what do you mean by the Amazon system being compromised? There has been no announcement that they have had a widespread issue, nor can I see any mentions of this being an issue if you google. Do you actually mean that your account only was compromised in some way, if so how, was it an insecure password, or did you fall for a dodgy email?

If you mean Amazon have told you that they have allowed your account to be compromised in some way, if so phone again and point out that this fraud was as a result of their issue and should therefore be put right by them.

DCFC79

A weak password ?
Have you divulged your details to anyone ?
Could anyone else have had access to the pc/tablet where you were logged in ?

DoaM

Did Amazon ship the goods?

Where were they shipped to?

youngy81

It was an gift card sent electronically to my email and then used by someone else I assume. So looks like both my email and Amazon details were used by someone else.

Never responded to any phishing emails or given passwords out to anyone so have no idea how. Passwords combos of words/letters.

Have 2 step verification now on all my accounts, should behave done it before I suppose.

Still appalling that neither Amazon or RBS are unwilling to refund.

Rainbowgirl84

Looks like 'your system' was compromised, not the banks or Amazon's?