Problem with Amazon account

lynxptc

Hope this is the right forum, if not could someone move this post?

I’ve had my amazon account for about 6 years now and about 4 months ago I found I couldn’t login. I contacted customer services who told me that the account was under review and that a “specialist team” would get back to me within 24 hours which they never did. I’ve sent numerous emails over the months asking for more information, even volunteering my own personal information such as name, address, recent orders, last 4 digits of registered card etc in an attempt to find out what’s going on.

A few days ago I somehow managed to login using the mobile app and I noticed there was a message next to one of my old orders saying “payment method revision required” so I clicked on this. Almost £50 for the order (which had already been paid) was then immediately debited from my card with no warning or authorisation. I thought maybe I had an outstanding balance but the account remains locked.

I contacted amazon yet again but I just get the usual pre-written response saying “your account is being reviewed by a specialist department and we have no access to it and we will contact you in 24 hours. Then it seems to be 48 hours and just recently 5 working days.

It’s been 4 months now, it doesn’t take 4 months to review an account.

I don’t know what to do. Obviously I want the £50 back they just debited but more importantly I want the account back or at least an explanation as to what is going on.

My Alexa doesn’t work any more, I can’t access my files or photos stored with amazon and I can’t access my music playlist.

I don’t know who else I can contact at amazon. They don’t seem to have a registered UK postal address to send a letter to and the only way I can contact them is through the automated chat or phone and I just get the same robotic answers.

Any advice would be appreciated.

boo_star

Chargeback would be your only option to get the money back.

What did you do to get them upset with you? It's usually taking the mick with returns, did you do that?

lynxptc

No I very rarely return. I think it could be one of two things. The first is that my card was stolen about 4 months ago (when this all started) and amazon are always doing £1 “verification checks” so that may have been flagged. The second is the revised payment method issue thing. But whatever it is they should have replied and told me what’s going on.

Is there a postal address for amazon to write them a letter? I can only find one in Luxembourg?

Fosterdog

This might be one of the times that it would be better to phone them instead of emailing so you can speak to an actual person.

DCFC79

As suggested try phoning them, not sure they could tell you why its been suspended but you can ask, maybe ask how long it could be.

Oh and do the chargeback with your bank.

[Deleted User]

Try:

Amazon UK
1 Principal Place
Worship Street
London
EC2A 2FA

lynxptc

Tried calling. Got through to a robot at an offshore call centre who just kept saying the same thing. He can’t access the account only the “specialist team” can and all he can do is send them a message and wait 24 hours. Yes I’ll do the chargeback. Thanks for the address and the advice

[Deleted User]

If you do decide to chargeback, expect to lose access to Amazon and their related services forever. You really need to understand the issue first. The circumstances you describe sound like either a fraud issue or a returns issue.

lynxptc

If only I could get through to someone higher than the ordinary offshore customer service team. Does anyone know how to get through to a higher department to speak to a senior manager/supervisor?

reason2

email Jeff@amazon.com, it gets passed to an executive team and usually more responsive.