Someone ordered gift cards off my account & Amazon keep ignoring my messages about it. What do I do?

CLEARANCE_FEE

Back in December I had someone (unknown) gain my Amazon password and order 15 Play Station Network (PSN) gift cards off of my Amazon account. PSN gift cards are never posted and the code needed to use them is displayed on the Amazon account so a scammer only needs access to an account to get the codes.

When I noticed this I immediately contacted Amazon who said they would not be helping me and to contact my bank.

I contacted my bank who told me the correct procedure is for Amazon to investigate first then if that fails to contact my bank however as Amazon told me to contact my bank a charge back was now my only course of action. 11 of the transaction were refunded however Amazon disputed four of them (billed to my LTD company) on the grounds the deliver address (remember these are not physical delivery goods) was my parents house so a family member lived there.

It is also worth noting that the charge back dispute stated these were ordered from an I.P. address in London. 470 miles from where I live and 600 miles from my parents house.

When I contacted my bank regarding this I kind of got the impression that if Amazon disputes the charge back for any reason, no mater how obviously wrong that the there is nothing the back can do to get my money back.

Every time I have contacted Amazon. I believe 7 times now over the last 6 weeks they keep telling me they have passed it onto another department who I can’t contact they have to contact me. This department either ignores me or sends me a generic email apart from one time when I did receive a “proper” reply Informing me they has passed this onto a different department - who never got back to me.

I have threatened Amazon with trading standards however from reading other people stories I don’t think trading standards can do much and if Amazon keeps ignoring me I don’t know where to turn.

I also believe Amazon had the ability to stop this and have created a system that can be exploited. In the past I have hand an email code sent to me which I need to enter into Amazon to order stuff and as the I.P. was so different from mine I don’t now why this did not happen. Not to mention Amazon automatically saving my card details and displaying purchased code in the Amazon account.

As Amazon just ignore me and as such I can't get a refund from them where do I go from here?

TDLR: Some ordered gift cards off my Amazon account. Bank have done all they can and Amazon keep ignoring my messages. What do I do now?

Ectophile

Try going back to your bank, and insisting on a refund of the other transactions.  If they don't, start a formal complaint with the bank.

born_again

It should have been dealt with as fraud and your card stopped and replaced. Not a simple dispute chargeback which can be rejected.

TBH. The likes of Amazon & other companies should not be passing you on to the bank to deal. They know what has happened and just hope that either people do not bother, or that there is some evidence that they can use to contest the chargeback. 

CLEARANCE_FEE

born_again said:

It should have been dealt with as fraud and your card stopped and replaced. Not a simple dispute chargeback which can be rejected.

It was dealt with as fraud and the bank canceled my card. Amazon them submitted the mentioned "evidence" it was me that made the orders and the bank said there is nothing they could do. In later phone calls Bank of Scotland told me it's not even fraud because the orders were placed from my account. I just don't know what to do next.

born_again

Is this a personal Amazon acc or a company one?
As how would anyone know your company address, unless it was linked in your amazon acc prevoiusly.
When your bank contacted you to say Amazon had provided this ex=vidence. You should have told then that your amazon acc was compromised and as such these were not made by you. They could then have gone back saying that they were fraud. You should have had to sign a form on this.

Ectophile

CLEARANCE_FEE said:

born_again said:

It should have been dealt with as fraud and your card stopped and replaced. Not a simple dispute chargeback which can be rejected.

It was dealt with as fraud and the bank canceled my card. Amazon them submitted the mentioned "evidence" it was me that made the orders and the bank said there is nothing they could do. In later phone calls Bank of Scotland told me it's not even fraud because the orders were placed from my account. I just don't know what to do next.

You go back to the bank on Monday, and make a formal complaint over the way that they have handled it.  Then you wait for the result of the complaint.

If you don't like that result, you go to the Financial Ombudsman.  But you have to finish the bank's complaints procedure first.

born_again

If Amazon have provided proof of delivery address etc. Then bank have done nothing wrong. Then I can see any complaint failing. But always worth a try.

George_Michael

CLEARANCE_FEE said:

It is also worth noting that the charge back dispute stated these were ordered from an I.P. address in London. 470 miles from where I live and 600 miles from my parents house.

That in itself isn't proof of anything as it's extremely easy to change your IP address and location by changing their server through a VPN service.

Blackbeard_of_Perranporth

I have had my amazon account for the last 17 years and not once has it even come close to being hacked. It has for quite a while now had dual authentication to log in. 
OP did you play games on your PS4 with a friend? if so, your friend may not be your friend!