Amazon have closed my account in error

SJAM

I asked Amazon to close my deceased husband's account and I got a confirmation email on the 17th Feb 2021 confirming it was closed.  I have my own Amazon account (just an ordinary customer account, I am not a seller) with a totally different name and a totally different email address.  I use Amazon a lot as I live in a rural spot, I have Amazon Prime and an Echo Dot. Halfway through the day on the 11th March my account just disappeared!  I called customer service and they had no trace of me when they checked my details and recent order numbers, they even asked if I was sure I had an account, I explained something had been delivered from Amazon as I was speaking to them!  I told them that my husband's account had been closed almost one month before and perhaps there had been some mix up.  They said Bereavement Support had closed my account in error but they have no way of contacting them and that I should reply to their email from February telling them what had happened.  Bereavement Support won't even answer my emails and have no contact phone number, I can't do online chat as I do not exist as far as Amazon are concerned and customer service say they cannot help and can only suggest I open a new account.  I don't want to do this because I have bought so much over the last few months and need the purchase history and also I have paid for Prime and cannot use my Echo Dot. I contacted Consumer Advice through Citizen's Advice, who were not very helpful, they said to send an email or find an address to write to telling Amazon they are in breach of contract as I had paid for Prime and Alexa.  Does anyone have any suggestions?  Or contact details for Amazon where someone actually will listen to my complaint?  Thanks in advance!

davidmcn

SJAM said:

customer service say they cannot help and can only suggest I open a new account.  I don't want to do this 

Yes, but it would at least allow you to use the online chat to help sort it out?

SJAM

Yes but I fear once I do that there will be no going back and they'll never sort it for me!

pbartlett

set up a second account - use a different email address.  this will allow you to contact them

ask if you subscriptions can be ported across or, if not, the outstanding balance either refunded or put as a credit on your new account.

 i am sure at this time the last think.you want is hassle. Amazon customer service are usually pretty good
 

Forwandert

If by any chance you are using a googlemail account put a full stop in the first part of your email address when registering again (the part before the @) and everything will still go to your usual email address. 

Asghar

SJAM said:

I asked Amazon to close my deceased husband's account and I got a confirmation email on the 17th Feb 2021 confirming it was closed.

Did you send the initial email from your email address, linked to your own account?

SJAM

Yes I sent it from my email address because I needed to attach and death certificate, they closed my husband's account straight away, it was very clear that I didn't want my account closed and it was closed almost a month later. That is a good idea about setting up a new email although my daughter made contact for me from her account and once she got someone she explained the situation and then account closures sent an email saying I had requested I close the account so there was nothing they could do, when I explained this wasn't the case they ignored all further correspondence from me and my daughter - it's so frustrating!

Jumblebumble

I would be sending Amazon UK a small claims court summons for your lost money  including the UK managing director ( John Boumphrey) as a witness
You will see how fast they sort it out when this drops on the legal teams desk instead of the lazy fools you have been dealing with so far.