Disgusting Amazon customer service. Nowhere to turn.

PWFZ12

To summarise, my Amazon account was hacked in July and two Apple products were fraudulently purchased. One of the items was purchased using my own debit card. The second fraudulent purchase was made using a debit card belonging to my elderly mother whose card details I had stored on my Amazon account to help with the purchase of presents etc. 

Amazon was contacted about the fraud immediately but the items had already been posted with delivery scheduled the following day at my local post office. I actually caught the culprit red-handed in the post office who was busy abusing staff whilst showing fake ID and demanding the goods be handed over! I have photographic proof of this moment and staff at the post office are happy to confirm and verify.

Despite numerous calls to Amazon, a written complaint sent to Amazon’s Country Manager John Boumphrey and a report submitted to Action Fraud nothing has been rectified and along with my mother we are both desperate to bring this entire debacle to a conclusion.

Amazon refuse to help and despite the many calls made to them they believe that I did indeed purchase the items when I didn’t. My account is impossible access as the hacker has activated 2-step-authentication to go to their phone and email address instead of mine.

The items that were fraudulently purchased remain in my possession in their unopened Amazon packaging boxes waiting to be returned. 

Meanwhile, the bank has now taken back the temporary credit they issued in July and I’m out of pocket. How can this be right??! 

I have no idea where to turn or who to contact next

Help!

[Deleted User]

If you've acknowledged having the goods, then its unsurprising the credit has been reversed.

Why not return them for a refund? That gets round the immediate problem.

Then request that your account is closed and report the two cards lost.

PWFZ12

Amazon don't know we have the goods. And they don't close the account. We've already tried all this 5 times. Each time we call them we're told we'll get an email from the fraud team within 24 hours. Nothing ever arrives. The thought of having to phone them again fills me with dread as I never get anywhere with them. 

elsien

Can you return items if you can’t get into your account to do so? Having said that, OP sounds well outside of the usual returns window. 

Sandtree

PWFZ12 said:

To summarise, my Amazon account was hacked in July and two Apple products were fraudulently purchased. One of the items was purchased using my own debit card. The second fraudulent purchase was made using a debit card belonging to my elderly mother whose card details I had stored on my Amazon account to help with the purchase of presents etc. 

Amazon was contacted about the fraud immediately but the items had already been posted with delivery scheduled the following day at my local post office. I actually caught the culprit red-handed in the post office who was busy abusing staff whilst showing fake ID and demanding the goods be handed over! I have photographic proof of this moment and staff at the post office are happy to confirm and verify.

Despite numerous calls to Amazon, a written complaint sent to Amazon’s Country Manager John Boumphrey and a report submitted to Action Fraud nothing has been rectified and along with my mother we are both desperate to bring this entire debacle to a conclusion.

Amazon refuse to help and despite the many calls made to them they believe that I did indeed purchase the items when I didn’t. My account is impossible access as the hacker has activated 2-step-authentication to go to their phone and email address instead of mine.

The items that were fraudulently purchased remain in my possession in their unopened Amazon packaging boxes waiting to be returned. 

Meanwhile, the bank has now taken back the temporary credit they issued in July and I’m out of pocket. How can this be right??! 

I have no idea where to turn or who to contact next

Help!

PWFZ12 said:

Amazon don't know we have the goods. And they don't close the account. We've already tried all this 5 times. Each time we call them we're told we'll get an email from the fraud team within 24 hours. Nothing ever arrives. The thought of having to phone them again fills me with dread as I never get anywhere with them. 

So you went from being a victim of fraud to being a fraudster yourself?

The very next day to the fraud you obtained the products. This would have all been easily resolved by giving Amazon the explanation, the crime reference number from when the cops took in the person trying to collect them and then returned the goods for a full refund.

You should thank your mum for the present she bought you and be hopeful that Amazon dont find this thread and tell the police there is a second crime being committed on this case.

PWFZ12

What on earth??! Ok, you've completely misunderstood the post. Perhaps I haven't explained it properly.

We are trying to get the goods sent back but nobody at Amazon "can/will assist." The items are sitting here waiting to be returned and we have nothing to hide. The police haven't caught the person responsible for the fraud and the nightmare continues.  

pinkshoes

I don't understand why you didn't get the items returned to Amazon. Why did you collect them from the post office??

So you are not out of pocket at all because you have the goods at the moment. This is why the bank clawed the money back.

Within distance selling you have 14 days to let them know the products are going to be returned and another 14 days to return them. Why was this not done?

You are now well outside the time frame to return them, although you could always try sending them back ASAP then insisting on a return, and sending a threat of court if they don't refund. 

Ultimately, the hacking of the account would have been down to you, from either poor password protection or poor security on your phone/pc. Have you had your phone/PC checked for viruses and data loggers? Have you changed passwords on all other accounts?

Sandtree

PWFZ12 said:

What on earth??! Ok, you've completely misunderstood the post. Perhaps I haven't explained it properly.

We are trying to get the goods sent back but nobody at Amazon "can/will assist." The items are sitting here waiting to be returned and we have nothing to hide. 

Then your previous post where you said that Amazon doesn't know that you have the goods was wrong as its in direct contradiction to the above where you say you've spoken to them about returning them. 

y3sitsm3

Sandtree said:

PWFZ12 said:

What on earth??! Ok, you've completely misunderstood the post. Perhaps I haven't explained it properly.

We are trying to get the goods sent back but nobody at Amazon "can/will assist." The items are sitting here waiting to be returned and we have nothing to hide. 

Then your previous post where you said that Amazon doesn't know that you have the goods was wrong as its in direct contradiction to the above where you say you've spoken to them about returning them. 

That and their chargeback wouldn't have been reversed without Amazon showing them proof of delivery.

the_lunatic_is_in_my_head

pinkshoes said:

I don't understand why you didn't get the items returned to Amazon. Why did you collect them from the post office??

So you are not out of pocket at all because you have the goods at the moment. This is why the bank clawed the money back.

Within distance selling you have 14 days to let them know the products are going to be returned and another 14 days to return them. Why was this not done?

You are now well outside the time frame to return them, although you could always try sending them back ASAP then insisting on a return, and sending a threat of court if they don't refund. 

Ultimately, the hacking of the account would have been down to you, from either poor password protection or poor security on your phone/pc. Have you had your phone/PC checked for viruses and data loggers? Have you changed passwords on all other accounts?

Amazon doesn't provide the correct required information so OP can actually cancel the contract and return the goods within 1 year and 14 days from delivery.

It appears OP is somewhere around being an involuntary bailee, they didn't order the goods so are obligated to take reasonable care until the owner collects them. 

neilmcl

PWFZ12 said:

What on earth??! Ok, you've completely misunderstood the post. Perhaps I haven't explained it properly.

We are trying to get the goods sent back but nobody at Amazon "can/will assist." The items are sitting here waiting to be returned and we have nothing to hide. The police haven't caught the person responsible for the fraud and the nightmare continues.  

So you just stood there and took pictures of the culprit trying to get the parcels rather than get the police involved or even tackled the guy yourself?