Amazon Unauthorised Deductions

L0uL0u74

In September I purchased a phone from Amazon, I returned the item.  I took it to my local drop off point using the delivery label provided by them.  In October I was contacted to be told the box had been received but the wrong phone, I asked for proof.  I was then told that there was no phone just an empty box. Again I asked for proof, I was then told they hadn't received anything.  Again I asked for proof.  They had refunded me already.  I was then sent an email to say I had until now to pay for the phone, I repeatedly asked for evidence and a full investigation.  I have since contacted Hermes or show that the item is still in transit.  They refuse to provide me any evidence, refuse to investigate, refuse to take it up with Hermes.  I have said that I wish to put in a Subject Access Request and asked for a contact name, again they refused.  Today they have contacted my bank and deducted the full amount, even though yesterday they told me that they would work with me to resolve the matter.  How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

Ectophile

They contact details for a Subject Access Request are:-

Their contact details are:-

Amazon EU SARL, Société à responsabilité limitée, 38 avenue John F. Kennedy, L-1855 Luxembourg
Share Capital: EUR 37,500
Registered in Luxembourg
RCS Luxembourg No: B-101818
Business Licence Number: 134248
Luxembourg VAT Registration Number:  LU 20260743

Local Registered Branch:

Amazon EU SARL, UK Branch, 1 Principal Place, London, Worship Street, EC2A 2FA, United Kingdom
Registered in England & Wales
Company No. FC032354
UK Establishment No. BR017427
UK VAT Number: GB 727255821

Talk to your bank if you think the payment was unauthorised.

Aylesbury_Duck

As above, speak to your bank.

A warning: If you're successful in your attempt to get the money refunded, it's possible that Amazon will close your account and blacklist you and your address.

Ergates

L0uL0u74 said:

How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

When you claimed a refund, they paid you an amount of money equal to the original amount of the order.  Now they're disputing the refund (as they believe you're trying to scam them by sending them an empty box) and have reclaimed the money they paid you.   This, essentially, the same way you would do a charge-back against a company you ordered something from that failed to deliver the item.

The issue here is that they're refuting the refund, not that they were able to reclaim the money they *believe* they incorrectly refunded you.  The issue here is that a phone has disappeared.   It's unlikely it's happened at Amazon's end - their employees are treated like serfs and watched over like hawks, so either the courier company or someone between you and the courier company.  When you returned the phone, who engaged the courier?   If it was you, then Amazon won't deal with them as it's your problem.  If it was Amazon, then it's their problem.

LaHostessAvecLaMostess

Ergates said:

L0uL0u74 said:

How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

When you claimed a refund, they paid you an amount of money equal to the original amount of the order.  Now they're disputing the refund (as they believe you're trying to scam them by sending them an empty box) and have reclaimed the money they paid you.   This, essentially, the same way you would do a charge-back against a company you ordered something from that failed to deliver the item.

The issue here is that they're refuting the refund, not that they were able to reclaim the money they *believe* they incorrectly refunded you.  The issue here is that a phone has disappeared.   It's unlikely it's happened at Amazon's end - their employees are treated like serfs and watched over like hawks, so either the courier company or someone between you and the courier company.  When you returned the phone, who engaged the courier?   If it was you, then Amazon won't deal with them as it's your problem.  If it was Amazon, then it's their problem.

The OP has already stated the label was provided by Amazon, but I disagree it is their problem purely because the box had the wrong product in it.  If it was anyone could return anything and say "Case closed."  Clearly the sender can just return "an" item and it's not realistic to assume it was the correct item.

OP has to deal with this through the courts, who may or may not agree with you.  Unfortunately the contracting entity is in Luxembourg and under the rules of the "Grand Duchy of Luxembourg" so good luck enforcing it there, although Luxembourg is a perfectly nice country to visit I'm sure.

Ergates

LaHostessAvecLaMostess said:

Ergates said:

L0uL0u74 said:

How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

When you claimed a refund, they paid you an amount of money equal to the original amount of the order.  Now they're disputing the refund (as they believe you're trying to scam them by sending them an empty box) and have reclaimed the money they paid you.   This, essentially, the same way you would do a charge-back against a company you ordered something from that failed to deliver the item.

The issue here is that they're refuting the refund, not that they were able to reclaim the money they *believe* they incorrectly refunded you.  The issue here is that a phone has disappeared.   It's unlikely it's happened at Amazon's end - their employees are treated like serfs and watched over like hawks, so either the courier company or someone between you and the courier company.  When you returned the phone, who engaged the courier?   If it was you, then Amazon won't deal with them as it's your problem.  If it was Amazon, then it's their problem.

The OP has already stated the label was provided by Amazon, but I disagree it is their problem purely because the box had the wrong product in it.  If it was anyone could return anything and say "Case closed."  Clearly the sender can just return "an" item and it's not realistic to assume it was the correct item.

OP has to deal with this through the courts, who may or may not agree with you.  Unfortunately the contracting entity is in Luxembourg and under the rules of the "Grand Duchy of Luxembourg" so good luck enforcing it there, although Luxembourg is a perfectly nice country to visit I'm sure.

I specifically meant in a scenario in which somebody has to "deal" with the courier - e.g. ask them to investigate if something happened to the parcel in transit - it would be the responsibility ("problem") of the party who engaged the courier to do this.

Le_Kirk

L0uL0u74 said:

I have said that I wish to put in a Subject Access Request (SAR) and asked for a contact name, again they refused.  

This from Amazon web site: -
the data protection officer for the above mentioned data controllers can be contacted at eu-privacy@amazon.co.uk
If you submit a SAR you are only entitled to YOUR data.  Not sure this will suit your purpose but no harm in trying; they have one calendar month to respond.

LaHostessAvecLaMostess

Ergates said:

LaHostessAvecLaMostess said:

Ergates said:

L0uL0u74 said:

How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

When you claimed a refund, they paid you an amount of money equal to the original amount of the order.  Now they're disputing the refund (as they believe you're trying to scam them by sending them an empty box) and have reclaimed the money they paid you.   This, essentially, the same way you would do a charge-back against a company you ordered something from that failed to deliver the item.

The issue here is that they're refuting the refund, not that they were able to reclaim the money they *believe* they incorrectly refunded you.  The issue here is that a phone has disappeared.   It's unlikely it's happened at Amazon's end - their employees are treated like serfs and watched over like hawks, so either the courier company or someone between you and the courier company.  When you returned the phone, who engaged the courier?   If it was you, then Amazon won't deal with them as it's your problem.  If it was Amazon, then it's their problem.

The OP has already stated the label was provided by Amazon, but I disagree it is their problem purely because the box had the wrong product in it.  If it was anyone could return anything and say "Case closed."  Clearly the sender can just return "an" item and it's not realistic to assume it was the correct item.

OP has to deal with this through the courts, who may or may not agree with you.  Unfortunately the contracting entity is in Luxembourg and under the rules of the "Grand Duchy of Luxembourg" so good luck enforcing it there, although Luxembourg is a perfectly nice country to visit I'm sure.

I specifically meant in a scenario in which somebody has to "deal" with the courier - e.g. ask them to investigate if something happened to the parcel in transit - it would be the responsibility ("problem") of the party who engaged the courier to do this.

And the courier says "not our problem."

The end.

Ergates

LaHostessAvecLaMostess said:

Ergates said:

LaHostessAvecLaMostess said:

Ergates said:

L0uL0u74 said:

How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

When you claimed a refund, they paid you an amount of money equal to the original amount of the order.  Now they're disputing the refund (as they believe you're trying to scam them by sending them an empty box) and have reclaimed the money they paid you.   This, essentially, the same way you would do a charge-back against a company you ordered something from that failed to deliver the item.

The issue here is that they're refuting the refund, not that they were able to reclaim the money they *believe* they incorrectly refunded you.  The issue here is that a phone has disappeared.   It's unlikely it's happened at Amazon's end - their employees are treated like serfs and watched over like hawks, so either the courier company or someone between you and the courier company.  When you returned the phone, who engaged the courier?   If it was you, then Amazon won't deal with them as it's your problem.  If it was Amazon, then it's their problem.

The OP has already stated the label was provided by Amazon, but I disagree it is their problem purely because the box had the wrong product in it.  If it was anyone could return anything and say "Case closed."  Clearly the sender can just return "an" item and it's not realistic to assume it was the correct item.

OP has to deal with this through the courts, who may or may not agree with you.  Unfortunately the contracting entity is in Luxembourg and under the rules of the "Grand Duchy of Luxembourg" so good luck enforcing it there, although Luxembourg is a perfectly nice country to visit I'm sure.

I specifically meant in a scenario in which somebody has to "deal" with the courier - e.g. ask them to investigate if something happened to the parcel in transit - it would be the responsibility ("problem") of the party who engaged the courier to do this.

And the courier says "not our problem."

The end.

The only point is who the courier says "not our problem" to, and who would have to deal with *them* in court if it came to that.  As Amazon arranged the courier then the OPs case is against Amazon not the courier.

LaHostessAvecLaMostess

Ergates said:

LaHostessAvecLaMostess said:

Ergates said:

LaHostessAvecLaMostess said:

Ergates said:

L0uL0u74 said:

How can it be right for a company like Amazon to take money from my account without my consent.  I can't use Resolver, I tried, Amazon don't respond to Resolver.  I have emailed and emailed and get no where.  Customer service have no authority.  This is a mobile phone, so track it, you can easily find a mobile and where it is being used.  Please someone advise me.

When you claimed a refund, they paid you an amount of money equal to the original amount of the order.  Now they're disputing the refund (as they believe you're trying to scam them by sending them an empty box) and have reclaimed the money they paid you.   This, essentially, the same way you would do a charge-back against a company you ordered something from that failed to deliver the item.

The issue here is that they're refuting the refund, not that they were able to reclaim the money they *believe* they incorrectly refunded you.  The issue here is that a phone has disappeared.   It's unlikely it's happened at Amazon's end - their employees are treated like serfs and watched over like hawks, so either the courier company or someone between you and the courier company.  When you returned the phone, who engaged the courier?   If it was you, then Amazon won't deal with them as it's your problem.  If it was Amazon, then it's their problem.

The OP has already stated the label was provided by Amazon, but I disagree it is their problem purely because the box had the wrong product in it.  If it was anyone could return anything and say "Case closed."  Clearly the sender can just return "an" item and it's not realistic to assume it was the correct item.

OP has to deal with this through the courts, who may or may not agree with you.  Unfortunately the contracting entity is in Luxembourg and under the rules of the "Grand Duchy of Luxembourg" so good luck enforcing it there, although Luxembourg is a perfectly nice country to visit I'm sure.

I specifically meant in a scenario in which somebody has to "deal" with the courier - e.g. ask them to investigate if something happened to the parcel in transit - it would be the responsibility ("problem") of the party who engaged the courier to do this.

And the courier says "not our problem."

The end.

The only point is who the courier says "not our problem" to, and who would have to deal with *them* in court if it came to that.  As Amazon arranged the courier then the OPs case is against Amazon not the courier.

Yes, I already said that.

It's largely irrelevant because the OP isn't going to be taking Amazon to court.

born_again

Aylesbury_Duck said:

As above, speak to your bank.

A warning: If you're successful in your attempt to get the money refunded, it's possible that Amazon will close your account and blacklist you and your address.

And Amazon contesting, as no goods returned & OP being redebited.