Amazon prime

GrubbyGirl_2

born_again said:

GrubbyGirl_2 said:

get him to do a subject access request and ask amazon for any and all information that they hold that will include where his debit card is being used if there is a possibility of someone else fraudulently using his debit card.   But the SAR will give you details of all the accounts held and when his debit card has been used.  That hopefully will show that they have either been taking payments twice for the same account, or will show which accounts he holds.  I would put money on him unknowingly opening another account

A SAR will only show the details of the ACC holder. it will not show anything in relation to other accounts. 

His payment method has his name on so he is entitled to that information under a SAR and he will get information as to which accounts it is linked to even if it is not his account.  If it's only linked to one account then he will have a legitimate claim to be refunded for all the duplicate payments if they have charged him twice for 1 account.  If it's linked to someone else's account or 2 accounts in his name them he will be able to take action

gettingtheresometime

Is there a payment reference on the bank statement entry? If it's the same then it suggests an erroneous payment, if it's different then that suggests two prime accounts

born_again

GrubbyGirl_2 said:

born_again said:

GrubbyGirl_2 said:

get him to do a subject access request and ask amazon for any and all information that they hold that will include where his debit card is being used if there is a possibility of someone else fraudulently using his debit card.   But the SAR will give you details of all the accounts held and when his debit card has been used.  That hopefully will show that they have either been taking payments twice for the same account, or will show which accounts he holds.  I would put money on him unknowingly opening another account

A SAR will only show the details of the ACC holder. it will not show anything in relation to other accounts. 

His payment method has his name on so he is entitled to that information under a SAR and he will get information as to which accounts it is linked to even if it is not his account.  If it's only linked to one account then he will have a legitimate claim to be refunded for all the duplicate payments if they have charged him twice for 1 account.  If it's linked to someone else's account or 2 accounts in his name them he will be able to take action

What you are suggesting will be on the other, possible fraud account. NOT the OP's which is all the SAR will show.
They will not trawl through all the millions of accounts to see if customer name crops up.

So as the OP only has one email, that is all the SAR would show, details of that account.

Image how many people have the same name. They can not add their details in a SAR, as that would be a major breech of GDPR.
Card number is not stored in any customer account details. So forget that way of checking.

deannagone

I would also try escalation-callback@amazon.co.uk, or email the CEO of amazon (google it).  They are often helpful when standard Amazon customer services give a computer says no response.

chelle_chelle

Oooh fab ideas thank you will get him to to try those ways too 🤞

Loza2016

screech_78 said:

Loza2016 said:

Could it be Amazon prime video? This is extra on top of Amazon prime. Usually get a 30 day free trial then it rolls over into a 8.99 monthly charge. 

It isn’t. Prime Video is included in the cost of prime (currently £8.99 per month).

Thanks for that my husband was told he was paying twice because his prime video was extra. After a lengthy telephone discussion with Amazon they have refunded just under £150 to our account this morning. They said in the end he had an account link to his email & an account linked to his mobile number. 

OP hope you get yours sorted. Just add Amazon did try and fob him off before he spoke to a manager and it got sorted. 

chelle_chelle

Ooh thanks that gives us a bit of hope 🤞… we skipped the first bit and went straight through the CEO as suggested and are in correspondence with them now so hopefully we’ll get to the bottom of it and get it sorted …. I’ll update as soon as we hear back thanks to all for advice etc again 🙏

chelle_chelle

Here you go all….. 
exec customer service personnel got back to my partner and cutting out the middle it turned out there was an account with our joint email from many years ago whereby they just linked his name with debit card and automatically updated it hence the second payment every month 🤦‍♀️….. they have now cancelled and closed that account and are refunding 2 years 6 months if the payments which is very fair considering my partner had not picked this up before now 👏🏻….. 
lesson harshly learnt always keep a check on bank outgoings as nowadays payments to companies can be continued when you have a new debit card without getting your consent to update it…..
thank you all for your advice would have been lost without you 😘