Purchased £2000+ worth of Amazon Gift Cards, unable to spend them.

RefluentBeans

OP your best bet is to get in contact with the social worker. They should be looped in as this is sounding very strange and if the Amazon account is a lifeline for this individual, Amazon may just shut it down if they feel the person here is using it for illicit activities.

user1977

zlorf said:

elsien said:

 I agree with the other’s comments. Collecting cash from social services seems an odd way of going about things. I’m guessing they have an appointee for their benefits if they don’t have their own bank account, which implies possibly some concerns around their capacity around finances. So was this decision to buy 2K worth of Amazon cards a way to circumvent any protective measures in place? Because if it was that’s a safeguarding, as you have seriously over reached a financial duty of care.

Because otherwise I really don’t see why they couldn’t just either open a bank account or get a pre-paid card and buy it themselves. Or ask their appointee to buy it for them. 

To answer your question though, Amazon don’t really have a clear escalation method for complaints. Have they given you any sort of reason why the email says that you’ve violated the gift card policy? To be honest it probably just looks dodgy AF, as you have acknowledged. Was  the account created specifically for this with no other purchases because if so, it’s probably set off all their fraud alerts. 

You also need to bear in mind that to you  get this resolved this time of year,  they are going to be inundated with returns and questions and getting replies is not going to be a quick process. You may have to persevere through live chat, and make sure you’re downloading copies of all the chats. Although I’m told that the phone staff can be slightly more help than live chat.
the alternative is to try and get hold of someone via Twitter, or use this email address.  managingdirector@amazon.co.uk.

No, the individual's Amazon account is 2+ years old and has been used to make many purchases (using Gift Card credit bought with cash from supermarkets) for both big and small items. Some of the largest/most expensive purchases included a gaming chair and a PS5 console, plus games, etc. This is the largest purchase of Gift Cards, and the largest single purchase, to date, though.

No specifics have been mentioned about any particular part of the Gift Card policy at all - and I've looked through it, and can't see they have broken any of the terms and conditions.

I think it's one of these things where they don't want to have an explicit policy or tell you exactly what will set off their alarm bells, as doing so would just help fraudsters sail as close as possible to those parameters. You may just have been (un)lucky that previous purchases haven't been queried.

GDB2222

RefluentBeans said:

OP your best bet is to get in contact with the social worker. They should be looped in as this is sounding very strange and if the Amazon account is a lifeline for this individual, Amazon may just shut it down if they feel the person here is using it for illicit activities.

I don’t understand how this overworked social worker is going to achieve anything that the OP can’t do?

I don’t think that the right person at Amazon has looked at this yet. Eventually, that should happen, and the social worker can be called in then to back up the OP’s honest but rather unusual story about how the gift cards were bought. it may be that, now all those receipts have been submitted, at last, things will start to move at Amazon's end, anyway.

It may be necessary to issue proceedings, but I think that is premature at this stage. 

Okell

I agree with those suggesting getting the client's social worker/social services dept involved.

At the moment Amazon have £2k's worth of social services money and they aren't providing the goods.

To my mind that is worth more to the local authority than the SW (or their manager) spending 10 minutes drafting a letter on official LA letterheading to amazon explaining what is going on and confirming that there is no suspicious activity.

If amazon still won't budge it gives more ammunition for a complaint.

If amazon don't want people spending £2k of gift vouchers on purchases I'm sure it's not beyond their whit to write an algorithm that would not allow an order to be placed in the first place.

Having said that, I agree that the OP needs to come up with a better method of spending the cleint's money.  (So long as a proper paper audit trail is kept why can't the client give their cash to the OP for the OP to purchase on their behalf?  Or why can't a basic bank account be set up in the OP's name - with proper audit safeguards?  It seems no more of a financial risk to social services than the OP buying gift cards using the client's cash)  [Edit:  I'm sure there are very good reasons for the way in which these purchases are made by the OP on the client's behalf, but I wonder if this method is one that the local authority's finance/internal audit people are aware of, or whether it was dreamt up by social services/the SW with no finance input?  I'm concerned that the OP is leaving themself open to all manner of accusations of fraud]

Undervalued

GDB2222 said:

RefluentBeans said:

OP your best bet is to get in contact with the social worker. They should be looped in as this is sounding very strange and if the Amazon account is a lifeline for this individual, Amazon may just shut it down if they feel the person here is using it for illicit activities.

I don’t understand how this overworked social worker is going to achieve anything that the OP can’t do?

I don’t think that the right person at Amazon has looked at this yet. Eventually, that should happen, and the social worker can be called in then to back up the OP’s honest but rather unusual story about how the gift cards were bought. it may be that, now all those receipts have been submitted, at last, things will start to move at Amazon's end, anyway.

It may be necessary to issue proceedings, but I think that is premature at this stage. 

Firstly because the social worker apparently authorised this very strange arrangement so is (hopefully) fully responsible for the consequences.

Secondly because a local authority employed social worker has extensive in house legal resources to call on if necessary to protect the client's best interest.

Providing the OP has only acted as instructed / authorised by the social worker then I feel they have already done all that can be expected of them.

Finally I cannot see any circumstances where this extraordinary arrangement can be a proper way of dealing with a vulnerable client's finances. That needs bringing to the attention of those higher up.

Frankly, anything to do with gift cards / vouchers always seems to reduce the protection compared to money remaining in the normal banking system. Unlikely with Amazon but there is no protection at all, beyond being an unsecured creditor if the company goes bust. AFAIK there is also no access to the FOS in the event of a dispute, as there would be normal bank account or credit card.

born_again

sheramber said:

zlorf said:

Grumpy_chap said:

Debbie9009 said:

 they may want to know why gift cards are being used instead of using the prepaid card,

That question crossed my mind.
The type of prepaid card I am aware of can be used in the same way as a debit card for online purchases.  
There may be other types of prepaid card that work differently.

Indeed, there are different types. The particular prepaid card available to the individual is limited in its use and can't be used online. I would be happy to share this information with the correct Amazon department if they were remotely interested!

Thanks to everyone who suggested Amazon's social media for help. I must say it's not something that would have crossed my mind.

I used to use Amazon a lot in the past, not so much recently. I remember their customer services being far more willing and able to help, and less "computer says no" in their approach. Companies change, I guess.

It is common scam to ask someone to buy Amazon gift cards and buy something for them. The money for the cards is never repaid.

I expect that is what has triggered a fraud alert on this purchase. 

You could try raising a complaint with Amazon. 

Your right on the fraud alert.
I can see this ending up with the social finance dept getting involved as this may end up with their accounts coming into play to show source of funds. Which someone will not be happy about.
 
Not sure about the complaint.
I could see Amazon just shutting the account.

Same with OP just keeping ordering item. Makes it look suspicious to get the item before it is fully reviewed by the correct team. Which front line will have no power over.

zlorf

born_again said:

sheramber said:

zlorf said:

Grumpy_chap said:

Debbie9009 said:

 they may want to know why gift cards are being used instead of using the prepaid card,

That question crossed my mind.
The type of prepaid card I am aware of can be used in the same way as a debit card for online purchases.  
There may be other types of prepaid card that work differently.

Indeed, there are different types. The particular prepaid card available to the individual is limited in its use and can't be used online. I would be happy to share this information with the correct Amazon department if they were remotely interested!

Thanks to everyone who suggested Amazon's social media for help. I must say it's not something that would have crossed my mind.

I used to use Amazon a lot in the past, not so much recently. I remember their customer services being far more willing and able to help, and less "computer says no" in their approach. Companies change, I guess.

It is common scam to ask someone to buy Amazon gift cards and buy something for them. The money for the cards is never repaid.

I expect that is what has triggered a fraud alert on this purchase. 

You could try raising a complaint with Amazon. 

Your right on the fraud alert.
I can see this ending up with the social finance dept getting involved as this may end up with their accounts coming into play to show source of funds. Which someone will not be happy about.
 
Not sure about the complaint.
I could see Amazon just shutting the account.

Same with OP just keeping ordering item. Makes it look suspicious to get the item before it is fully reviewed by the correct team. Which front line will have no power over.

Amazon's customer services had told me to "place another order", after once again advising me to wait 48 hours for an email response from "accounts" - which never materialised. Except for another copy of the same template email which states "we cancelled your order for your own protection because we could not verify your information".

I asked for the agent to email this instruction to "place another order", so we would have some written proof should things go wrong. Fair play to him, he emailed a statement immediately.

This would be attempt #3 to order the TV. As the previous comment said, I'm concerned about Amazon just closing the account and along with it my client loses his Amazon credit balance. Despite their clear instructions to do so.

Very unsure about what to do here 

RefluentBeans

zlorf said:

born_again said:

sheramber said:

zlorf said:

Grumpy_chap said:

Debbie9009 said:

 they may want to know why gift cards are being used instead of using the prepaid card,

That question crossed my mind.
The type of prepaid card I am aware of can be used in the same way as a debit card for online purchases.  
There may be other types of prepaid card that work differently.

Indeed, there are different types. The particular prepaid card available to the individual is limited in its use and can't be used online. I would be happy to share this information with the correct Amazon department if they were remotely interested!

Thanks to everyone who suggested Amazon's social media for help. I must say it's not something that would have crossed my mind.

I used to use Amazon a lot in the past, not so much recently. I remember their customer services being far more willing and able to help, and less "computer says no" in their approach. Companies change, I guess.

It is common scam to ask someone to buy Amazon gift cards and buy something for them. The money for the cards is never repaid.

I expect that is what has triggered a fraud alert on this purchase. 

You could try raising a complaint with Amazon. 

Your right on the fraud alert.
I can see this ending up with the social finance dept getting involved as this may end up with their accounts coming into play to show source of funds. Which someone will not be happy about.
 
Not sure about the complaint.
I could see Amazon just shutting the account.

Same with OP just keeping ordering item. Makes it look suspicious to get the item before it is fully reviewed by the correct team. Which front line will have no power over.

Amazon's customer services had told me to "place another order", after once again advising me to wait 48 hours for an email response from "accounts" - which never materialised. Except for another copy of the same template email which states "we cancelled your order for your own protection because we could not verify your information".

I asked for the agent to email this instruction to "place another order", so we would have some written proof should things go wrong. Fair play to him, he emailed a statement immediately.

This would be attempt #3 to order the TV. As the previous comment said, I'm concerned about Amazon just closing the account and along with it my client loses his Amazon credit balance. Despite their clear instructions to do so.

Very unsure about what to do here 

Talk to the social worker. Not only for your clients protection, but for your protection. If poop hits the fan, you may need to show you weren’t even thinking about taking advantage and looping everyone in is the best thing to do. 

If this method of funding isn’t working there needs to be something else put into place for your client. 

Okell

zlorf said:

born_again said:

sheramber said:

zlorf said:

Grumpy_chap said:

Debbie9009 said:

 they may want to know why gift cards are being used instead of using the prepaid card,

That question crossed my mind.
The type of prepaid card I am aware of can be used in the same way as a debit card for online purchases.  
There may be other types of prepaid card that work differently.

Indeed, there are different types. The particular prepaid card available to the individual is limited in its use and can't be used online. I would be happy to share this information with the correct Amazon department if they were remotely interested!

Thanks to everyone who suggested Amazon's social media for help. I must say it's not something that would have crossed my mind.

I used to use Amazon a lot in the past, not so much recently. I remember their customer services being far more willing and able to help, and less "computer says no" in their approach. Companies change, I guess.

It is common scam to ask someone to buy Amazon gift cards and buy something for them. The money for the cards is never repaid.

I expect that is what has triggered a fraud alert on this purchase. 

You could try raising a complaint with Amazon. 

Your right on the fraud alert.
I can see this ending up with the social finance dept getting involved as this may end up with their accounts coming into play to show source of funds. Which someone will not be happy about.
 
Not sure about the complaint.
I could see Amazon just shutting the account.

Same with OP just keeping ordering item. Makes it look suspicious to get the item before it is fully reviewed by the correct team. Which front line will have no power over.

Amazon's customer services had told me to "place another order", after once again advising me to wait 48 hours for an email response from "accounts" - which never materialised. Except for another copy of the same template email which states "we cancelled your order for your own protection because we could not verify your information".

I asked for the agent to email this instruction to "place another order", so we would have some written proof should things go wrong. Fair play to him, he emailed a statement immediately.

This would be attempt #3 to order the TV. As the previous comment said, I'm concerned about Amazon just closing the account and along with it my client loses his Amazon credit balance. Despite their clear instructions to do so.

Very unsure about what to do here 

As I and several other posters have pointed out - and for the reasons we have already given - you really need to get the SW involved with this.

So long as this method of purchasing items for the client has been sanctioned by the SW and by social services, there is absolutely no reason why the SW shouldn't get involved with this.  You might think it would be a waste of their time, but at the moment Amazon are holding on to £2K's worth of social services money and aren't giving any value back.

You need help to get this sorted.