Amazon charging my card for stolen item

Jessity25

My much-loved Kindle died, RIP, it was well used.  Ordered new one from Amazon UK 31 December, delivered 3 January.  Usual cardboard A4 sized envelope/package.  Felt "bumpy", must be charging lead.  Opened package.  No Kindle, just pink plastic bottle, unlabelled, full of fluid.  

Online chat that day with Amazon associate, sent him photo of package and bottle.  No problem, will send replacement, no charge.  Confirmation email while I'm chatting to him, also another email  requesting return.  Please don't worry he said, ignore that, I'll note your account.

New Kindle, no charge, ordered 3 January, arrived 7 January.

8 February email from Amazon UK.  As I haven't returned 31 December Kindle, my credit card will be charged £169.99 by 17 February.

Online chat to Amazon UK 8 February 12.06 pm.  Explain that they charged me for first (not received) Kindle, replacement by them at no charge, so they cannot charge me again.  Am transferred to four different associates, final one at 12.34 says they have escalated to Kindle team who will get back to me within 24-48 hours by mail.

I heard nothing.

Email today from Amazon, they have charged my credit card £169.99 because I didn't return the (undelivered) Kindle.  How can I prove they delivered a package which didn't contain the Kindle?

I can chargeback but will this affect my credit rating?  Will Amazon refer it to debt collectors?  I've always prided myself on coping with whatever life throws at us.  I never play the age card but I'm 80 and sole carer for my husband who is 95 tomorrow and is registered severely sight impaired (macular degeneration in both eyes).

What do I do next?  Chargeback?  Small claims court/whatever it's called now?

[Deleted User]

You should maybe instruct Amazon to refer to (and send you a copy of) the original chat, where they acknowledged the problem and committed to sending you a new Kindle free of charge. I'd also put in a complaint about that delivery, because clearly theft has occurred, either at the warehouse or by the delivery driver. You probably just need to keep on at support until they understand what has happened and put it right. They've gone way downhill in the last few years, so good luck.

Aylesbury_Duck

Be careful.  Tales on here of people having their account closed if they take chargeback or court action against Amazon, and it sounds like it's a valued part of your life (access to the ebooks, for a start).

I'd continue to correspond with them to try and get it resolved, then consider a chargeback if you don't get anywhere.

Jessity25

Thank you very much for your help. I have screenshots of the online chats on 8 February because my faith in Amazon had been dented but I stupidly didn’t screenshot the original chat on 3 January. Hindsight is wonderful isn’t it!

As suggested I’ll continue dialogue with them. I use them a lot for online shopping and really don’t want to be blackballed. 

[Deleted User]

Jessity25 said:

Thank you very much for your help. I have screenshots of the online chats on 8 February because my faith in Amazon had been dented but I stupidly didn’t screenshot the original chat on 3 January. Hindsight is wonderful isn’t it!

As suggested I’ll continue dialogue with them. I use them a lot for online shopping and really don’t want to be blackballed. 

Amazon will have the access to the chats. Given what they said initially I'd be inclined to suggest that the charge was a mistake, and the original agent failed to update your account properly. I use Amazon a lot (I shouldn't, but I do) and have done for 27 years, and without doubt the level of service has plummeted since around 2020. They used to be on point without fail, and now it's difficult to get them to understand anything. I don't blame the call handlers, they're obviously not receiving the training or being given the correct instructions.

Jessity25

[Deleted User] said:

Jessity25 said:

Thank you very much for your help. I have screenshots of the online chats on 8 February because my faith in Amazon had been dented but I stupidly didn’t screenshot the original chat on 3 January. Hindsight is wonderful isn’t it!

As suggested I’ll continue dialogue with them. I use them a lot for online shopping and really don’t want to be blackballed. 

Amazon will have the access to the chats. Given what they said initially I'd be inclined to suggest that the charge was a mistake, and the original agent failed to update your account properly. I use Amazon a lot (I shouldn't, but I do) and have done for 27 years, and without doubt the level of service has plummeted since around 2020. They used to be on point without fail, and now it's difficult to get them to understand anything. I don't blame the call handlers, they're obviously not receiving the training or being given the correct instructions.

Thanks, that sounds a good approach which I’ll use. I’ve used Amazon for the same length of time as you.  I chide myself, think I’ll try elsewhere but it’s just so easy. I’m not minded though to give Jeff Besoz £169.99 for something I never received 

Brie

fyi - chargeback won't be noted on your credit record.  

born_again

Do not be surprised if chargeback is rejected as they have proof of delivery.

Surprised you were not asked to report to the police, as that is the standard line in such cases.

Jessity25

I am delighted to report success - Amazon have credited my Amex account with £169.99.  I adopted the approach suggested above and this time I had a very helpful agent who accessed the 3 January chat, said she would escalate to the payments team.  

I then received an email that a refund had been requested.  I crossed my fingers.  Today my Amex account shows a refund from Amazon of £169.99.

Thank you very much for your help, I'm most grateful.