Amazon ofm falsely accusing me of violating their policies and restricted account after 2 months

moef_17

Hey everyone,

I’m reaching out because I’ve been dealing with a serious issue with Amazon for the past two months now, and I’m honestly at my wit’s end. My account ((Removed by Forum Team)) was restricted, and despite countless attempts to get clarity and a resolution, Amazon has not provided any solid evidence to justify this action, nor have they taken any meaningful steps to resolve it.

Here’s what’s been going on:

1. Lack of Evidence: Amazon claims my account violated policies, but they’ve failed to provide any proof or a clear explanation. It’s been over two months, and I still don’t know why this restriction was placed.

2. Faulty Fraud Detection: Based on Amazon’s own documentation, their automated fraud detection system seems to be at fault. I’ve requested a manual review multiple times, but Amazon has ignored these requests. Their system flagged my account with no valid cause.

3. Folders and Screenshots Provided: I’ve already sent folders and screenshots containing clear evidence supporting my case, but Amazon has yet to address this proof. This lack of consideration is frustrating and only makes the situation worse.

4. Legal Violations:

   • Consumer Protection (CPR 2008): They haven’t provided any of the relevant information regarding this restriction, which is a clear violation of consumer rights.

5. Ongoing Customer Service Failures: Despite their promise to respond within 48 hours, they’ve completely ignored my emails and only sent vague, unhelpful responses. I’ve even provided detailed evidence to support my case, but they’ve failed to address it.

This issue has been dragging on for way too long, and I’m not sure where to turn next. I’m looking for advice from anyone who’s experienced something similar with Amazon or has any suggestions on how to escalate this situation further.

Thanks for taking the time to read this, and I’d really appreciate any feedback or advice.

(Removed by Forum Team)

DullGreyGuy

Amazon are free to choose who they have as customers and who they dont with the exception on if that decision is made purely on protected characteristics (eg they won't accept gay customers).  There is no statutory right to being a customer of a store.

Okell

moef_17 said:

4.   Legal Violations:

• Consumer Protection (CPR 2008): They haven’t provided any of the relevant information regarding this restriction, which is a clear violation of consumer rights..
  

What exactly is the law you think they have clearly violated by not telling you why they have suspended your account?

Aylesbury_Duck

Advice?  Shop elsewhere.  They clearly don't want your custom and unless they're discriminating against you on the basis of a protected characteristic, they can close your account any time they like.  You have no lawful right to an explanation or evidence, either.

born_again

What is the reason for their action?
Are you are seller, or just been buying products?

moef_17

Okell said:

moef_17 said:

4.   Legal Violations:

• Consumer Protection (CPR 2008): They haven’t provided any of the relevant information regarding this restriction, which is a clear violation of consumer rights..
  

What exactly is the law you think they have clearly violated by not telling you why they have suspended your account?

No Evidence Provided: Amazon claims my account violated policies but has refused to provide any proof. Under GDPR Article 15, I have the right to access my data, yet they’ve ignored my requests.

🔹 Automated Decision-Making: It seems their fraud detection system flagged my account unfairly. Under the UK Data Protection Act 2018, I should have the right to a human review, but Amazon has not allowed this.

🔹 Unfair Trading Practices: Under the Consumer Protection from Unfair Trading Regulations 2008 (CPR 2008), businesses must not mislead consumers or withhold key information. Amazon’s vague responses and failure to provide a valid reason could be breaching these regulations.

moef_17

born_again said:

What is the reason for their action?
Are you are seller, or just been buying products?

No im a buyer and they said i violated refunds and returns policies even though i have never returned or refunded anything on amazon in my life. ive sent them reciepts and folders to prove this

moef_17

moef_17 said:

born_again said:

What is the reason for their action?
Are you are seller, or just been buying products?

No im a buyer and they said i violated refunds and returns policies even though i have never returned or refunded anything on amazon in my life. ive sent them reciepts and folders to prove this

Not only did they not adress my evidence they didnt even look at it as it was never refrenced in any of their responses but the same generic email

moef_17

Aylesbury_Duck said:

Advice?  Shop elsewhere.  They clearly don't want your custom and unless they're discriminating against you on the basis of a protected characteristic, they can close your account any time they like.  You have no lawful right to an explanation or evidence, either.

Thanks for your reply, but I don’t think that advice addresses the situation properly. While it’s true that Amazon can technically close accounts as they wish, that doesn’t mean they can do so without following the proper processes or providing clarity, especially when it affects your funds or ability to use your account.

I currently have £50 in my Amazon account, and I specifically wanted to use that balance for purchases, but I can’t access it due to this account restriction. That’s a problem because Amazon hasn't provided me with any proper justification for this restriction despite me asking for clarity multiple times. I’ve been waiting for over two months, and all I’ve received are vague responses with no solid evidence of any wrongdoing on my part. They have ignored all the evidence I’ve submitted, and their automated fraud detection system seems to be the main issue here. I’ve followed all the procedures, yet I’m still left in the dark without any answers.

Even if Amazon reserves the right to close my account, they are still legally obligated to provide transparency and to act in accordance with consumer protection laws. Under the Consumer Rights Act 2015, they are required to provide a clear explanation for any action taken on an account, especially one that directly impacts a consumer’s access to their own funds. Additionally, under GDPR (General Data Protection Regulation), I have the right to understand the processing of my personal data and any automated decisions made, which directly affects my account.

It’s also concerning that Amazon hasn’t complied with these legal requirements by not providing any solid evidence of why my account was restricted, despite me requesting this information. They are also failing to address my rights under The Consumer Protection from Unfair Trading Regulations 2008, which requires them to act fairly and transparently in their dealings with customers.

I just want a clear answer, my £50 back, and to be able to use my account again. So, while "shopping elsewhere" may be an option, it doesn't solve the issue of the money already in my account or the lack of accountability on Amazon’s part.

MattMattMattUK

moef_17 said:

Aylesbury_Duck said:

Advice?  Shop elsewhere.  They clearly don't want your custom and unless they're discriminating against you on the basis of a protected characteristic, they can close your account any time they like.  You have no lawful right to an explanation or evidence, either.

Thanks for your reply, but I don’t think that advice addresses the situation properly. While it’s true that Amazon can technically close accounts as they wish, that doesn’t mean they can do so without following the proper processes or providing clarity, especially when it affects your funds or ability to use your account.

You have no right to "clarity", there is no "proper process".

moef_17 said:

I currently have £50 in my Amazon account, and I specifically wanted to use that balance for purchases, but I can’t access it due to this account restriction. That’s a problem because Amazon hasn't provided me with any proper justification for this restriction despite me asking for clarity multiple times. I’ve been waiting for over two months, and all I’ve received are vague responses with no solid evidence of any wrongdoing on my part. They have ignored all the evidence I’ve submitted, and their automated fraud detection system seems to be the main issue here. I’ve followed all the procedures, yet I’m still left in the dark without any answers.

What you were saving it for is irrelevant, you can ask for a refund and if you paid that money into your account then they should return it to you. Again, you have no right to an explanation.

moef_17 said:
Amazon reserves the right to close my account, they are still legally obligated to provide transparency and to act in accordance with consumer protection laws. Under the Consumer Rights Act 2015, they are required to provide a clear explanation for any action taken on an account, especially one that directly impacts a consumer’s access to their own funds. Additionally, under GDPR (General Data Protection Regulation), I have the right to understand the processing of my personal data and any automated decisions made, which directly affects my account.

It’s also concerning that Amazon hasn’t complied with these legal requirements by not providing any solid evidence of why my account was restricted, despite me requesting this information. They are also failing to address my rights under The Consumer Protection from Unfair Trading Regulations 2008, which requires them to act fairly and transparently in their dealings with customers.

Nope, none of that applies, there is no obligation to "transparency", the CRA contains no such provisions, GDPR is irrelevant and Unfair Trading Regulations are not relevant either.

moef_17 said:
I just want a clear answer, my £50 back, and to be able to use my account again. So, while "shopping elsewhere" may be an option, it doesn't solve the issue of the money already in my account or the lack of accountability on Amazon’s part.

You will not get a "clear answer", there is no point in arguing with them about that, all you will do is waste everyone's time and demonstrate to them you do not understand any of the bits of legislation you keep claiming apply. Tell them you require the account balance to be refunded to the original payment method, do it in writing, they will almost certainly comply, everything else is a waste of time.

moef_17

MattMattMattUK said:

moef_17 said:

Aylesbury_Duck said:

Advice?  Shop elsewhere.  They clearly don't want your custom and unless they're discriminating against you on the basis of a protected characteristic, they can close your account any time they like.  You have no lawful right to an explanation or evidence, either.

Thanks for your reply, but I don’t think that advice addresses the situation properly. While it’s true that Amazon can technically close accounts as they wish, that doesn’t mean they can do so without following the proper processes or providing clarity, especially when it affects your funds or ability to use your account.

You have no right to "clarity", there is no "proper process".

moef_17 said:

I currently have £50 in my Amazon account, and I specifically wanted to use that balance for purchases, but I can’t access it due to this account restriction. That’s a problem because Amazon hasn't provided me with any proper justification for this restriction despite me asking for clarity multiple times. I’ve been waiting for over two months, and all I’ve received are vague responses with no solid evidence of any wrongdoing on my part. They have ignored all the evidence I’ve submitted, and their automated fraud detection system seems to be the main issue here. I’ve followed all the procedures, yet I’m still left in the dark without any answers.

What you were saving it for is irrelevant, you can ask for a refund and if you paid that money into your account then they should return it to you. Again, you have no right to an explanation.

moef_17 said:
Amazon reserves the right to close my account, they are still legally obligated to provide transparency and to act in accordance with consumer protection laws. Under the Consumer Rights Act 2015, they are required to provide a clear explanation for any action taken on an account, especially one that directly impacts a consumer’s access to their own funds. Additionally, under GDPR (General Data Protection Regulation), I have the right to understand the processing of my personal data and any automated decisions made, which directly affects my account.

It’s also concerning that Amazon hasn’t complied with these legal requirements by not providing any solid evidence of why my account was restricted, despite me requesting this information. They are also failing to address my rights under The Consumer Protection from Unfair Trading Regulations 2008, which requires them to act fairly and transparently in their dealings with customers.

Nope, none of that applies, there is no obligation to "transparency", the CRA contains no such provisions, GDPR is irrelevant and Unfair Trading Regulations are not relevant either.

moef_17 said:
I just want a clear answer, my £50 back, and to be able to use my account again. So, while "shopping elsewhere" may be an option, it doesn't solve the issue of the money already in my account or the lack of accountability on Amazon’s part.

You will not get a "clear answer", there is no point in arguing with them about that, all you will do is waste everyone's time and demonstrate to them you do not understand any of the bits of legislation you keep claiming apply. Tell them you require the account balance to be refunded to the original payment method, do it in writing, they will almost certainly comply, everything else is a waste of time.

I appreciate your input, but I disagree with some of your points. While Amazon may not be legally obligated to provide a detailed explanation for restricting my account, they do have responsibilities when it comes to handling customer funds and automated decision-making.

1. Refund of Account Balance:
   If a company holds my money, they must return it. Under the Consumer Rights Act 2015, a service provider cannot withhold a consumer’s funds indefinitely without cause. Since Amazon has prevented me from spending my £50 balance, they need to process a refund. That’s not up for debate.

2. GDPR & Automated Decisions:
   If my account was restricted due to an automated system (which seems to be the case), then Article 22 of GDPR applies. This grants me the right to request a review of any automated decision that significantly affects me. Amazon cannot make decisions solely based on an automated process without allowing for human intervention upon request.

3. Consumer Protection from Unfair Trading Regulations 2008:
   While you dismiss this, these regulations prohibit misleading omissions in business practices. If Amazon has taken action against my account but refuses to provide any reasoning while ignoring the evidence I submitted, this could be seen as a lack of fair treatment.

I agree that requesting a refund of my balance should be the first step, and I’ll push for that in writing. However, dismissing the issue as a waste of time ignores the fact that companies like Amazon should be held accountable for their actions, especially when it comes to handling consumer funds and automated restrictions.