Amazon refund revoked

annette1958

I bought an Iphone in Feb this year ,it soon developed some faults so I contacted Amazon cust service and they put me onto their tech dept to go through some fix it steps . This was done and after over 90 mins of trying everything they suggested I was told to return for a refund or replacement , I chose the refund and sent the phone back as per instructions .

I went back to cust services the following week to check it had been received and query the refund , I was assured it was being refunded within a few days . Then I receive an email from some repair company saying they had received my phone and would be in touch when they repair ! Again back to Amazon and was told to ignore the email and the refund was to be expedited . I then received an email stating that they had observed some unusual activity on my account and due to my return of so many items they were not going to refund me for the phone . I only ever return faulty goods or the wrong items received and always follow instruction from their cust services. I was furious as the implication was some fraudulent behaviour (their words )! Then started the cat and mouse game of trying to get some clarification on my returns and the iphone refund . It has proved impossible even after following all their guides. I then sent a letter as advised by Citizens advise asking for a full explanation within 14 days ….they have ignored it ! I am banging my head up against a brick wall and don't know what to do next ……any advice anyone ?

MeteredOut

How did you pay for the phone?

Aylesbury_Duck

Assuming that the letter you sent was a letter before action, threatening small claims court action, you need to follow through with that.

Do you know who you'd be suing? Amazon themselves, or a marketplace seller?

annette1958

I was paying monthly through Amazon and still paying as advised not to stop by cit advice , also I forgot to add they sent the phone back to me from the repair company . It was not a marketplace seller it was Amazon .

eskbanker

I then received an email stating that they had observed some unusual activity on my account and due to my return of so many items they were not going to refund me for the phone . I only ever return faulty goods or the wrong items received and always follow instruction from their cust services. I was furious as the implication was some fraudulent behaviour (their words )!

There are plenty of reports of Amazon closing accounts if they feel returns volumes are outside their usual parameters but unless they actually have reason to believe there's fraudulent behaviour (a serious accusation if they literally used those words) then they can't ignore your statutory rights and refuse to refund.

annette1958

https://forums.moneysavingexpert.com/discussion/comment/82038507#Comment_82038507

I have heard of this happening but ithey will not provide me with the reason for the decision I feel very angry and frustrated . I cannot even find a proper adress for cust complaints /cust concerns as it appears they do not have to have one ! I will definately follow this through as £600 is a lot of money .

I am just glad that I managed to print off all the transcripts of each conversation I had with them online ,and there are many !

noitsnotme

https://forums.moneysavingexpert.com/discussion/comment/82038506#Comment_82038506

So did they repair the phone before they returned it to you or is it still faulty?

born_again

https://forums.moneysavingexpert.com/discussion/comment/82038519#Comment_82038519

Too many returns. What more do they need to say.

So how many items have you returned compared to purchases?

annette1958

https://forums.moneysavingexpert.com/discussion/comment/82038587#Comment_82038587

As I said previously I only ever return faulty goods or wrong items sent , I keep a hell of a lot more than I return , been a prime customer since God was a boy

annette1958

They said they could not find a fault although the technical support team could not sort it hence they asked me to return for refund . There was no paperwork from repair with the returned phone and to be honest I haven,t tried it since . I also spoke to cust services to confirm refund before I bought another phone as could not wait 14 days for £ to come through and again I was told it was in process so go ahead with buying another .!

elsien

So you have a phone that may now be working because you haven’t checked it since you got it back, but you still want to return it for a refund?