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  • FIRST POST
    • Kingsd316
    • By Kingsd316 16th Apr 19, 8:01 AM
    • 1,352Posts
    • 609Thanks
    Kingsd316
    Amazon Issue
    • #1
    • 16th Apr 19, 8:01 AM
    Amazon Issue 16th Apr 19 at 8:01 AM
    Hi all,


    Just after an opinion of my rights regarding fraudulent activity on my amazon account.


    Somehow someone managed to place an order for digital xbox credit on my account along with some small items, i picked this up instantly, changed my log in password for both amazon and gmail and alerted amazon, a few hours later i received an email from amazon confirming that the orders were fraudulent and they were going to cancel them, roll on 3 days later and the small items have arrived and i have been charged for them via my bank account, this was easily resolved with the bank and i was refunded, amazon advised that they wouldn't refund so had to do a charge back.



    However the digital xbox credit used a 50 gift card that i had on my account, amazon have now said they are not going to refund this as its against their terms and conditions and they don't offer refunds on digital credit, is there anything i can do to claw this balance back as i seem to have hit a wall with amazon and only get a bog standard generic email every time i contact them.



    Thanks
Page 1
    • hollydays
    • By hollydays 16th Apr 19, 8:50 AM
    • 17,139 Posts
    • 13,324 Thanks
    hollydays
    • #2
    • 16th Apr 19, 8:50 AM
    • #2
    • 16th Apr 19, 8:50 AM
    Has this been reported to the police or action fraud
    • Kingsd316
    • By Kingsd316 16th Apr 19, 9:09 AM
    • 1,352 Posts
    • 609 Thanks
    Kingsd316
    • #3
    • 16th Apr 19, 9:09 AM
    • #3
    • 16th Apr 19, 9:09 AM
    Its been reported to action fraud via the online form, i have a crime reference number
    • a.turner
    • By a.turner 16th Apr 19, 9:26 AM
    • 28 Posts
    • 12 Thanks
    a.turner
    • #4
    • 16th Apr 19, 9:26 AM
    • #4
    • 16th Apr 19, 9:26 AM
    Its been reported to action fraud via the online form, i have a crime reference number
    Originally posted by Kingsd316
    The problem you may find with amazon is you don't, you've a reference number not a crime number.
    • Kingsd316
    • By Kingsd316 16th Apr 19, 9:33 AM
    • 1,352 Posts
    • 609 Thanks
    Kingsd316
    • #5
    • 16th Apr 19, 9:33 AM
    • #5
    • 16th Apr 19, 9:33 AM
    The problem you may find with amazon is you don't, you've a reference number not a crime number.
    Originally posted by a.turner

    To be honest the crime reference number should not be relevant, amazon have emailed me acknowledging the fact that it was not an authorised purchase:


    We believe that an unauthorized party may have accessed your account. To protect your information, we have:

    -- Disabled the password to your account.
    -- Reversed any modifications made by this party.
    -- Canceled any pending orders. You can ignore any confirmation emails that you received for these orders.
    -- If appropriate, refunded purchases to your payment instrument. However, we recommend you to review all recent activity on your payment methods and report any unauthorized charges to your financial institution.
    -- Restored any gift card balance that may have been used. It may take 2 to 3 days for the gift card balance to be available in your account.


    Its now been over 2 weeks and they still haven't refunded the gift car.


    Also this is stated on the action fraud website:

    When you report to us you will receive a police crime reference number.
    • sebloak
    • By sebloak 16th Apr 19, 9:41 AM
    • 79 Posts
    • 37 Thanks
    sebloak
    • #6
    • 16th Apr 19, 9:41 AM
    • #6
    • 16th Apr 19, 9:41 AM
    Just out of curiosity, is the unauthorized access to your account via amazon.de?

    I am currently going through a similar situation, but my bank is no help at all. All I can suggest is keep on at Amazon for the credit refund, use the online help chat thingy and let them know you've already have a collection of generic emails from them saying the same thing, and keep a transcription

    Good luck
    • neilmcl
    • By neilmcl 16th Apr 19, 9:41 AM
    • 12,843 Posts
    • 9,621 Thanks
    neilmcl
    • #7
    • 16th Apr 19, 9:41 AM
    • #7
    • 16th Apr 19, 9:41 AM
    To be honest the crime reference number should not be relevant, amazon have emailed me acknowledging the fact that it was not an authorised purchase:


    We believe that an unauthorized party may have accessed your account. To protect your information, we have:

    -- Disabled the password to your account.
    -- Reversed any modifications made by this party.
    -- Canceled any pending orders. You can ignore any confirmation emails that you received for these orders.
    -- If appropriate, refunded purchases to your payment instrument. However, we recommend you to review all recent activity on your payment methods and report any unauthorized charges to your financial institution.
    -- Restored any gift card balance that may have been used. It may take 2 to 3 days for the gift card balance to be available in your account.


    Its now been over 2 weeks and they still haven't refunded the gift car.


    Also this is stated on the action fraud website:

    When you report to us you will receive a police crime reference number.
    Originally posted by Kingsd316
    Then contact them again and remind them of this.
    • Kingsd316
    • By Kingsd316 16th Apr 19, 9:48 AM
    • 1,352 Posts
    • 609 Thanks
    Kingsd316
    • #8
    • 16th Apr 19, 9:48 AM
    • #8
    • 16th Apr 19, 9:48 AM
    Just out of curiosity, is the unauthorized access to your account via amazon.de?

    I am currently going through a similar situation, but my bank is no help at all. All I can suggest is keep on at Amazon for the credit refund, use the online help chat thingy and let them know you've already have a collection of generic emails from them saying the same thing, and keep a transcription

    Good luck
    Originally posted by sebloak

    No amazon UK, I contacted them about 5 times via chat and spoken to them twice, just get the same email back a few hours later.
    When chatting they are adamant that they do not refund digital code purchases as per their terms and conditions but surely they cant be enforced when it was a fraudulent transaction
    • BoGoF
    • By BoGoF 16th Apr 19, 10:19 AM
    • 4,240 Posts
    • 3,773 Thanks
    BoGoF
    • #9
    • 16th Apr 19, 10:19 AM
    • #9
    • 16th Apr 19, 10:19 AM
    Seems odd that the fraudster went to the bother of adding 'small items' and getting them delivered to you.

    And you are saying that Amazon didn't refund these small items either and you had to approach your bank? What was their reason not to refund? You did return the goods?

    Could this have been someone 'close to home'?
    • Kingsd316
    • By Kingsd316 16th Apr 19, 10:26 AM
    • 1,352 Posts
    • 609 Thanks
    Kingsd316
    Defiantly not closer to home, i presume they ordered things to my address to avoid suspicion of adding an xbox gift card, they also went to the trouble of ordering a happy birthday gift card sleeve to make it seem legit, no idea why amazon didnt refund, this is another section from the email:


    We recommend that you review all recent activity on this card and report any unauthorized charges to your financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. The applicable merchants will be notified and charged back, and your account will be credited.

    For your security, the credit card information stored on your Amazon.co.uk account cannot be accessed via our website and your full credit card number is not displayed in your account.



    I had to go via the bank to sort it
    • agrinnall
    • By agrinnall 16th Apr 19, 11:59 AM
    • 22,411 Posts
    • 18,428 Thanks
    agrinnall
    I had to go via the bank to sort it
    Originally posted by Kingsd316

    Unfortunately that could mean your Amazon account gets closed, it's happened to others.
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