Amazon System is BROKEN. I AM BEGGING FOR SOME HELP. *I am writing to explain my extrem...

GetHuman-babycari's Account Access issue with Amazon Canada from August 2020

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The issue in GetHuman-babycari's own words
Amazon System is BROKEN. I AM BEGGING FOR SOME HELP. *I am writing to explain my extremely frustrating scenario that has me in tears. It began on April *, **** when I woke to three emails from amazon confirming purchases for three pairs of underwear costing approx. $** for each pair that I somehow managed to purchase in the middle of the night while I was asleep, these purchases were also in some sort of “expedited” shipping phase. I tried to find the purchases on my history in my online account but they were not there, I was thinking they may have been fraudulent emails. However, I looked further into the emails and reviewed the receipts which showed they had been archived. I looked at my archived purchases and they in fact were there! I notified the seller that I did not order these items and to immediately cancel them – to which no reply came. I also noted that there was a mysterious payment method that was not mine that I did not enter. It was also noted that the storefronts for these vendors had opened up shop the day before. I started an online chat with an amazon representative explaining this situation and I was reassured not to worry, and that if the card was not mine I’d not be charged anything and to remove the payment method and change my password and set up two factor verification for safety going forward, which I did. I was also told they would cancel the orders. I thought the problem was solved. *A couple months later my account was suspended and I started getting emails stating that a transaction I had made had been disputed by my bank and to contact my bank to reverse these disputes as I had to pay for these underwear. I contacted amazon several times to explain it was not my purchases, nor my bank that was making the disputes and I could not do anything about the situation as the payment method used for these was not mine. I only received generic emails telling me the same thing despite my numerous calls to amazon. Eventually I got to speak to a gentlemen in the fraud department who kindly assisted me and explained to me that these things do happen and that’d he’d personally help me and things seemed back to a normal life of shopping once again….for a while. Then I was locked out again for disputing the transactions and had to go through the same annoying process to get back in. After some frustrating time of talking with several customer service agents I was told to close my account (am........@gmail.com) (which I have had since near inception in Canada – were talking years and years) and re-open another. *Which I did. (b……*****@***.com). Things were going good for a while, I had put in *-** orders*purchasers*deliveries etc. AND THEN …. I got locked out and a subsequent email telling me my order cannot be shipped and asking to prove my mastercard payment method by submitting a copy of a recent mastercard statement showing the last four digits of the card number, my name and address being visible. However, this particular payment method is not an actual mastercard but a debit mastercard and I could not provide the information requested. So I phoned and talked to a customer service agent explaining my mastercard is a debit bankcard*mastercard and being a bank card there is no paper or online statement that shows my bankcard number and was told they’d be submitting a form to an account specialist who would address the issue. I received an account specialist response email saying the same thing and had to phone. This cycle of receipt of email – and me phoning customer service occurred over and over again. Each time I was told different things by each different agent and each time was sent the same or similar email. *So I decided to open another new amazon account under my work email (a.........@...........ca) and used an actual mastercard as the payment method in hopes to circumvent this issue and ordered the items I wanted when I was locked out on the b……*****@***.com account. AND you guessed it – my account was immediately locked and again I was then sent an email saying my order cannot be shipped due to my payment method and to verify the method by submitting a copy of a Statement. I submitted the *mastercard statement showing the last four digits, my name and address etc. as per instruction. Then I received a message that was not an accepted method. *Long story short…..I am stuck in a crazy ineffective amazon loop wherein I get an email, which prompts a phone call to customer service. I explain the situation over and over and over and over, I get told the only thing they can do is “submit a form to the account specialist department”, who in return send me an email in *-* days which provide me with instruction to log into my account and follow steps to address my payment method, which I try to do, however my account always remains locked so I cannot follow the instructions and I have to call an amazon customer representative. *I spoke to a supervisor on Tuesday August *, ****, her name was Adrian. I was on the phone with her for over an hour, she was most understanding and wanted to help me and described she was writing “a novel” to the account specialist explaining the whole entire situation with all three accounts, the fraud, the underwear, the mysterious payment method, the emails that NEVER actually address the issue or answer any of my questions. On August *, ****, I received an email instructing me to login to my account, go to view benefits, and update my preferred payment method however, my account is still LOCKED and I can’t get into it to follow the instructions. I once again phone customer service, explain all this…….yet again, and the man says yes he can unlock my account but I need to verify some account information with him, which I did, and as last step of verifying he advised he’d need to hang up and call my phone number on file, which he did, but when I answered the call he HUNG UP. As you most likely can imagine I was losing my mind at this point, and called back but you NEVER receive the same person so I had to once again explain everything to the new agent, who was completely clueless, so I demanded to speak to a supervisor once again. This new supervisor person explained she would submit a form to an account specialist who’d email me with instructions. I asked for another supervisor who also told me the same thing. All the people I have talked to at amazon are unable to actually allow me to talk to an account specialist directly and can only submit forms, I have repeatedly asked that they include a message for an account specialist phone me but no one ever has. *This is where the broken part of the big giant corporation AMAZON lies. There is literally no one within amazon who can actually help me! I get the email, cannot follow instruction as no one unlocks my account to let me follow the instructions, I have to call a customer service representative, who submits a form to an account specialist, who sends me an email with the impossible instructions, and then I have to call once again…..OVER AND OVER AND OVER AND OVER FOR MONTHS NOW. The monkeys in the account specialist department do not seem to know how to read the problems submitted by the customer service representative about these issues and definitely do not know how to address them as the issues are out of the scope of the pre populated responses made my amazon. *I can’t even begin to explain the amount of stress and frustration I have been dealing with. I don’t understand how amazon can get away with this and treat people like this. I have been a loyal prime customer for ** years, and have placed countless orders, referred dozens of friends and family members and have been a huge advocate for amazon. All my televisions are amazon firestick run, I have alexas connected to smart lights and smart plugs etc. which do not work when your amazon account is locked and shutdown I pay for subscriptions to Netflix, Crave, Disney Plus among other local programs, all of which I am unable to watch as my tv’s are all run by a firestick. *PLEASE HAVE AN ACUTAL PERSON WHO HAS THE POWER TO DO SOMETHING TO FIX THIS CONTACT ME!

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Amazon Canada

Account Access issue
Reported by GetHuman-babycari
Aug 10th, 2020 - 7 months ago
Not resolved
Seen by 2 customers so far
Similar issue to 5482 others
0 customers following this

Timeline

GetHuman-babycari started working on this issue
Aug 10th, 2020 8:32pm

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