Dear Pratik or Whomever It Concerns (Hopefully Someone): I feel discriminated against.N...
GetHuman746187's customer service issue with Amazon from June 2018
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The issue in GetHuman746187's own words
Dear Pratik or Whomever It Concerns (Hopefully Someone): I feel discriminated against.No one calls. It's an EBT issue*Comments:I have spent no less than three hours on the phone on ******* with both customer service people and their supervisors, all to no avail. It boils down to this: I was a Prime member, paying monthly on a verified card, in good standing. My most recent payment was on May **, ****. The CS rep said the next payment was not due until July **, **** (* months for some reason, but that is not why I am writing). I merely wanted to ADD my EBT SNAP food benefits card to my payment benefits and then place a weekly grocery order. I very emphatically and clearly and repeatedly told her NOT to cancel my Prime membership NO MATTER WHAT. She agreed each time that she understood. She put me on hold several times. She went to speak with her supervisor. She came back finally, telling me only that it was "*all taken care of"* and that I "*should be able to go online now and place my order with no problems."**I was a bit wary as I know it takes time for these things to process, so I asked her politely, "*Are you sure? And, “What about processing my EBT card?” She assured that yes it all went through just fine it was all set. Mothing was said about canceling my membership. In fact, when she left to go talk to supervisor she had told me she couldn’t cancel it and I had said, “Good, I don’t want you to!” And we both laughed. And I asked her, “when I make my order, where do I put down which items to charge on that card? Because I only plan on using it for the produce and food items it covers and plan to pay the balance with a credit card. So, how will it separate the two? Is there a separate line-item? Because I tried to find it myself before I called and bugged you guys about it and I couldn't find anything about it anywhere."* *She was a bit befuddled by these questions and just told me that she had sent me everything I needed to know “in my email” and if I had any further questions, I could "*just call an Amazon Prime representative and they would be happy to help."* So, I bid her a happy farewell, excited to place my order. Unfortunately, the emails she sent merely confirmed that I was no longer a Prime member and if I wanted all these wonderful services it outlined, all I had to do was pay all over again! And another email she sent was just boilerplate instructions on how to log on to Amazon and enter the info on your EBT card and send it in for processing, which I had already done. So, I was still giving her the benefit of the doubt at this point that she had kept her word and already processed everything, so still clinging to that hope I logged off and then back on, and nope! I was shut out completely, and still am two days later.*In further discussions that same day though I was told rather curtly by another supervisor that "*a refund was sent to that card so just use that money and re-subscribe."* Um....no! I had never wanted to UNSUBSCRIBE in the first place! And I made that very, VERY clear before it happened! And the price for Prime is $**.** usually but the EBT Food membership rate is reduced to $*.** (approx.) and I explained that I was thrilled to learn of the savings as I was disabled and had trouble getting around and the produce in my area is not very good (hence the need for delivery). All I got was silence. Even so, the "*refund"* they were so glib about was * - * business days away! *Why should I have to wait for their mistake when I needed to shop for food in my house and for the rest of the week THAT NIGHT? And it was made very CLEAR three times at least NOT TO CANCEL MY MEMBERSHIP, And I spoke to the CS agent about it after the fact and she DISCONNECTED OUR CALL AND NEVER CALLED BACK. And of course, I have no way of returning the call. Of course, I could call back AGAIN, and start all over, but frankly, I do not have the energy, I feel very strongly that Amazon Prime needs to step up and make this right. They need to REINSTATE MY MEMBERSHIP IMMEDIATELY FOR THE EBT SNAP BENEFITS REDUCED RATE and add my EBT card to my account's payment options. It's been at least * days now since the card number and photo of it was sent in. I also sent in an additional, brand new credit card MasterCard from Bank of America to use on my account for the balance of my orders. *TAKE CARE OF THIS, PLEASE. I feel very discriminated against because this is about the fifth hour now that I have spent trying to get this resolved with Amazon and I have been repeatedly ignored and mistreated and disconnected and not had calls returned and given attitude and I strongly believe a lot of it is because of my EBT standing. Amazon has made it nearly impossible to find any information about it and there is NOTHING about it for sure on your website. So please, please just take care of reinstating me as I outlined above. I never would have canceled a membership with two months paid. Think about it. It makes NO SENSE. *I used the URL address I was sent to "follow up" yesterday and went through the same runaround unfortunately. The CS agent was nice enough but, as I am sure your records will indicate, he was unable to help me. I am still without a resolution and still without my Prime membership.*Again, as I explained to him and to you and to all the people before in this on-going saga, I did not ask for my already paid for Prime membership to be canceled, in fact just the opposite. But, despite that and despite direct requests NOT to cancel it, the CS agent I was speaking to at the beginning of this debacle went ahead and did so. My goal, albeit a joke to me know, was to merely add my EBT card to my account. (This being a new feature I had read that Amazon Prime now accepted as payment and was, admittedly naively, excited about at one time).*I have since received this one email from your department assuring me it is being taken care of. Then silence. I still have no groceries or food in my house and no Amazon Prime. Tell me, what is it going to take before I have these things? *Please advise.*One disabled and hungry former paid Prime member who got canceled,******@***.com
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