Create more robust security before allowing changes to account settings.

GetHuman-altuinma's customer service issue with Amazon from July 2018

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The issue in GetHuman-altuinma's own words
My Amazon account has been hacked twice recently, and I wish Amazon to make it more secure by IMPLEMENTING DUAL VERIFICATION before changes can be made to my registered email address or my password. ... In the past two weeks I have had my Amazon account hacked twice. The user email address was changed to one ending in ".ru". This locked me out of my account. I don't know how the hacker got the necessary information to be able to make such a change. In each case a different password was in effect. * *Only after long telephone conversations with your security personnel was I able to regain control of my account.**To avoid further such hacking, please employ TWO-STAGE VERIFICATION to any future requests for changes to my account settings* i.e. CHANGES TO MY REGISTERED EMAIL ADDRESS or CHANGES TO MY PASSWORD.**Thus, changes should only be made when the correct current password is presented AND after verification via email to my legitimate address (*****@***.com) OR verification via my mobile phone number (***-***-****).**It seems that your current protocol requires only presenting the current password to be presented.**Please inform me when this change in the protocol for my account has been implemented, or inform me that it cannot be, and why.**Thank you, Albert Tuinman
There seems to be a flaw in the account maintenance software which allows miscreants to change the registered email address and*or the password of customers.
Amazon should allow customers to stipulate that they want dual verification to be implemented before changes can be made to their account settings. *If such an option already exists, Amazon should please in form me how to implement it.
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Amazon

Customer service issue
Reported by GetHuman-altuinma
Jul 26th, 2018 - 4 years ago
Fixed
Seen by 19 customers so far
Similar issue to 28829 others
0 customers following this
Items needed
Email address on the account
Order number
Name on the account
Billing address

Timeline

GetHuman-altuinma started working on this issue
Jul 26th, 2018 1:14pm
GetHuman-altuinma indicated the issue is not fixed yet.
Jul 26th, 2018 11:38pm
GetHuman-altuinma indicated the issue is not fixed yet.
Jul 26th, 2018 11:55pm
GetHuman-altuinma indicated the issue is not fixed yet.
Jul 27th, 2018 3:20pm
GetHuman-altuinma indicated the issue is not fixed yet.
Jul 29th, 2018 3:40pm

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