Relevant technical background:**.) I have a home office network with my own server that...

GetHuman-ruseckas's customer service issue with Amazon from October 2019

Help with my Amazon issue
Before contacting them, items GetHuman-ruseckas may need:
Email address on the account, Order number, Name on the account, and Billing address
The issue in GetHuman-ruseckas's own words
Relevant technical background:**.) I have a home office network with my own server that is supported by a an outside company. On October ***** my computer and my husbands was taken over by ransom ware* our technical support people took our computers to their location and had to wipe them clean and re-stage the computers. Our computers were fixed on October **.* **.) I have had an Amazon prime account for years* until ******** my email address was *****@***.com. On ******** I changed my email TO *****@***.com. I have an email confirmation from *****@***.com that cnfirmed this change change (email date*time: came at ******** *:**pm. ).***.)Unfortunately, in the restaging of my computer (point * above) there was an error and my old email address (*****@***.com was not being forwarded to my @wisdomjv.com mailbox. (all office***).**Amazon Problem - Fraudulent Purchase**.) On October ** in checking my email on my iphone, I saw a message from amazon that a computer for over $**** was to be delivered at a Brooklyn NY address. I am not sure, but I think it came to my old email address* I have written info from that order but I can 't find it in my inbox, deleted, or junk email any more. (Note I also had a fraudulent PayPal transaction, but it was fixed with one call. ***.) I immediately called Amazon (*** *** ****)* time was *:** pm. gave rep the order number, amount , and address and said I did not make the purchase* rep said they would intercept the shipment and I thought everything was fine. ***.) On October ** I once again called amazon (* ***-****) and checked on the status of the fraudulent transaction* the rep knew nothing about the call and told me that my account would have to be locked* I was irritated because as happens often, every call about the same issue is a brand new call. (Also, I got an email from Amazon to my *****@***.com account (which I found in my deleted file ONLY TODAY (OCT **) probably due to the restaging error by my tech support guys. ***.) On October ** I tried to log into my account but I got in for a very short time but then got locked out.***. Right after I got locked out, I called amazon at * *** *** ****. After a long conversation with a rep who did not seem to understand what was going on ...other than checking the account through my name it showed that I was assigned to my *****@***.com email - which had been changed in March* the rep saw the email change but said she couldn't do anything* I got extremely upset and "demanded' to speak to a manager. To my surprise, I got a real live manager who was very helpful. He understood my issue and tried to help me himself --but finally he had to give up and he got some other department who checked who I was for ** minutes and finally set up the account for *****@***.com. The manager told me to call AMerican Express ...the card I used on AMazon, and report the Fraud. So I called AmEx immediately, and reported the Fraud. ***.) Since AmEx called amazon about the Fraud alert, what does Amazon do? They lock my account again. I found this out on October ** when I tried to log into Amazon. *I immediately called amazon at the **** ***-**** number and started to repeat the story to a new agent who had no call history to look at. He told me he couldn't do anything and there was no manager. He told me to call * *** ***-**** - and then I lost it -- since that is the number I called. Apparently the number got rerouted to the *** general number. The rep finally said he would talk to an acccount specialist ...and unlock my account. I thanked him and stupidly I hung up without trying to get into the account. ***. I tried to get into the account using the old email address and the new email address ..and neither address was recognized. I called amazon again and got a new rep and I gave up. ****. As an FYI ..I have call center experience, and all I can say is that Amazon should be embarrassed about this mess. Also, I can't contact them without starting this stupid story again. ****. Please Help. I travel internationally and use Amazon a lot ...and obviously this locking stopped my Prime Video on TV. I have to do my Christmas shopping ...and now I firmly wish that Amazon had a good competitor! I would switch in a minute. ****. REQUEST -- can you help in a way that does not require me to talk to some brand new agent and get this sorted out. Why should I have to suffer when here all I see is Amazon incompetence and the "right hand not knowing what the left hand is doing"! Also I think that there is probably no one in any of these call centers on a weekend that could help me in the way the one Manager did help me. ****. I think this could be used as a case study of how not to run your customer service organization. **Name: B. Vera Ruseckas

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Amazon

Customer service issue
Reported by GetHuman-ruseckas
Oct 20th, 2019 - 3 years ago
Not resolved
Seen by 9 customers so far
Similar issue to 223788 others
0 customers following this

Timeline

GetHuman-ruseckas started working on this issue
Oct 20th, 2019 3:29am
GetHuman-ruseckas shared this issue with others over email
Oct 20th, 2019 3:30am
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 20th, 2019 3:35am
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 20th, 2019 12:10pm
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 20th, 2019 12:10pm
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 20th, 2019 12:10pm
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 20th, 2019 12:10pm
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 21st, 2019 10:06am
GetHuman-ruseckas indicated the issue is not fixed yet.
Oct 21st, 2019 10:06am