Discussion
my daughter has an amazon account. recently she received an electonices item she didn't order value £89. Amazon have taken the money from her account/bank card. she reported it to amazon asked for a refund and for a bag to return the item. Amazon advised that as it is unauthorised activity (ie account hack) they had changed the access/login etc and removed the item from her account -all good BUT they have refused to take the item back and also refused to refund the amount. after 4 weeks of calls Amazon are still adamant that it is not their problem and are referring to may daughters bank.
my view is that it has nothing to do with the bank, Amazon's system was compromised they should return the money. I have written to amazon giving them 5 days to refund. When they fail to respond I will write via recorded post a final demand at their registered office in London with a 5 day pre-action notification. Then when that fails we will raise a small claim and proceed.
its not the money pre se its the principle - these large companies just hide behind anything so they can to screw people despite it being their own system failure that caused the problem.
anyone else had this problem with amazon and if so were you successful in getting a refund.
my view is that it has nothing to do with the bank, Amazon's system was compromised they should return the money. I have written to amazon giving them 5 days to refund. When they fail to respond I will write via recorded post a final demand at their registered office in London with a 5 day pre-action notification. Then when that fails we will raise a small claim and proceed.
its not the money pre se its the principle - these large companies just hide behind anything so they can to screw people despite it being their own system failure that caused the problem.
anyone else had this problem with amazon and if so were you successful in getting a refund.
jesfirth said:
we can't return it because they deleted the order from their system......
the elfs have not been helpful... the opposite in fact, because guess what the order no longer exists
How about getting trading standards involved. The law trump's whatever their policy or procedure is.the elfs have not been helpful... the opposite in fact, because guess what the order no longer exists
jesfirth said:
we can't return it because they deleted the order from their system......
So if they deleted the order then logically they cannot charge anything for an order that doesn't exist! Have you tried speaking to Amazon pointing this out? - 0800 279 7234If so and Amazon still don't want to play ball then obvious answer is to report a fraudulent transaction to the bank for a refund as Amazon will confirm this order never existed.
Going forward, has your daughter now enabled 2 Factor Authentication on her Amazon account.
Teddy Lop said:
Amazon are like the equivalent of dixons now. Theyre so big they're assured of their place and have no interest to intervene a problem and keep a customer happy. I'd get on to your card provider and have them seize the money back.
I have always found Amazon’s customer service to be excellent on the odd occasion I have needed it.Ructions said:
Teddy Lop said:
Amazon are like the equivalent of dixons now. Theyre so big they're assured of their place and have no interest to intervene a problem and keep a customer happy. I'd get on to your card provider and have them seize the money back.
I have always found Amazon’s customer service to be excellent on the odd occasion I have needed it.As someone else said, always enable 2 factor authentication, and use a decent strength password which is not used for other online accounts. A common scam is trying email/password combinations that are harvested from either fake sites, or stolen from sites with weaker security.
surveyor said:
I can imagine a deleted order that no-longer exists on their computer system is a problem for them.
I can imagine a charge-back might reset the problem to be their problem....
I can’t imagine that cancelling/deleting an order from their system would remove all trace of it and it’s history. I can imagine a charge-back might reset the problem to be their problem....
There must be a trail.
REALIST123 said:
surveyor said:
I can imagine a deleted order that no-longer exists on their computer system is a problem for them.
I can imagine a charge-back might reset the problem to be their problem....
I can’t imagine that cancelling/deleting an order from their system would remove all trace of it and it’s history. I can imagine a charge-back might reset the problem to be their problem....
There must be a trail.
LordHaveMurci said:
Several calls to Amazon resulted in nothing but raised voices & blood pressure.
One call to my card provider (AmEx in this instance) got it sorted in minutes, instant refund processed.
And your take away from that was it was 100% an issue with amazon and nothing to do with your approach? One call to my card provider (AmEx in this instance) got it sorted in minutes, instant refund processed.
We had similar last year albeit with the German Amazon site, we live in the UK and only ever use the UK site so immediately noticed something wrong.
Many phone calls to the German help advisors (almost impossible to find a number for them when you have been locked out of your account) as the UK call centre couldnt help resulted in them acknowledging the hack to our account but told us to claim money back via our bank.
We got back around £60 of the £100 taken but Amazon were next to useless and it didnt help having to deal with another country. Pissed off about the loss of the £40 but when one of our orders didnt turn up recently they resent the order and then both arrived - duplicate wasnt returned, call me petty but the order was almost the same value as the money they wouldnt return so fairs fair
Many phone calls to the German help advisors (almost impossible to find a number for them when you have been locked out of your account) as the UK call centre couldnt help resulted in them acknowledging the hack to our account but told us to claim money back via our bank.
We got back around £60 of the £100 taken but Amazon were next to useless and it didnt help having to deal with another country. Pissed off about the loss of the £40 but when one of our orders didnt turn up recently they resent the order and then both arrived - duplicate wasnt returned, call me petty but the order was almost the same value as the money they wouldnt return so fairs fair
ging84 said:
LordHaveMurci said:
Several calls to Amazon resulted in nothing but raised voices & blood pressure.
One call to my card provider (AmEx in this instance) got it sorted in minutes, instant refund processed.
And your take away from that was it was 100% an issue with amazon and nothing to do with your approach? One call to my card provider (AmEx in this instance) got it sorted in minutes, instant refund processed.
I place 150-200 orders pa with Amazon, when the computer says No, you get nowhere. Most of the time their customer service is pretty good.
Dogwatch said:
PF62 said:
Going forward, has your daughter now enabled 2 Factor Authentication on her Amazon account.
I didn't realise you could do that, though it isn't infallible.jesfirth said:
my daughter has an amazon account. recently she received an electonices item she didn't order value £89. Amazon have taken the money from her account/bank card. she reported it to amazon asked for a refund and for a bag to return the item. Amazon advised that as it is unauthorised activity (ie account hack) they had changed the access/login etc and removed the item from her account -all good BUT they have refused to take the item back and also refused to refund the amount. after 4 weeks of calls Amazon are still adamant that it is not their problem and are referring to may daughters bank.
my view is that it has nothing to do with the bank, Amazon's system was compromised they should return the money. I have written to amazon giving them 5 days to refund. When they fail to respond I will write via recorded post a final demand at their registered office in London with a 5 day pre-action notification. Then when that fails we will raise a small claim and proceed.
It isn't Amazon which will have been compromised. It will be your daughter's password. I would assume she is using either an easy to guess word/letter combination or worse, sharing passwords between different websites.my view is that it has nothing to do with the bank, Amazon's system was compromised they should return the money. I have written to amazon giving them 5 days to refund. When they fail to respond I will write via recorded post a final demand at their registered office in London with a 5 day pre-action notification. Then when that fails we will raise a small claim and proceed.
Every person should now be using a unique password for every website they use. Otherwise they will get hacked, eventually...
I've found Amazon not always to be super helpful when asking a question which is slightly unusual.
Example; I ordered a laptop via Amazon Prime (so not one of their partners) a few months ago which I had bought as a gift. I happened to check it two days after the item had arrived and it had been reduced in price by £40. Slightly irritated that I had overpaid, I started a livechat to ask if they would consider crediting the difference as a goodwill gesture, to save me the time and effort of returning the item and re-buying it, and to save them the costs of two way postage.
You would think I was asking for a ticket to the moon. After telling me for an hour on livechat it was "impossible", they eventually agreed to do it. But talk about making life difficult for what should have been a 2 min conversation.
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