Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,633 total complaints in the last 3 years.
21,646 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was advised via amazon chat that "i can help you with the full refund without returning the original item" but it has been a month of constant chatting and filing claims with amazon and they keep denying the claim. After being told that, I no longer have the item in my possession.My chat history, which I have downloaded a copy of, has multiple reps re-affirming the above promise, yet they refuse to issue the refund.I have spend multiple hours arguing with them, they keep telling me to file an A-Z claim but it keeps getting denied, but each time it takes 7 days for them to respond, I cannot keep doing this in the hopes that something will change in 7 days time I want me refund once and for all!and I think I deserve compensation as well for the headache
Business Response
Date: 11/21/2023

Hello,

A full refund for the claim amount was issued to the payment method Buyer used to place the order 113-6731279-9566609.

-- Refund Date:11/21/2023
-- Refund amount: $131.39

Customer Answer
Date: 11/28/2023
I accept the resolution
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order was placed 10/29. Returned item via *** tracking number 1z67561y9026768868 in the same condition that was sent to me, missing items from the package. I didnt hear anything back for a couple of weeks so I reached out to the customer service chat team and they advised me that I need to send in personal identification documents for them to process my refund. I am not comfortable providing private information to them to return my money. I have returned the item as requested and dont feel that it is right for them to hold my funds like that
Business Response
Date: 12/30/2023
Hello ****,

I'm Aqeeb from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for reaching out to us.

We have shared the details with our specialist team to investigate further on this return and refund.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 20885074

I am rejecting this response because I have not yet received my refund for the item that was returned per the amazon return policy.

Sincerely,

*********************
Business Response
Date: 01/10/2024
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Upon reviewing the complaint details, I see that you are referring to the order #***-6933841-8401828 regarding refund for the item.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/17/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an 85" LED TV from Amazon.com. Order number -112-5682650-3890601. Order fulfilled by 3rd party seller on amazon.com. I received a 6"x6"x6" cardboard box with unsigned "Thank you" note instead of my TV. ***** Tracking ID: ************ clearly shows size of the package and proves it was not the item I ordered. 3rd Party seller replied that this was a mistake and I will receive my TV in 7 days. I did not. Amazon contacted seller on my behalf and received no answer in 48 hours. At this point I submitted Amazon A-z claim. Person handling the claim requested how what I received is different from what I paid for. I provided explanation, supplied pictures of the box I received. after 4 days A-z claim person asked me exactly the same question and I provided same information again. I tried to call Amazon service, they refused to let me talk to A-z claim department. After more than 2 weeks my A-z claim was denied. Amazon is refusing to honor their obligations and refund my money. There are multiple complains about this 3rd party seller from multiple people who were defrauded just like I was, yet Amazon continues to allow this seller to function. I feel that I exhausted all my options talking to Amazon.
Customer Answer
Date: 11/18/2023
Good morning. The dispute have been resolved, Amazon will be refunding my money.
Please close this case.
Thank you for your help!
*********
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In the middle of October, I ordered a a pair of AirPods from Amazon, after trying it out for ONE DAY I decided to either go with AirPod pros or not have it at all.. so I returned the item with authorization and the label provided by Amazon.The return package was confirm received, and the status shows that I should receive my refund on 11/18/2023.I spoke with Amazon today, all at sudden they are now requesting my ID to provide a refund. I dont understand why they waited until I CALLED to ask for my ID, also, Im using the same credit card for purchase and refund. I dont understand why an ID was needed.No, Im stuck with $108 out if I dont send my ID, have known I could have sold the AirPod on the street. Dont want to risk my identity information being out there..
Business Response
Date: 11/21/2023
Hello *****,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for sharing details.

Upon reviewing, I see that a refund has been initiated on Saturday, November 18, 2023 at 11:19 AM (PST)
Refund amount $108.28 to your Original payment method.

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 11/21/2023
I was advised by their ****** representative, stating if I do not sending my identification, I would be out of the money as well as the product, I did not wanna sending any identification, so I asked for my product back they said hes impossible to return my product. I have no choice but to sending my passport. I would like to know WHY. WHY WAS THE PURCHASE AND RETURN TO THE SAME CARD, I had the item for 1 day, why was I being forced to send a copy of my identification.
Initial Complaint
Date:11/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 3, 2023 I purchased a ******* Amazon ******* from Best Buy and had it delivered. On October 13, 2023 Amazon Prime videos, including the ***** I have purchased over the last few years failed to play on the device. All other streaming worked fine. Amazon technical support kept saying that they were looking into the issue. The date I could return the television passed without resolution but with promises the issue would be addressed. Multiple tickets were filed. Staff lied repeatedly saying no tickets were filed. I was made to go through troubleshooting steps upwards of **************************************************************************** by email when the issue was resolved. The issue was never resolved and no contact was made. I was told different stories on the resolution, including accusing me of user error. Now they claim that I should again contact ******* about the issue. I have already done so only to hear that it is an Amazon issue. They won't close the tickets. I can't cancel my Amazon account because the tickets are open. I'm being held hostage. Fix the issue or admit you can't.
Business Response
Date: 11/21/2023
Hello *******,

I'm Aqeeb from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We apologies for the inconvenience caused with this issue.

I've shared the details with our investigation team.

After reviewing, our team has requested below information to identify the issue. Please help us with these details, once it is shared we will update our internal team about it for further investigation.

Are you able to view the same ASIN on any other device or Web browser? Yes or No.
Did you attempt to re-watch the video? Yes or No
Error Message :

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 11/21/2023
To answer Amazon's questions, yes I can view videos on things like my web browser. Yes, I can rewatch videos on my web browser. And finally, there is no error message only a completely unresponsive black screen.
Customer Answer
Date: 11/21/2023

Complaint: 20884958

I am rejecting this response because:
These things were all asked of me more than 30 days ago when this issue became apparent. They keep repeating the same questions and never fixing anything. It is a delay tactic. In addition:
1. I have deregisted and reregistered the ********************** multiple times.
2. I have reset back to factory settings multiple times.
3. I have disconnected my modem many times and reconnected it. I am not having connectivity issues at all.
4. I have unplugged and replugged the television in many times.
5. I have cleared the cache multiple times.
6. I have force stopped Prime and cleared the data and cache.
7. I have updated the device software.
8. I have been in contact with Best Buy and ******* who both point to Amazon being the issue.

Sincerely,

***********************
Business Response
Date: 12/07/2023
Hello,

I'm Aqeeb from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry to hear that your still experiencing the issue with your ******* Amazon *******.

We'll have to investigate this further. To help with this, please send us the log files on your ******* device.

To send log files:

1. Press and hold the "Play/Pause" and "Up" buttons on your ******* remote for three seconds.

2.Also please send us a screenshot of the issue with exact timestamp

Once we receive this information from you, our technical team will be able to investigate your issue.

I hope this information helps.

Regards,
*****
*****************************
Customer Answer
Date: 12/07/2023

Complaint: 20884958

I am rejecting this response because: They already have the information they requested. I am not able to access my television due to travel at this time. They have two months of logs. Good luck to them, but it is not my fault they have taken 2 months to do nothing.

Sincerely,

***********************
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon did not deliver my order on time , so I returned it . They did receive the items . They will not refund my order until I upload a picture of my drivers license or ID
Business Response
Date: 11/21/2023
Hello ******,

I'm Aqeeb from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We are sorry to hear about your Order return and refund.

Thank you for sharing images, I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased electronics from Amazon for $418.70, but later decided upon a return when they started to act funny and I couldn't figure out why. I'm not claiming that it was broken, just that I couldn't figure out how it worked and since I was within my return period, decided to cut bait.Amazon's automated system accepted my return, provided me with a label, and the package was shipped back to Amazon within 1-2 business days. The system also informed me that my refund (I requested store credit) would occur on or before the 17th on Nov, around 30 days later. This is an excessive amount of time by itself, but the problem is that wasn't true because when I checked back on the 17th the system now claims my refund (OF STORE CREDIT NOT CASH) will be on the 20th.I reached out to Amazon support and their agents informed me that they found "abnormal activity" on an account that had done nothing wrong, I'm pretty sure that the value of the return itself just triggered an investigation. They want me to provide government ID, so that they can CONSIDER my refund. It's not even guaranteed. All of this is made known to me 30 FULL DAYS after I sent the item, they've had the item for 3 weeks now, their system acknowledges that they received it and are processing it, and by the way, yes the item in full mint condition was returned. There is no investigation necessary because the facts which are well known are that they have the item, they have my money, the told me if I return item they will return money, but only now that they have it do they add stipulations I don't agree with, and oh by the way, they refuse to send me the item back.So basically a private company is trying to force me to identify myself not to buy an age-restricted item, but to receive a refund on a non-age-restricted item that they were happy to sell me with no ***** days for a refund is insane, requiring ID for a refund (OF STORE CREDIT!!) is insane, and keeping the item AND the $$$ is insane.
Business Response
Date: 11/28/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email. We have rejected your return as the serial number of the returned item does not match the originally shipped item and We only received [DaVinci Resolve Speed Editor] without ****************** DaVinci Resolve Studio (Activation Key)] from the ordered item.We are currently working with your card issuer to resolve this dispute.Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If you need more information or wish to cancel any disputes, please contact your card issuer.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

*****
Customer Answer
Date: 11/28/2023

Complaint: 20884790

I am rejecting this response because:
You are liars. I have never owned or been in the possession of any other physical speed editor device other than the one YOU shipped me and sent me. In other words, the physical device I removed from the box is the same one I put back in the box and shipped back to you. I even shipped you back the original product box. Any allegation or implication that I swapped anything before returning the device is FALSE AND FRAUDULENT.

As far as the activation code card, the meaning piece of plastic that simply dictates random letters and numbers for you to input needs to be returned? ITS SOFTWARE. I paid for SOFTWARE ACTIVATION not a card with a code on it. If you need the effing card so bad I can mail you that too if thats worth $418 that youre trying to withhold??? They can literally remotely disable the software why would they need the plastic card with the activation code? Makes no sense youre literally grasping at straw trying to deny me a refund.

Sincerely,

*******************
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item from Amazon.com and the item was sent broken and not working. When I requested a refund they asked for my ID first in order to "investigate".I sent them multiple emails explaining the issue and they refuse to refund me or do anything before I submit my ID first.
Business Response
Date: 11/19/2023
Hello ***********************,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry to know the item you received is broken and not working. I apologize for the inconvenience caused.
I understand you're upset about providing the details of the government issued ID, however in order to assist you further, as requested by our Specialist team, we need government issued ID to validate your account.
I see that you've already submitted the details needed and as suggested by the team, please wait for 3 business days for an update.
Please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:

************************************************************************************

We appreciate your patience and understanding in this regards. We look forward to hearing from you.

Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.

Regards,
*******
Amazon.com
Customer Answer
Date: 11/19/2023

Complaint: 20884595

I am rejecting this response because:

This is the same response I got 9 days ago, and you insist on wasting my time.

You didn't ask for my ID when I ordered the item, and my account was normal, but after I received a broken non-working item NOW my account has abnormal activity? And you need further investigation?
You need to investigate the seller who is sending broken items to your customers!!

You have been investigating for almost 10 days now and nothing new, always the same email to wait 3 days.

This is not acceptable and unprofessional.

I want a full refund! And if you want your item back, I'm not gonna pay for the shipping because the shipping cost from my country is higher than the item total value! You will need to arrange with the shipping company to ship it on your own behalf.

Sincerely,

***********************
Business Response
Date: 11/22/2023
Hello ******,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

Unfortunately without the ** our specialist team is unable to proceed further. Once you provide the **, it will take upto 3 days for the investigation.

While I understand you have been waiting for the refund, I do not have more information in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/28/2023

Complaint: 20884595

I am rejecting this response because:

You didn't ask for my ID when I placed the order and you took my money!

You don't need my ID to process a refund, this is still unacceptable and you insist on wasting my time.

The
Amazon seller scammed me by sending me a broken item, I just want to
send him his BROKEN item and my money to go back to the same credit card
without paying any extra shipping cost.

How hard could that be??

Are you really going to lose a customer to a scammer?

I never had an issue like this with any other website before!!
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I returned two of the same items to amazon approximately one month ago and have only received a refund for one of them. Amazon is claiming that in order to recieve a refund for the second item that I must proved a form of identification which I believe is private and sensitive information that I do not want to share with them and has mot been necessary with any other returns. Please advise.Below is a copy of the information I sent to amazon regarding the order once their support was unable to issue the refund.Hi,Here are the details for the following questions;1. 112-0153696-0647450 (Order Number)2. 11/2/2023 (Todays date)3. 10/08/2023 (Refer to tracking number for proof of shipment: 1zr7y0129013836902) [Date return item was shipped]4. *** drop-off location (Tracking number: 1zr7y0129013836902)5. Quantity 2: Antec RGB Fans, PC Fans, 5V-3PIN Addressable RGB Fans, 120mm Fan with Controller, Motherboard SYNC with 5V-3PIN, Fusion Series Black 5 Packs, Compatible with Desktop If this information is not accepted, please escalate to supervisor.Will attach a picture from amazon store card showing that amazon only refunded half of the items returned. Refund should have been that quantity x 2. Thanks!
Business Response
Date: 11/21/2023
Hello *******,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item 1 x Antec RGB Fans, PC Fans, 5V-3PIN Addressable RGB Fans, 120mm Fan with Controller, Motherboard SYNC with 5V-3PIN, Fusion Series.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Amazon ****** customer service back on Monday - I spoke with one of their agents **** and then her supervisor ***** - for a fee I never consented to and noticed was monthly being charged on my credit card. The charge shows Amazon Prime as per screenshot from my credit card statement, and I noticed it was for $10.16 - which after September turned into $11.29. Based on the charge description I assumed this was related to my annual Amazon Prime membership fee. However, checking back into my credit card an additional charge was made under Amazon Prime for $111.87 on October 30th. After speaking with Amazon customer service agents above they confirmed this fee was indeed my amazon prime membership fee, but turns out the monthly unauthorized charge I never gave my consent for was related to Amazon Music. Getting back into the history of charges ***** was able to also confirm I am being charged since February 2022 for this service - service that as shown in screenshots attached I am not making use of provided I have a Spotify Premium membership attached as default music service on my Alexa *********** the reasons above mentioned I requested the immediate cancellation of this recurring charge and also the full refund for this unauthorized charges into my credit card, for which ***** was able to only cancel this service under my account and refund for 3 months only. I am not satisfied with the partial refund for this non consented charges, and therefore I am making this written complaint to have the full refund for this amount charged since February 2022.Should you require additional information from my end please do not hesitate to reach out.Thank you.
Business Response
Date: 11/20/2023
Hello *********;***********;************;****,

I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I've reviewed the complaint and understand your concern regarding the unauthorized prime charges on your Amazon account.

I apologize for the inconvenience that you've experienced in this case.

I would like to inform you that as these charges are unauthorized, unfortunately we'll not be able to take any action on it from our end.

However, the previous representative was able to refund charges for 3 months and that is the best we could.

I would recommend and request you to contact your bank and dispute the remaining charges.

If we had any other option to refund the charges and I would have surely got it done for you *********

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/21/2023

Complaint: 20884319

I am rejecting this response because of the reasons below:
1. Unfortunately the bank won't be able to process any disputes on charges incurred older than 120 days from the day they are reported. They were able to refund 3 additional months for a total of 6 months if unauthorized charges -provided you Amazon already refunded me for the last 3 months of unauthorized charges- but as initially mentioned these charges started back in February 2022, so there is still a need to be refunded for the additional 16 months I was charged for.
2. I never consented to nor authorize this charge to be made. I never received any written notification that I was going to be charged this amount since back on February 2022.
3. The description for these charges do not reflect the real service associated to them. As previously mentioned the charge on my credit card reflects "Amazon Prime" leading me to think all this time I was paying my monthly Amazon Prime membership, as opposed to a hidden charge of "Amazon Music" that I just realized after calling your customer service once I noticed I was charged double in the month of October for the same charge with description "Amazon Prime".

Sincerely,

***********************
Customer Answer
Date: 11/27/2023
As mentioned to the Amazon agent replying to this dispute and as per screenshots attached the bank estatement does not contain the charge IDs that the agent is requesting, Besides, as confirmed by the Amazon agent during their response these charges were unauthorized from their end and as per conversation over the phoen with Amazon support they are fully aware of these charges since February 2022, therefore it is their responsibility to reinburse me for them.

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