Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,406 total complaints in the last 3 years.
21,580 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:05/28/2023
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.
My 12 year old son used his Christmas gift cards to add to his Amazon app. He had a combined total of $292 in gift cards. He had $100 **** card and the rest in Amazon gift cards. They froze his account for unknown reasons. After several attempts and many phone calls, I was told he had to prove that the $100 **** gift card was his. These were gifts. Until this day there has been no resolution and they have kept my son's Christmas gift cards. He is 12 years old!
Business Response
Date: 06/11/2023
Hello *****,

I'm Sandhya 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 your complaint details and I'm sorry that your son is unable to access his Amazon account.

I'm happy to help, however we didn't find any account details on complaint.

In this case, we would request you to write back to us with your son email address associated with amazon.

We appreciate your quick response.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/12/2023
The email address that was associated with that account was ******************** and the phone number is ************.
the current email is *********************
Business Response
Date: 06/20/2023
Tell us why here...Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 20 June, 2023.

Sincerely,

Amazon.com
Customer Answer
Date: 06/21/2023

Complaint: 20114824

I am rejecting this response because:
I did not receive any correspondence from Amazon on June 20th. Where did they send the email? Thats communication I received from them was on June 11th.

(B
Amazon.com, me
Your Amazon.com Inquiry - BBB C...
Hello Salwa, I'm Sandhya fr... Inbox
Jun 11
Better Business Bureau
You have a new message from th...
Company: Amazon.com. Co... Inbox
Jun 19

Sincerely,

***********************
Business Response
Date: 06/26/2023
Hello,
Please note that for security and confidentiality reasons we can only discuss matters regarding a specific account with the e-mail address or phone number registered on that account. We responded to the customer's registered information on **********.
We appreciate your patience with our security measures.
Sincerely,
********
Amazon.com
Customer Answer
Date: 06/28/2023

Complaint: 20114824

I am rejecting this response because:
My son is 12 years old. Hes a minor and the old account was closed by apple and issued a new account. They should respond to me as his mother. I checked his new email ********************* and he did not receive an email from Amazon. His old email ******************** is no longer active. Why does Amazon keep giving us the run around? Please refund my son the money he put on his Amazon app.

Sincerely,

***********************
Customer Answer
Date: 07/26/2023
Hello
I am following up to my response on 6/28 to see if there are anymore updates.
Business Response
Date: 08/07/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Business Response
Date: 08/17/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 17-08-2023.

Sincerely,
Amazon.com
Customer Answer
Date: 08/17/2023

Complaint: 20114824

I am rejecting this response because:
who Are the emailing? My 12 year old son who no longer has that email account? Why dont they reimburse my son! That was his Christmas money and gif cards.

Sincerely,

***********************
Business Response
Date: 08/24/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 17-08-2023.

Sincerely,
Amazon.com
Customer Answer
Date: 08/24/2023

Complaint: 20114824

I am rejecting this response because there is no updated information. This is the same email that was previously sent. The account that you are emailing belongs to a 12 year old and the account is no longer active. This is extremely disappointing and frustrating that Amazon would keep money and gift cards a child received for Christmas. How can we resolve this and why are we going in circles?

Sincerely,

***********************
Business Response
Date: 08/27/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Business Response
Date: 09/14/2023
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained,used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 09/14/2023

Complaint: 20114824

I am rejecting this response because: what was a violation of the the Amazon policy? Why do you continue to go in circles? You closed his account and took both ********************** and **** gift cards placed on the account.

Sincerely,

***********************
Initial Complaint
Date:05/28/2023
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 is refusing to refund an order that they delivered to the incorrect address. I have been trying to patiently resolve the issue with Amazon **************** for two months and they are now refusing to work with me. When I contact them they just hang up on me. I have photo proof that they not only contacted the person receiving my packages to keep them but also that this order was delivered to the incorrect address via Amazons map as well as the photo they take of the packages delivered. I have told them that I just want my money back and they refuse to help me or listen to me.
Business Response
Date: 06/01/2023
Hello ********,

I'm Sandhya 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 your complaint details and I'm sorry to know that your product delivered to incorrect address.

Upon investigating, I can confirm that the product is not delivered and issued refund to your original payment method on May 30 2022 for $99.72.

You'll see the refund on your credit card statement in the next 3-5 business days.

Once processed, you'll also be able to see the refund request here:

***********************************************************************************.

We appreciate you bringing this to our attention.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:05/28/2023
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.
Amazon I purchased a $100 digital gift card for my son to buy video games over the holiday weekend. It was flagged for fraud and my account was locked. Which also means that my amazing tv stopped working and my audible account, even just listening to books, was as well. I spend on average 30k a year with many high dollar items purchased. I contacted customer service. They were not able to access my account. Told me all transactions would be cancelled and that I would have to wait 24 hours for my account to be unlocked. I attempted to escalate the issue because I knew I was the person making the purchase. My account was unlocked but only transactions before May 5 are displaying. Many transactions have pulled from my bank account after I was told they would be cancelled and they are all inaccessible to anyone. Many of the representatives I spoke to were rude, no one really offered a solution, only telling me that Id have to wait 24 hours for an email.
Business Response
Date: 05/30/2023
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've reviewed your complaint details and I'm sorry to know that you're unable to access your Amazon account.

Upon investigating with our internal team, I can confirm that your account is open and active. You can now place orders on your account.

If you're unable to login into your account, I've requested a password reset on your behalf. You should have received an email from ** with a link and instructions for resetting your password. If you didn't receive the email, please check your junk mail folder for an email with the subject line "Amazon.com Password Assistance."

We appreciate your patience and understanding.

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

Regards,

Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:05/28/2023
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.
Hi my Amazon account was closed due to a policy violation, which stated I have had an account with them which has already been closed. This is not the case. I received this email after i reported a missing item which I had ordered. I have tried to message Amazons specialist team numerous times but they have not been helpful at all. The email that was sent before the account closure , stated that if I contact my local authorities and report it a a crime then Amazon would further help with this matter. I have reported to my local authorities and been giving a crime reference nothing as well as a completed crime report number. Even with all this Amazon refuse to commit to their word and help with this matter. I have almost giving up hope on this matter and would greatly appreciate any assistance
Business Response
Date: 06/11/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because their account is directly related to another account which has been previously closed due to the abuse of our policies.

As a result, we have denied the customer's refund request.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 6/11/23.

Sincerely,

***
Amazon.com
Customer Answer
Date: 06/22/2023
Thank you for the response. Ive been a loyal customer for many years now, Ive not had any problems with Amazon until now.

The fact I invested **** on a laptop which I needed for university, which I didnt receive is worrying. You stated *** had a previous account closed, which is not true is outrageous.

Not only have you taken my money, youre also making false allegations. Ive got exams coming up, youre sabotaging my future.

Ive made police reports, showed you all the evidence you need but still you cant provide me with the help I need. Im not taking this situation lightly, I have escalated this with the bbb. If a reasonable outcome can not be reached my next choice of action will be to file a claim with my local magistrates court against Amazon , as a victim of fraud.

Yours sincerely,

*****************************.
Initial Complaint
Date:05/28/2023
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.
I am reaching out to address a distressing issue that I encountered while attempting to log into my account, which has left me feeling concerned and inconvenienced. Upon my login attempt today, I was surprised to discover that my account has been locked. The notification indicated that this action was taken due to some activity associated with new accounts. As a new user, I am perplexed by this situation as I have diligently followed all the guidelines and procedures outlined by Amazon during the account creation process and ordering products.I genuinely cannot fathom why my account has been locked, as I have not engaged in any activities that could be perceived as violating Amazon's terms of service. My interactions with the platform thus far have been limited to browsing items, comparing prices, and adding a few products to my cart for potential purchase.Current order waiting for arrival - order #***-7399906-7361847 its tacking no.: TBA072415531000
Business Response
Date: 06/10/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 6/11/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 06/17/2023

Complaint: 20114388

I am rejecting this response because the business are asking for too much private information just to unlock the account.

Sincerely,

******************
Business Response
Date: 06/29/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 06/29/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 06/30/2023

Complaint: 20114388

I am rejecting this response, I won't provide any utility bill to any business, even amazon, it's too much just to prove my identity. I already submitted by billing statement, that should be enough.
Sincerely,

******************
Business Response
Date: 07/28/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Initial Complaint
Date:05/28/2023
Type:Billing 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.
Honorable BBB.org! I appeal to you as the last resort and really hope that you will help to restore justice. I'm Emese *********************, an Amazon Seller. My Account [BlumelsionkisGG storefront, e-mail address: ********************** merchant token A2DYDV5YDH3YE6] has been deactivated because of the error. Ive been selling my products for more than a year. Please look at the sales history of my account. The official reason of deactivation is We arrived at this decision because your account has received multiple intellectual property violations and we did not receive any new information regarding your listings or selling history. ASIN: B09TFYNQMY. Infringement type: Copyright. I want to assure you that NO changes have been made on my part regarding the listing B09TFYNQMY and will not be made. I will never attempt to change any of the attributes. I am fully aware that this is contrary to Amazon's policies especially ASIN Creation Policyhttps://sellercentral.amazon.com/gp/help/help.html?itemID=**********. Please check attached file which called Legal audit where you can see the whole history of received Performance Notifications of my account. There was NO any performances about ASIN:B09TFYNQMY. I didnt get only notification through Account Health page! So this deactivation is clearly a mistake! Ive already provide an appeal for reinstatement on my account on May 22, but I still havent got ANY respond.I've collected a package of documents allows identifying my personality [passport, bank statement] and I'm ready to provide any other documents needed for verification.I urge you to pay attention to this appeal. Doing business on Amazon.com is a source of income for my family and the main professional activity of my employees. I'm an honest seller and employer and I want to continue working for the benefit of the country by developing my business, saturating the market with necessary goods, and creating additional jobs. I hope that my complaint will be heard.
Business Response
Date: 05/30/2023
We have decided to reinstate this account and an email was sent to them informing them of this decision on 5/30/23.

Thanks,
Amazon.com
Initial Complaint
Date:05/28/2023
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 refuses to refund the purchase amount to my debit card/bank and will only place it on a gift card. This is the second damaged mirror I have tried to purchase and I do not want to use Amazon services again and they are trying to force me to do so. They refuse to communicate and the seller is unreachable. They have told me to call in and Amazon fails to connect me with a competent person that can assist me.
Business Response
Date: 05/31/2023
Hello,
We have already issued a refund on May 18, 2023 to customer for claim related to order *******************. The refund is only issued to original payment method, therefore refund was made in the form of GC.
Sincerely
Initial Complaint
Date:05/28/2023
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.
Amazon recently closed my account for requesting too many refunds on damaged, missing, or incorrect items.After speaking to someone promising to reinstate my account, I was hopeful that the issue would be resolved as they said my account would definitely be reinstated within 24 to 48 hours.However these were false promises and I still ended up receiving an email saying that my account would not in fact be reinstated. I spend a lot of money on Amazon.And I mean a lot. I've been a member for years and only recently started having issues with deliveries. However these issues have not been my fault. For example I received a set of 4 wine glasses that were supposed to have 4 different pictures on them only to receive a duplicate of one of the pictures. Therefore they had to be sent back as they were incorrect. *** had items left out in the pouring rain when I specifically requested no weekend deliveries because I knew I wouldnt be home and that it was supposed to rain and I wouldn't be able to bring the items inside in a timely manner. However the products were delivered anyway and weren't even put under any kind of overhang, just left out in the open for them to get ruined. I've had items say that they were delivered only to find them not on my porch or even items missing from the box. Overall I just don't believe that I should be punished for returning items or requesting refunds for items not received. I do continue to want to give Amazon my business as I know they can do better as they have in the many years before this.I just want to be able to move past this and to completely ban a person for life for situations that are out of their control is just poor business.I even have a Kindle that is just rendered useless without an Amazon account and those things arent cheap so to not be able to use it is completely unfair.Ive tried reaching out to Amazon for a solution and have been unsuccessful so Im hoping you can resolve this issue and help me get my account reinstated
Business Response
Date: 05/30/2023
Hello ******,

I'm Sandhya 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 your complaint details and I'm sorry to know that you're unable to access your Amazon account.

Upon checking, I can confirm that your account is active and open now. You can now place orders on your account.

If you are unable to login into your account, I've requested a password reset on your behalf. You should have received an email from ** with a link and instructions for resetting your password. If you didn't receive the email, please check your junk mail folder for an email with the subject line "Amazon.com Password Assistance."

We appreciate your patience and understanding in this regard.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/12/2023
Hello, I'm reaching out again because Amazon said that they resolved my issue and that I could now place orders on their site. However, I just tried to do so and it would not let me and I received an email saying that I could only make digital purchases. That's not what I was told before or what was previously agreed upon so I am still very dissatisfied with Amazon's resolution to this problem. I expect them to stay true to their word and open my account back up to all orders as they previously said that they did.
Business Response
Date: 06/13/2023
Hello ******,

I'm Sandhya 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 your complaint details and I'm sorry for the inconvenience you have experienced with your account.

Upon checking, I can see that your account is active and open status. If you are still unable to login, request you to reset the password.

We appreciate your patience and understanding.

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

Regards,
*******,
Amazon.com
***********************************
Customer Answer
Date: 06/16/2023

Complaint: 20114227

I am rejecting this response because: the company doesn't seem to understand the help that I am trying to ask for. Yes, I know that my account is technically open but I still can't place orders on it. They have done nothing to help the situation thus far.

Sincerely,

***********;
Business Response
Date: 07/04/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Additionally, we have denied the customers request for a refund.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on ***********.

Sincerely,

Amazon.com
Customer Answer
Date: 07/11/2023

Complaint: 20114227

I am rejecting this response because:
I never once was notified by Amazon on their decision and like I said before, nowhere is it clearly stated that they have the right to terminate an account based on what are in my opinion, ridiculous policies that literally no one knows about because of their shady practices and claiming they give warnings when they definitely do not. I still expect my account to be reinstated because I never received any type of warning and it's completely unfair for any business to refuse a customer service out of nowhere instead of working fairly with them to come to a compromise. Good businesses work with their customers instead of just writing them off completely. I've truly never dealt with any business that is this completely unfair and that won't listen to any reason.

Sincerely,

***********************
Initial Complaint
Date:05/28/2023
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.
Hello,My Amazon account got hacked and then locked. I contacted Amazon customer ******************** tons of time since May 3rd until now May 30, and they keep repeating over and over you should receive an email within ***** hours resolving the problem and nothing happens. I got frustrated because all my information is there and I don't know how much exposed to the hacker.
Business Response
Date: 06/04/2023
Hello *****,

I'm Sandhya 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 your complaint details and I'm sorry to hear about the trouble you are having accessing your account.

I reviewed your information and I can confirm the account has a two step verification, I tried contacting you at the phone number provided in the escalation and registered in your account, but was unable to reach you.

I've already exhausted the attempts, however, you can get in contact with us through the number ************** or below you can find instructions to proceed with your request to disable Two-Step Verification:

Go to the Amazon help page on the following link and take the steps from there, either if you have access to the account or the second option in the instructions, if you do not have access:

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

Please note that you would be required to upload a scanned copy of a government-issued ID to verify your identity, like your driver's license or passport. Before uploading your documents, make sure to cover, conceal, or remove sensitive information, such as account numbers or identification numbers. Make sure your name, address, and the issuing authority are visible.

If you have not requested to disable Two-Step Verification on your account and just need help from ***************** you can use the following link:

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

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/07/2023

Complaint: 20114183

I am rejecting this response because:
As I mentioned that my Amazon account got hacked and the phone number was changed from the original one which was ********** on May 3, 2023 to a hacker phone number ends with 82. You can check this event in your system. With that being said I did not receive any call from your side and I happy with talking to you over my original phone number associated with the account **********. Also I have exhausted contacting customer service using the phone you provided to request cancelation of two step verification but no luck and at the end they advised me to override the account by creating a new account with same email address which means I will lose all the information including digital orders, gift cards, and ordering history.
Very recently on Friday June second 2023, I contacted account specialist again and sent my identity ID and nothing happens. This is totally unfair of being a victim of identity theft through Amazon.

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

Sincerely,

*************************
Business Response
Date: 06/11/2023
Hello *****,
Thank you for writing back to us.Before our team connects with you, we want to make sure that you need to submit a government id.
If you haven't done, please follow the on-screen instructions to upload your identity document.
Make sure that your name and address, and the issuing authority (e.g., state or country) are visible. Cover, conceal, or remove sensitive information such as account numbers or identification numbers.
Here is the link: ***********************************************
We look forward to seeing you again soon.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 06/12/2023

Complaint: 20114183

I am rejecting this response because: the provided link keep circles me to login page which at the end says your account is locked and call customer service. I called and asked me to send ID by email. Still no progress.

Sincerely,

*************************
Business Response
Date: 06/15/2023
Hello *****,

I'm Sandhya 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 writing back to us.

I've checked the image which you have shared with our customer service team. Your fingers covers most of the information on the Government ID.

In this case, I would request send us clear image of your ID, by placing it on any flat surface. So that, I can request our internal team to look into it.

Awaiting for your response!!

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/20/2023

Complaint: 20114183

I am rejecting this response because I sent ID to ********************** and they confirmed to me the two step verification was disabled but this was not true and I am still cannot access my account. Please reset up the phone number associated with the account to the original one which was ********** and everything should be solved.

Sincerely,

*************************
Business Response
Date: 07/04/2023
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.
Upon review, I see your account is disabled and you're unable to login into your Amazon account.

In order to remove the disable status and change the phone number we need to run our advanced security process (asking you some questions based on the account information).

Our account specialist tried to reach out to you, couple of times on 6/22/23 however we're unable to reach you.

In this case, please respond to email which you've received from our team with available contact number, so that the issue will be resolved at the earliest.

We appreciate your patience and understanding. We look forward to seeing you again soon.

Regards,

Sandhya
Amazon.com
*****************************
Customer Answer
Date: 07/11/2023

Complaint: 20114183

I am rejecting this response because I sent my ID and followed the all directions but nothing happens which is wasting my time and putting my sensitive information at risk of replying to Amazon email by sending my ID. I could not believe that Amazon could not for 3 months retrieve my hacked account because of its weaken system to protect the privacy of their customers.

Sincerely,

*************************
Initial Complaint
Date:05/28/2023
Type:Billing 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 registered an amazon *** buyer account (E-mail: ********************* and I wanted to make a purchase from *********. As soon as I made the payment, my account was closed by ******************** stating unusual payment activity. I even provided them my credit card statement but still they didn't provide me any help. Therefore, I am writing to express my deep concern and dissatisfaction regarding the closure of my buyer account on ********************** due to alleged unusual payment activity. I was shocked to receive the notification of account closure, as I have always been a loyal and responsible customer.I want to clarify that the unusual payment activity mentioned was not a result of any fraudulent or unauthorized action on my part. I have always prioritized the security of my payment information and have never engaged in any dishonest or unethical behavior.I kindly request a thorough investigation and reconsideration of the closure of my buyer account. ********************** has been my trusted online shopping platform, and its closure has caused significant inconvenience and disrupted my ability to access essential products.I am willing to cooperate fully, provide any necessary documentation, and assist in resolving this matter promptly. I sincerely believe that this closure is a misunderstanding, and I request the reinstatement of my buyer account to resume my seamless shopping experience.Thank you for your attention to this matter. I eagerly await a positive resolution and the restoration of my Amazon buyer account.
Business Response
Date: 06/09/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/9/23 confirming account reinstatement.
Customer Answer
Date: 06/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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