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

58,737 total complaints in the last 3 years.
22,037 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:11/14/2023
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.
Dear, It has been about a few months since my account was stolen and locked. My seller account is also unable to log in and I owe Amazon $1362.87. I paid back $1362.87 with my credit card on February 21, 2024. After that, I got an email from Amazon, they claimed to have received the money, but my account was still locked. Please unlock my account as soon as possible, otherwise I am afraid that my account will not be able to log in again due to arrears. Please process my account as soon as possible, I need to log in to my account, thank you. My Amazon account is ********************* My seller id is **************. Please restore my account, I have completed the transfer.till have a lot of goods in Amazon FBA warehouse, my customers are still waiting for my service. So I am very urgent to get my account back and continue my Amazon business.Sincerely,************
Business Response
Date: 12/07/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
Please update your request with the account's information
Business Response
Date: 03/24/2024
Greetings from Amazon Services,

I am unable to locate any seller accounts using the email address provided within the complaint, ********. For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account.

Please provide the email address that was used when registering the seller account.

Thank you

Customer Answer
Date: 03/26/2024
Initial Complaint
Date:11/14/2023
Type:Sales and Advertising 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.

Complaint: 20867139

I am rejecting this response because:
Maybe I do not understand the situation, but you seem to be sending some conflicting messages? I will just quote the email directly and hopefully you can clarify what the intention is?

Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request. How will you verify my identity? In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:"

Sincerely,
*********************
first place, was logged in on my home IP which obviously tracks to my home. Was reading to her an email that came directly to my email account. She flipped the "Abnormal Activity" switch which asked to "verify" my identity with my Driver's License and threatened to renege on an item that I received damaged in shipping, that I hadn't yet decided if I was going to return, but I do already have a label created. I included the emails, the original promissory email, the multiple emails from the representative who was obviously angry or agitated. I will use the word harass in the conversation, because I believe that was the intention of the Verification request which threatens you that you won't be able to return items etc. Anyway, pretty disappointed in the later correspondence. I did submit my ID just because I have nothing to hide. I definitely am who I say I am.
Business Response
Date: 11/15/2023
Hello ******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

'Thank you for uploading your ID, but it looks like we still do not have a first scan on the item you are returning.

Please return the item via UPSDropOff (1Z9758VA9048471663). Once handed over to the carrier and a first scan is captured, we will be able to offer you a refund for this time.'

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
Type:Service or Repair 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.
Amazon has reinstated my account as of today, I am now able to successfully log in and use Amazons services after months of unfair treatment by this company. I am satisfied with the resolution and hope that this will not happen again in the future. Thank you for your assistance in this matter.

Best regards,

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

ccount and told me within 24 hours I would hear back, I heard nothing within that time. I received a email telling me the reason my account was closed was due to me abusing the return and refunds policy, to which I called and told them this was not me as I have never returned anything and I haven't bought anything to return. The woman told me my only option was to respond to the email they sent to appeal the decision and that they would look into it further on my behalf as it definitely sounded like something wasn't right. I then today received an email from a gentlemen named ****, who told me that my account has been linked to another account which was previously closed for abusing the return policy. He told me that their decision to close my account was final and that they have decided to not reinstate it despite my many pleas and appeals telling them directly that the things that are happening are not me, I also have told them I only have one account despite them saying otherwise.
Business Response
Date: 12/26/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 26 December, 2023 confirming account reinstatement.

Sincerely,
*****
Amazon.com
Initial Complaint
Date:11/14/2023
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.
The amazon order number is ***-1074391-6033013 I have 4 orders of Amazon gift cards on 10/26. And then I received an email from Amazon stating that they have cancelled all gift cards and will refund me within 3-5 bossiness days on 10/28. I received 3 orders refund on 10/30, but the forth one has not being refunded. I have contacted the company 4 times. Evetime they promise that I just need to wait for 2-5 days and the refund will be issued. I have not received until 11/14. They just keep postponing my refund by making one and another excuses.Below is the email I received on 10/28 from Amazon:Hello,We're contacting you about order(s) #***-5885484-9130615 ***-0172807-6846611 ***-2161898-7686667 ***-1074391-6033013.We recently learned that an error caused gift card(s) you purchased to be displayed at an incorrect price. In this case, we're unable to offer this item for the incorrectly posted price.Therefore, we've cancelled your order for this item and are currently processing a refund. Refunds are applied to the payment method used for the original purchase and typically complete within 3 to 5 business days.If you received a gift card, it will not be active. Please discard it. We apologize for the inconvenience this *** have caused. At any given time, despite our best efforts, a small number of the millions of items on our site *** show an incorrectly posted price.To help make up for the inconvenience, we've applied a $25 Amazon.com Gift Card to your account. This amount will be applied to your next eligible order automatically without entering a claim code.Sincerely,Customer Service ********************
Business Response
Date: 01/11/2024
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 about order 112-1074391-6033013. We have researched this matter and confirmed that the dispute in question has been resolved in your favor. Therefore, we will not be able to reimburse you.

Please contact your card issuer for more information about reimbursement for this purchase.

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

*****
Initial Complaint
Date:11/14/2023
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.

Complaint: 20867080

I am rejecting this response because: Im not sure what her team is talking about. I have not submitted my information and I will not be submitting it.
this is exactly like the other agents that helped me its like a generic copy and paste email.
So Im not 100% confident they even read my issue. They did send me an email saying they will review my information but the only item I sent was a picture of a dented product.
no one is seeming to take it serious that I cancelled 37 subscriptions and am about to cancel my prime. I spend thousands on Amazon but thats about to change.
I would like this resolved without wanting my drivers license and password. Im not going to risk my credit card information because you want me to prove who I am all while allowing me to continue to use your site. This is being written about all over the internet as a ploy by you to keep peoples money and in some instances product to.

Sincerely,

*************************canceled 39 subscriptions at which he said okay send the drivers license and we will help. I then researched on line and others are getting the same treatments. Its just very odd that the email wanting the picture of dented can came to my Amazon email but the one wanting all my private credentials did not. I will just keep this cat food but want this treatment to stop. Until I get an apology for the poor quality of service and asking me to possibly compromise my account I will no longer be using subscription service and we may cancel prime all together. Thank you for your help. Amazon use to be amazing but with this new tactic they might have just lost a customer.
Customer Answer
Date: 11/16/2023
They sent me a reply as follows:
I am Vishal from Amazon.com.

Firstly I would like to thank you for getting back to us.

I sincerely apologize for the inconvenience caused to you.

Here I request you to please wait until the review is done and our team will get back to you with relative information.

I hope this helps! Have a great week ahead!

Regards,

Vish
Amazon.com
*****************************
they are not even reading my response. I explained I have sent no information so your team has nothing to review. They are following a generic script and it doesnt matter what I say. They have asked me to wait 3 days for the review. Im concerned they are saying they have information I didnt send. Has my account been compromised? Is their team making stuff up? I guess since I dont feel they are even reading my replies we will ever know. This is stressful and disturbing and disappointing. Thank you for your help BBB. As you see the customer service of ********************** is not what it use to be.
Customer Answer
Date: 11/16/2023
If you need every email please let me know. They have sent me over 13 of the same emails requesting my ID
Business Response
Date: 11/15/2023
Hello *******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

'Thank you for uploading your ID.

I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Please contact us again after November 16, 2023 days of submission. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

Thanks for your understanding. '

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

If you still don't receive any response by the mentioned date you can reply to the email sent on Tuesday, November 14, 2023 at 2:33 AM with subject 'A Message from Amazon ***************** and our team will review this further.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/19/2023
More Information...
Amazon.com <***********************************************> 3:54?AM (3 minutes ago)

to me

Hello *******,

I am Vishal from Amazon.com.

Firstly I would like to thank you for getting back to us.

I sincerely apologize for the inconvenience caused to you.

Here for certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

I hope this helps! Have a great week ahead!

Regards,

Vish
Amazon.com
***********************************

Here is a private message they sent me as you can see the 3 days have passed where they replied last time saying I submitted my information and they have done nothing. This person who ever they are, are following a script and simply copy and pasting. I'm not sure what to do because they are not going to give me a refund they are not going to do anything. If you search the internet many people are complaining about this topic. I even think there is a class action lawsuit against them in Washington for keeping people's money. The problem I have is this. There was no damage to the shippping box nor was there any damage to the box the cat food was in. This means the shipper who ever fulfilled this order repackaged this product with damaged cans of cat food. Rather than Amazon making this right with the customer they want to punish the customer when in fact they should be investigating who ever sold this product. This is a problem for Amazon because they assure you that your information is protected however I do not believe them because they can't even respond to you without a script. The email they send you does not go to the Amazon mail(within Amazon you get a copy of emails sent to you) this is just a generic email that is sent to your email that forces you not to use the Amazon App to fulfill the request but forces you to open a web browser. In my web browser my password is automatically saved, however when this magical website opens up it does not apply that it wants you to insert your password which is just what criminals on the wab want they not only get access to your password but they get your Drivers license and access to all your credit card information.
I will not put in this information. It is clear Amazon customer support wherever it has gone has no intention of helping me. If you contact customer support via chat they copy and past the exact same script to you. I have stopped my orders going to Amazon and now use Chewy. The sad part is that I cancelled 37 subscriptions with Amazon and out of all the agents I have spoken with not one cares. When you no longer matter as a customer then it's time to stop using that company. I just want others to be aware of this action of Amazon so they do not fall prey to their tactics of selling you damaged merchandise and then not doing anything to correct it.
If you think about it this is a scam by Amazon if there was really a security issue they would freeze your account until this was resolved however they do not they let you keep buying with no restrictions whatsoever. I believe in the long run Amazon will end up having more class action lawsuits against them. Unfortunately this does not help me now.

Customer Answer
Date: 11/19/2023
Hello *******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Firstly I would like to apologize for the inconvenience and confusion regarding the ** submission.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

This is a new message they sent me. This again is a Scam on their part and I can prove it. They have sold me a product that is damaged and is classified as nonreturnable. The guy that sold the cat food repackaged damaged cans of cat food because none of the boxes was damaged only the cans, then sold it as a new product which is was not. They do not want to refund this product and lose money. So they create a scenario where I have to jump through hoops to get my refund and from what others have said on the internet even then you might not get your money back. Now to prove this is a scam and they are wanting to simply not give me a refund for this product. Since this issue has accord no interruption to my account has happened. There is no security threat or concern. I have gotten refunds on other products with no issue and no request for my **. I'm not sure what to do with this now BBB as they are not going to make this right and they are just going to rip me off. Please let this stand as proof and a standing record of this action by Amazon because when the class action lawsuit comes, I will have proof of their tactics.
If they locked down your account and prevented, you from ordering anything or would not refund any other items until you provide the ** it might be more believable sadly they have a team that only follows scripts and will not do anything unless I click on links that seems unsafe and does not go to your Amazon mail which is a red flag. The the fact that the web site you go to will not recall the saved password you have in your web browser is another red flag, they they want your Drivers License all red flags. There is nothing professional about all of this. If it was ligit they would make sure it comes to your Amazon mail just like when they requested a picture of the dented can it came to my amazon mail as well as my personal email. You can therefore verify it came from Amazon. If they are going to mail out a email that request such sensitive information you would expect it to go to your inbox in Amazon and it does not. I sadly do not trust the email I got because other than it saying Amazon and them applying a script saying trust us there is no way to verify it's from them. There should be a way inside the Amazon app to do this as well without having to go to an outside webpage this all just screams security issues. Sadly unless you do what they say they will just keep sending you the same script and nothing will get done. Like I said they have sent me the same email 13 times now requesting the same thing. They have no intentions of making this right so what should I do now BBB? Thanks for your help.
Business Response
Date: 11/19/2023
Hello *******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Firstly I would like to apologize for the inconvenience and confusion regarding the ** submission.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/05/2023

Complaint: 20867080

I am rejecting this response because: this has nothing to do with security as I have said in the past. They are running off a script and its only a ploy to keep the money and sell me a damaged non returnable item.
here are the factors that proves this.
one: I am able to continue to shop and buy no restrictions others than them refunding or replacing this item.
two: since this item issue I have gotten several items refunded and returned again no security issues with any other item. Not one other agent has asked me for any identification.
Again the email the send requesting not only my password but my Identification is not secure and does not seem safe. When they request a picture of the damage item it goes to your personal email as well as your Amazon email within the app. This request for all my information goes only to my private email it does not go to the Amazon in app mail box even though all other mail does.
This person responding to me is not going to help me. She is going by a fictitious script screaming security when there is in fact no security lockdown on my account at all other than they will not make this purchase right.
please note if they respond again it will be another generation of a script they I fear are incapable of thinking out side the box or reading me message and understanding it.
I have switched to chewy pet goods BBB they lost a customer because of their tactic to try and force damaged items on customers without option for refund or replacement, This I am sure will end ** in another class action lawsuit. If you search the web you will see they are doing the same tactic on many others.
I appreciate your help BBB Im not sure what to do now. Im not going to submit my information unless it comes to the Amazon mail which it does not (while everything else does) They have zero intention of making this right.

Sincerely,

*************************
Business Response
Date: 12/01/2023
Hello *******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Firstly I would like to apologize for the inconvenience and confusion regarding the ** submission.

Here as informed our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
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.
This issue was resolved.ovember 9th to confirm again, and I was again promised that the refund would be received, although I do not recall the rep's name. I most recently contacted Amazon during the night of November 13/14 and was informed that I would need to wait until after November 15, when the items are expected to be delivered. I spoke to a rep named Malay. After explaining how upset I was, ***** offered to help make it right, so I requested a full refund instead. ***** then ended the chat session immediately, so I contacted again. I explained everything to the next rep, who I don't remember the name, and he/she informed me that the situation was escalated to a specialized party and that they would contact me, and then promptly ended the chat without any further confirmation.
Business Response
Date: 12/14/2023
Hello *******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing here I can process the refund of amount $63.90 back to your gift card balance and you can use it on any of your future orders.

I request you to please reply to this email with a confirmation on the same so that I can proceed further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
Type:Delivery 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 refused a shipment and they are telling me the package is stolen and I need a police report to get a refund. Been on phone for 5 hours and they keep saying it's stollen when the tracking says it was sent back.
Business Response
Date: 11/15/2023
Hello ****,

I'm Sahitya 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 am sorry about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

I've reviewed the order and I confirm that items have been returned to our return center by carrier as delivery was refused. I see refund was issued to your Amazon.com Store Card on November 14, 2023 for $162.41 and $487.22.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

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

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:11/14/2023
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.

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,

*********** So
Business Response
Date: 12/06/2023
Hello,

I'm Prashanth 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 details and see that you are concerned regarding account hold. Im sorry for the trouble you had with this.

As per the update from accounts team, we see that the issue has been fixed and account has been re-instated.

We apologize for the time taken to fix the issue. Rest assured we are here in case, if there are any further issues.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/14/2023
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.
If my account had "abnormal activity" then they should have froze my account and would not allow access to account. In the meantime I am able to purchase products from amazon.com and return other products as well.
I am not sure why they need my government ID when they can easily return the payment to original form of payment. I wish yo not provide my ID.

Thank you.
Business Response
Date: 11/15/2023
Hello *******,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

'Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request.

You will receive second email 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..

Please be informed that for certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

You can reply to the email sent on November 13, 2023 3:39 PM with subject 'Your Amazon.com Inquiry' and our team will review this further

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
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.
Greetings,
The merchant has not resolved this complaint. I have provided them with all the information they requested.
I have requested them to provide the following:
1. The contract under which they billed me
2. Any services that I used from them, e.g. did I ever even log into the account for which they billed me for 14 months.
They have refused to provide either of these. Basically, they have billed me for services I never used and they are refusing to provide me any further info on it.

I would like to keep this complaint open until it is settled.
Thanks,
Umar

Business Response
Date: 12/14/2023
Hello ****,

I am Vishal 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've reviewed your email regarding an unauthorized charge on your account.

Upon reviewing this with the internal team below is the response from them :

Due to the security and privacy policies in place, we can only discuss account and billing information related to the account that we're being contacted from.

In order for us to investigate further, we need more information relating to the transaction.

Provide the account ID or invoice ID referenced on your bank statement.

Also provide us with the following information:

Transaction ID:

First six digits of the card:

Last four digits of the card:

Date of the charge:

Amount:

Currency:

Card type (e.g., ********************************** statement reference:

Call your banking institution to request the transaction ID. For **** or MasterCard, this will be a 23-digit numerical ID.

For AMEX, they'll provide an 8-digit transaction ID or an ******** alphanumeric signature/ROC.

Do not send your full credit card number.

I cannot investigate further without the above information, thanks!'.

Please reply to the email sent by our internal team on November 17 with the requested information and they will review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Business Response
Date: 02/03/2024
Hello,

I am Vishal 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've reviewed your email regarding your Amazon account.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

Greetings,

Thank you for your response on the support case.

Please note that due to our privacy and security policies we can't access, modify or take actions on the account unless you are signed into the account in question.

I would recommend you to review any email address that you have because we have contacted the email address that is registered on the *** account that was charged. I also recommend you contact your bank to discuss possible options to dispute and stop the charges.

For your sign-in credentials, use the email address that's associated with the *** account that you'd like to discuss. Then contact us from the ************** through the following link. Even if your account is suspended or has been closed for 90 days or less, you can still open a case.

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

As part of our shared responsibility model, it is our customers responsibility to administer and secure their accounts.

For more information about the *** shared responsibility model, see the following documentation:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 02/14/2024
I don't have the email address and Amazon won't tell me the email address. That is the whole problem.

So I don't know why they charged me and they won't tell me why they charged me. Nor will they tell me what services were used.

At the same time, they have asked me to login with that email address to raise a complaint in their system. They are unwilling to take a phone call to discuss.

Umar
________________________________________

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