Amazon.com closed my account, deny refund of gift card balance.

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Dec 5, 2016
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#21
Carlos contacted me by email from finding my Amazon story via web search. I literally get complaints every week from customers who have had their gift cards stolen by Amazon. While some are trading in BitCoin, I don't think this is the case here.

Amazon continues to make ridiculous, self-incriminating statements in cases like these. To Carlos, above, we see they said: "As a result, your unused gift card balance is no longer available."

Here, they have admitted there is a gift card balance, it has not been used, and it is "no longer available."

Then, they say there is no appeal and no explanation will be given.

This is not a legally tenable position. Sure, if they were Ebates cashback or Fuel Rewards, the company could take them away for any reason at all. But gift cards are not quite the same, and it's surprising Amazon still believes they can be treated so capriciously.
Richard, Thak you for your support, i just received this mail from Amazon.com after wrote directly to Jeff Bezos mail, the same thing copy paste messages:

E-Mail:

Hello Carlos,

My name is Pavan, and I’m a member of the Amazon Account Services team. Jeff Bezos received your email and I am responding on his behalf.

I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the abuse of our policies.

Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. I’m sorry for any disappointment caused and appreciate your understanding.

We won’t be able to offer any additional insight or action on this matter and any further inquiries won't receive a response.

We closed your account because you reported an unusual number of problems with your orders. As a result, your unused gift card balance is no longer available.

We may not reply to further emails about this refund request.

Although we understand your concern, our team does not offer phone support at this time. You can reach us by email at cis@amazon.com.

Best regards,

Account Specialist
http://www.amazon.com
 

Neil Maley

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#22
Carlos, you have written to the right person and they are insisting you had another account or your account was related to an account they closed due to abuse of policies. And for excessive returns. You said you bought other things with your debit cards. Did you do a lot of returns of the others you used your debit card for?

Is your wife's account still open?

You also said your wife bought the gift cards you had through someone else's account because she didn't want you to see the charge since it was a gift. This could be the transaction they consider a breach of their policies.

Whatever it was, you have gone to the top of the executive chain and they have said they aren't reopening the account so I don't think there is much we can do for you.

You need to figure out who has an account that you are somehow affiliated with that might have caused this. It could be the person your wife bought the gift cards through.
 
Sep 19, 2015
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#24
Carlos I do wonder if there was some issue with the account used to buy the gift cards as it was not your wife -- she bought it through a friend -- does your wife have her own amazon account on her own email or do you share one?. The gift cards were bought in January 2015 and not used until December 2016? The gift cards were sitting there for over almost 22 months? Could someone have stolen the number and used the gift cards before you did?
 
Dec 5, 2016
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#25
Carlos, you have written to the right person and they are insisting you had another account or your account was related to an account they closed due to abuse of policies. And for excessive returns. You said you bought other things with your debit cards. Did you do a lot of returns of the others you used your debit card for?

Is your wife's account still open?

You also said your wife bought the gift cards you had through someone else's account because she didn't want you to see the charge since it was a gift. This could be the transaction they consider a breach of their policies.

Whatever it was, you have gone to the top of the executive chain and they have said they aren't reopening the account so I don't think there is much we can do for you.

You need to figure out who has an account that you are somehow affiliated with that might have caused this. It could be the person your wife bought the gift cards through.
Yes my wife account still live and kicking, ive only returned two things with my wifes account, a phone defective an HTC One M7 with pink camera issue, but never was delivered to the buyer because it was stolen on FeDex facility, Amazon and the seller never refund this item, i never asked to either because Fedex refund this this item, another HTC One M7 that cam with overheating problems, the seller refund my money, only those two things. (Yes im very insistent i really wanted that phone), i dont think it was for the person account that my wifes bought the gift cards, because i was able to buy some items with the gift cards on my account, the only link that i found on my wifes account and mine its my debit card, the one i used to buy the 9.98$ from the last cancelled order. Also i think the transaction of buying gift card from an account and send it by mail to another person to used it on their account cannot be considered a breach of policies, thats the reason of being of gift cards....
 
Dec 5, 2016
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#26
Carlos, we recently had another forum case like this concerning Amazon. That individual also lives in Venezuela.

http://forum.elliott.org/threads/amazon-com-closed-my-account-and-give-no-answer.4385/
I already read it, i think my case its different i bought the gift card directly to amazon. I also use american debit card, because i have a debit card from wells fargo, he bought the gift cards to a friend, he cannot even shop anything, i was able to shop untill they cancelled the account.
 
Dec 5, 2016
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#27
Carlos I do wonder if there was some issue with the account used to buy the gift cards as it was not your wife -- she bought it through a friend -- does your wife have her own amazon account on her own email or do you share one?. The gift cards were bought in January 2015 and not used until December 2016? The gift cards were sitting there for over almost 22 months? Could someone have stolen the number and used the gift cards before you did?
I dont know if there an issue with the account my wifes bought the gift cards, that cannot be a problem i think, it was a gift card i can bought it from any account i think, also i already applied on my account so i think at this point the gift cards only belong to me, yes she have her own account on her mail, we dont share mails, i dont think someone could stole the numbers because ive recived it on my mail and erease them even from the trash to prevent something like that.
 
Mar 17, 2015
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#28
I dont know if there an issue with the account my wifes bought the gift cards, that cannot be a problem i think, it was a gift card i can bought it from any account i think, also i already applied on my account so i think at this point the gift cards only belong to me, yes she have her own account on her mail, we dont share mails, i dont think someone could stole the numbers because ive recived it on my mail and erease them even from the trash to prevent something like that.
I think at this point, a letter to the attorney general in the state where the Amazon account is set up. You may also try having your wife e-mailing about her account, maybe that is the one they have linked to yours? I don't agree with Amazon keeping funds paid for when they are not alleging fraud or theft with no proof. However, your options at this point are to either sue in small claims for the remaining amount and/or write to the attorney general to report Amazon.
 
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Neil Maley

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#29
The issue could be that you are transacting business on two different accounts with the same debit card. I hate to say it but the more information you are posting here about transactions - your wife using someone else's account, you buying and returning on your wife's account and then using your own- the more this is pointing to just what they are claiming- transacting business against policy. Are you sure you are telling us everything?

My wife and I have two separate accounts and never use each other's account.

I have to agree with Tanya- file a complaint with the Attorney General and see if they can help. But the more you are telling us, the more convoluted your story is getting.
 
Dec 5, 2016
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#30
I think at this point, a letter to the attorney general in the state where the Amazon account is set up. You may also try having your wife e-mailing about her account, maybe that is the one they have linked to yours? I don't agree with Amazon keeping funds paid for when they are not alleging fraud or theft with no proof. However, your options at this point are to either sue in small claims for the remaining amount and/or write to the attorney general to report Amazon.
I Already wrote and fill claims in the Attorney General of Washington, Consumer Protection Division; the Florida Attorney General’s Office, Office of Citizen Services; the Florida Department of Agriculture and Consumer Services, Division of Consumer Services; the Federal Trade Commission. Unfortunately im not in the US right now so i cant make an small claim sue.
 
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Dec 5, 2016
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#31
Rhe issue could be that you are tranacting business on two different accounts with the same debit card. I hate to say it but the more information you are posting here about transactions - your wife using someone else's account, you buying and returning on your wife's account and then using your own- the more this is pointing to just what they are claiming- transacting business against policy. Are you sure you are telling us everything?

My wife and I have two separate accounts and never use each other's account.

I have to agree with Tanya- file a complaint with the Attorney General and see if they can help. But the more you are telling us, the more convoluted your story is getting.
Of course im saying everything, I never said we don´t use each others account, you can look in one of relplys i clearly said, that nobody only me used the account where the gift card where, i said that i always use my wifes account to buy with my debit card, and i left that account with the gift cards like a savings or waiting the right time to spend, my wifes just paid with her credit cards once on her friends accounts for the gift cards, nothing else, she didn´t use her friends account any more for anything (at the end its her friends account not my wifes). We always use My wifes account to buy, shes Amazon client since 2011. I never had an account untill i opened that in January of 2015, she gave those gift card as a present to buy whatever i wanted, but i never did, just opened and put the codes to "keep them safe" from my mail and also avoid a possible fraud (An ironic thing at this point because was amazon who rip off me). i always see more cofortable that she make all the shop and the following of packages (And she enjoys that believe it)...
 

Neil Maley

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Dec 27, 2014
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#32
Of course im saying everything, I never said we don´t use each others account, you can look in one of relplys i clearly said, that nobody only me used the account where the gift card where, i said that i always use my wifes account to buy with my debit card, and i left that account with the gift cards like a savings or waiting the right time to spend, my wifes just paid with her credit cards once on her friends accounts for the gift cards, nothing else, she didn´t use her friends account any more for anything (at the end its her friends account not my wifes). We always use My wifes account to buy, shes Amazon client since 2011. I never had an account untill i opened that in January of 2015, she gave those gift card as a present to buy whatever i wanted, but i never did, just opened and put the codes to "keep them safe" from my mail and also avoid a possible fraud (An ironic thing at this point because was amazon who rip off me). i always see more cofortable that she make all the shop and the following of packages (And she enjoys that believe it)...
I think at this point you will need to wait to see what the investigations that the consumer departments you have contacted do. The attorney generals have the most power to get your funds back to you. IMO even if they want to close your account they shouldn't take the funds you had if there were in fact no issues with how the cards were obtained.

Please let us know if the complaints you filed work because it might help another person who ends up in your shoes.
 

Carrie Livingston

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Jan 6, 2015
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#33
You also said your wife bought the gift cards you had through someone else's account because she didn't want you to see the charge since it was a gift. This could be the transaction they consider a breach of their policies.
I think this is the reason. In Amazon's response they say they can't discuss another account. It could be that your wife's friend had her account flagged which in turn flagged your gift cards in your account.
 
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Aug 28, 2015
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#34
Till i know she said she bought it directly to amazon im trying to recover the mails of the gift cards, becuase i erease them almos a year ago, i applied and erease it, for safety, she didnt buy it with her account, because i was going to see and it was a gift, she bought it directly to amazon with a friends account and email it to me, shes not living here righ now im trying to contact her also to see if she can send us her buying history (If she want it to).

Well seems like you identified the problem. Your wife purchased gift cards through a friend's account? That's not possible. Any gift card purchases through an account belong to that account until they gift them.
Amazon gift card is the default payment method always so if that friend bought anything, then the Amazon gift card paid for by your wife would have been applied. That's just a theory. You received the cards as a gift so you aren't out anything. If there was a problem with the gift cards purchased through Amazon then your friend has the claim.
Since an Amazon account may only be held by one person, then the customer is your friend. You didn't purchase anything so I don't know what argument you could make. If I purchased a gift card or allowed my friend to make a purchase from my account I would ask Amazon to fix it or reverse the charges. You can do that too.
 
Dec 5, 2016
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#35
Pepople here wont believe what happenned!!!! i had two days without checking the mail that is associated with the amazon blocked account, when checked this mornig i saw three buys!!! three playstaion gift cards of 100$ each!!! somebody used my BLOCKED account and managed to buy three playstation gift card!!!! I cannot buy but somebody managed to did it, i never closed that account on my phone (like i said on some post), i always saw the 309$ balance but unable to used it, i checked it out today on my phone, and only 9$ left!!! the worst is that i called Amazon and they still says that the account is blocked that nobody cant buy!! How is this possible? i saw my 300$ on the phone two days ago and now 9$, somebody managed to use the blocked balance WITHOUT my authorization.
 
Sep 19, 2015
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#37
I wonder if someone has been able to steal the amazon gift card codes, not from your account but maybe from the account they were purchased from
 
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Dec 5, 2016
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#38
I still have the problem of blocked account on Amazon and deny of Gift Card balance refund, but with a twist on the history, someone managed to make an unathorized buy on my amazon LOCKED account, to update the other thread http://forum.elliott.org/threads/amazon-com-closed-my-account-deny-refund-of-gift-card-balance.4521/) i still can see the account on my phone but i cant buy, two days ago i had 309$ dollars on my account, now i have only 9$ (i have phone capture of this), checking the mail i noticed that recived three mails of three buys of playstation gift cards, how is this possible? someone managed to use my Blocked account to put digital orders of playstation gift cards!! Amazon says that was the purchase of digital content that i cant download or use because im blocked, of course i cant dowload the content but Amazon already give the codes to these thieft, i cant believe this happens, how could is this possible? its a BLOCKED account they wont allow to buy anything from amazon, i tryed to make buy from the phone with locked account and i cant, because alaways received the mail that the order was cancelled next to another mail from cis@amazon.com telling that i cant buy from a blocked account, so this only says one thing, even with a blocked account the money isnt safe with Amazon.com, so out there's a way to recover "unavailable" gift card balance on LOCKED accounts, if someone managed to steal it from my account is because there's a way, something that Amazon.com dont know (thing that i really hard to believe) or simply cant manage, and left this window open to make buys on Blocked Accounts, and an opportunity to thiefts. I know something of computers i know they can see the ips where i frecuently opened my account, i have olny two computers at home, two laptops and a desktop, and two phones, only one with the blocked account, they can see that somebody with an extrange ip must be loged in into my BLOCKED account and
make this fraudulent purchase. This is a Security breach on Amazon or a failure in their system, and put on jeopardy all blocked account, and they are in total deny of this. For last amazon continues without give a real anwer to this proble also, the same predetermiated mails from cis@amazon.com, im really tired of this.
 
Dec 5, 2016
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#39
I wonder if someone has been able to steal the amazon gift card codes, not from your account but maybe from the account they were purchased from
How could someone steal the numbers from an account that buys the gift cards? as i know the number can only be viewed by the person who received the mail, also i active those gift card at the moment they get into my email. if someone steal the codes, i think cant be redeemed because it was already used.
 
Feb 9, 2016
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#40
Okay, so first of all, I feel your frustration. I would be VERY frustrated as well.

I suspect (surmise) that your account has definitely been compromised for sometime and this is what Amazon was referring to as the reason why they locked your account.

It makes me wonder if someone can reverse engineer a gift card/number/pin/chip so they can find it and use it. that's another topic all together, and one I would have to contemplate. Ignore my ramblings.

Did you email Amazon with this new information? You've got to be NICE in your correspondence. Come here and complain if you need to but be sweet as pie in your emails. they wont read them if you are irate. Act confused and befuddled in the email. mention that you have been in correspondence with them in order to figure out how to get the balance transferred, and now you understand what they were talking about, in terms of a violation of policy, because someone managed to hack into a locked account and spend the gift card. Let them know you had no idea your account was compromised, are alerting them of the situation and ask how you and amazon can work together to resove the issue.

Did you attempt to contact Amazon with this new information?
 
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