Amazon has terminated my account twice without cause

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Status
Not open for further replies.
Jan 12, 2019
7
0
1
#1
Hi. I am reaching out for some assistance re Amazon. I have, or had, a normal prime account with them. At the beginning of December, they placed it on hold twice because they suspected somebody was tampering with it. After I responded, I changed my password and my account was restored. Then on December 19, I received a notice terminating my account and me permanently.

"As we informed you earlier, we have closed this account. This is because you have consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds to you at this rate.
After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.
"

I responded to their letter after reviewing my Amazon and bank accounts. The only refunds I had ever asked for were in reference to a new computer I built at the end of Spetember 2018, and not only did I have valid excuses for each, but also communications from manufacturers and amazon customer service instructing me to exchange or return certain items to fix problems with the computer, which is now running fine, btw.

The records showed that since October 10, I had spent $3,000 with Amazon without any credits or returns. Their line "This is because you have consistently asked us to issue refunds for a large number of your orders." is utter rubish, as is "we cannot continue to issue refunds to you at this rate." what rate?

I sent my response Dec 19, 2018 at 9:40 PM
Amazon's reply came 24 minutes later:

Dec 19, 2018 at 10:14 PM
Hello,
Thank you for contacting us.
After reviewing your account and the information you have provided, we have decided not to reinstate your Amazon account.
If you tried to send your message as an attachment, unfortunately we're not able to view those.
As informed earlier, we have closed this account because you have consistently requested refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds to you at this rate.
While we appreciate your interest, the closure of your Amazon account is a permanent action. Any new accounts you open will be closed as well.


The word "robot" went through my mind. It took me 2 minutes to compose and send my response:

Sent: Wednesday, 19 December, 2018 10:16:04 PM PST
Subject: Re: Your Amazon.com Inquiry
I sent a verbose reply about half hour ago; this one is simple
In the last 3 months, I spent over $3,000 with Amazon
Most of the returns were either exchanges or cancellations of warranties on the returned merchandise relating to building a new computer
Every cent was re-invested in replacements - see gift card
I have not had a problem with Amazon for over 2 months


They shot5 this back 4 minutes later:
Dec 19, 2018 at 10:20 PM
Hello,
We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.
After careful consideration, we have determined that we will not reopen your closed Amazon accounts. This decision is final.
We may not respond to further emails about this issue.



Examing these 3 notices, it was obvious they were all pre-fabricated messages. I called customer service several times over the next week, getting a very friendly CSR each time, who told me my account was under review, and someone would get back to me in 24-48 hours, which never happened.
My account was restored December 26 without notice after I got this form letter:

Dec 26, 2018 at 11:58 AM
Hello,
Thank you for telling us about the unauthorized activity in your account. To protect your information, the credit card details in your account cannot be accessed via our website. We also do not display full credit card numbers in your account.
We have taken these steps to restore your account:
-- Disabled the password to your account.
-- Reverted any modifications made by this party.

blah blah and so on.

I sent them several letters from Dec 20-26 blowing off steam and trying different approaches to get a response from them. Sure enough, something I said triggered a robot response, and switched my not quite closed account back on. It was on for several days, and I made a few small transactions. Then without warning, my password didn't work on January 3, 2019. I finally spoke to a very helpful customer rep on January 5, who told me my account was not terminated, that one department had put a hold on my password. He placed me on hold several times, but by the end of the call, my account was working and I was logged in. He sent the following letter:
Jan 5 at 3:09 PM

Message From Customer Service
Hello David,
Thi?s is Jody from Amazon Customer Service, it was a pleasure assisting you today.
Thanks so much for your patience and understanding throughout the course of our interaction.
I am glad I was able to help assist you with resetting your password and help you sign back into your account.
Thank you so much for contacting Amazon. I hope this helps!
Have a good day further!
If you have something that comes up later do not hesitate before contacting. We`d love to answer any questions you might have.
I have included our contact details, which would hopefully save you the time that is spent to find this.
https://www.amazon.com/gp/help/customer/contact-us.
Thank you for being a Prime Member!
Best regards,
Jody D.

Amazon.com

A few days my password stopped working, and customer service told me my account had been placed on hold for unknown reasons. I called several times, and got the same 24-48 hr line. I finally replied to Jody D.'s email:

Sent: Friday, 11 January, 2019 03:43:36 PM PST
Subject: Re: Your Amazon.com Inquiry
Jody D.
Unfortunately my account has been suspended again and I can't log in
I hope this message finds its way to you or somebody who can help

This triggered the following response:

Jan 12 at 4:52 AM
Hello,
Thank you for contacting us.
We have closed this account because our records show that we closed another account of yours for not meeting the terms of our Conditions of Use agreement. When we close your account for violating the terms of an agreement, you cannot open a new account or use another account to place orders on our site.
After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.
We are unable to provide information about additional accounts or resources we have used to identify the link between accounts.
However, your account will remain closed. You can review our Conditions of Use here:
www.amazon.com/conditionsofuse
If you require any further assistance please write back to this email.
Your Understanding is appreciated.
Account Specialist
Amazon.com


I got mad and sent this response:
I have spoken numerous time with your customer service representatives. None of them could identify a reason for suspending my account.
i assume you are another Amazon robot that does not identify itself. Your letter makes no sense.
I have never had more than 1 Amazon account
We are unable to provide information about additional accounts or resources we have used <<< ridiculous. You are terminating my account for no reason
Is there a procedure to appeal this to a human being?
This is the 5th time Amazon has shut off my account. I have done nothing but purchase items without any returns or refunds since October
I have been abused and treated terribly by your company. I will report you to Better Business Bureau, FTC and any other body with authority over how you conduct your business and treat your customers. Whether you reopen my account or not, nothing can erase the damage of this terrible experience.
I have kept all the records and wvidence of my interactions with Amazon. It is hard to believe a real person at Amazon ever looked at these. Anybody at an outside agency who reviews them will wonder what kind of business you are running.

I got even angrier and sent this:
Jan 12 at 5:53 AM
This from an article I read on the problem of mass account closures by Amazon:
"Facebook groups sprang up to discuss the closures, the largest of which has more than 2,700 members. A smaller group pledges to file a class-action lawsuit against Amazon."
I need my account to be reopened and an account rep to contact me ASAP.
My account has been closed multiple times for no reason in the past month.
Your company has a serious problem. Don't ignore it

They will, which is why I feel so comfortable blowing off steam at them. They only respond if their algorythm or AI detects a trigger word or phrase in my letter. I do know how to get them to respond, but not in the way I want, which is to alert a real human to review my case.

I swear that on January 5, Jody, a person in their customer service department, said my account was in perfect order. Before I could place an order or do anything, my account was suspended again, and now terminated for the 2nd time. Their reason this time was "We have closed this account because our records show that we closed another account of yours for not meeting the terms of our Conditions of Use agreement." As usual, this does not provide enough details for the accused to mount a defense. Is the other account that was closed my account that was terminated Dec 19? Do I have a second account that was open after that? All my old records are in my current account, so I have no reason to believe this to be true. I am not going to analyze or guess any further because at this point, their company makes me sick. I have barely used Amazon in the last month, and I get nervous at the thouight of doing business with them now. Who knows what crazy stuff they might pull? What if I get a bad product I need to return? Will they terminate me again?
-------------------------------------------
What should I do, get in touch with somebody in the "Amazon Leadership Department"?

Instead of copying a bunch of excellent quotes, I am following forum rules and posting the link "https://www.businessinsider.com/amazon-closes-users-accounts-customers-fight-back-2018-4". The articles is called "Furious customers say they've been mysteriously locked out of their Amazon accounts — and they have no idea why", which certainly grabbed my attention. It even had a short interview with an amazon employee who asked not be identified. The person who helped me, Jody, stuttered and changed the subject every time I asked about what was happening at Amazon. I forgot our conversation was probably being recorded.
Sorry for the few times it sounded like I was threatening Amazon. I am an old man who never does anything to anybody. Even though I have realized most or all of these notices were form responses sent by bots, I still get very upset when accused, and wrack my brain for ways to get their attention and fix my problem.
Amazon is a multi-billion dollar company that I recall lost money until finally turning the corner in a very big way. I can see they do it through computer programming and automation, but I am sure this took years to organize and design, and probably is being constantly modified and upgraded. My observation is that they are too automated with not enough human controls, and as a result are driving away perfectly good customers like myself who now hate their company. However, they have made business deals and marketing arrangements all over the world, which makes just moving on to Walmart, who also has similar business practices, difficult to do without hurting yourself.

I will never be the same customer to Amazon as I was in the past, but I would still like my account to be there. I do not have to be forgiven for abusing their services or breaking their rules, because I never have. While I was struggling to get them to overturn my first banishment, I thoroughly documented my history with them, thinking I had done something wrong, only to be re-assured by agents that nothing was out of the ordinary, and my account had never been closed. Apparently, they have multiple departments that act independently while overlapping, and any one can cause my account to be put on hold. Whatever.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,273
14,031
113
New York
www.promalvacations.com
#3
This complaint is way too long- if you sent this to them they won’t read the entire thing.

Do you let anyone else use your prime account to watch tv?

As far as returns and refunds- how many are you talking about- 3 or 30? They usually don’t do this unless you have a large number of returns. As far as how much you spent- that’s $3,000 worth of possible fraud they are watching.

When you say you “blew off steam”- did you send emails that were aggressive, threatening or mentioned lawsuits? If you did any of these it’s likeky why you haven’t gotten a response.

I would suggest you read this post on how we recommend writing and use our company contacts for Amazon.



There isn’t much else we can do because they will not respond to us when they suspend accounts.


https://forum.elliott.org/threads/resolving-consumer-complaints-and-developing-a-paper-trail.8903/
 
Sep 19, 2015
3,445
4,567
113
48
#5
Amazon has not been alone in firing customers for excessive returns. Returns cost money in terms of processing.

How many returns have there been this year? Talking about the last few months does not give a clear picture.

I had a hard time following the narrative but about the “blowing off steam”... did you actually send Amazon the threats to report them to the BBB etc and linking to an article with threats of class action suits does not help ones case. Even if the responses were from bots your emails are still in the system.

I understand how frustrating the canned responses are but sending angry emails does not help; businesses have a right to fire a customer as long as the reason is not discrimination.

You need to start over, apologize for the past say you were frustrated and start over with few emotions and just facts.
 
Jan 12, 2019
7
0
1
#6
This complaint is way too long- if you sent this to them they won’t read the entire thing.

Do you let anyone else use your prime account to watch tv?

As far as returns and refunds- how many are you talking about- 3 or 30? They usually don’t do this unless you have a large number of returns. As far as how much you spent- that’s $3,000 worth of possible fraud they are watching.

When you say you “blew off steam”- did you send emails that were aggressive, threatening or mentioned lawsuits? If you did any of these it’s likeky why you haven’t gotten a response.

I would suggest you read this post on how we recommend writing and use our company contacts for Amazon.



There isn’t much else we can do because they will not respond to us when they suspend accounts.


https://forum.elliott.org/threads/resolving-consumer-complaints-and-developing-a-paper-trail.8903/

Fortunately, my letter was much smaller than this version. This included all details in case anyone was interested; it was never intended for amazon. I haven't had a return with amazon since october 10 approx, and what i did have were in a 2 week period while i was building my own computer. The worst problem was a defective motherboard, which the manufacturer's customer support sent me an email instructing me to return it to amazon, which i did for exchange.
I hardly ever use my prime account. I just pay every month. The last 40 purchases I made, no returns, no bounced payments, nothing. Like I said, their own account rep told me jan 5 my account was fine and had never been terminated. Then a few days later, it all happened again. Big problem is amazon is huge company with a lot of automation and restricted communication. I will figure out how it works one of these days.
 
Jan 12, 2019
7
0
1
#7
Fortunately, my letter was much smaller than this version. This included all details in case anyone was interested; it was never intended for amazon. I haven't had a return with amazon since october 10 approx, and what i did have were in a 2 week period while i was building my own computer. The worst problem was a defective motherboard, which the manufacturer's customer support sent me an email instructing me to return it to amazon, which i did for exchange.
I hardly ever use my prime account. I just pay every month. The last 40 purchases I made, no returns, no bounced payments, nothing. Like I said, their own account rep told me jan 5 my account was fine and had never been terminated. Then a few days later, it all happened again. Big problem is amazon is huge company with a lot of automation and restricted communication. I will figure out how it works one of these days.
Thanks for such a quick reply and the information on your site! I really appreciate it
 
Jan 12, 2019
7
0
1
#8
FYI I did read the link on how to proceed and changed things. The letter I sent was a reply to the customer service person who helped me jan 5, so i didn't repeat most of what i posted. he was the one who researched my account and told me I had never been terminated or suspended by amazon. It's very possible this recent notice jan 11 is also incorrect; amazon has my complete account information, and they can see the notice is wrong. The problem is getting somebody to do that. It took a while, but I finally found somebody to help me the first time. I am frustrated that it happened all over again. Amazing
 
Jan 12, 2019
7
0
1
#10
I could go into this, but Amazon told me specifically that my account was fine and I had not violated their return policy. They told me my account had never been terminated Dec 19 either. So I said okay.
I realized something about the notice they just sent me. It has a new reason for termination: We have closed this account because our records show that we closed another account of yours for not meeting the terms of our Conditions of Use agreement. So they have come up with a new reason for terminating me which has nothing to do with the other notice.
I have never had more than my 1 account with amazon, which is identified by username and email. Does Amazon video, prime or restaurant count as separate accounts? They also said:
We are unable to provide information about additional accounts or resources we have used to identify the link between accounts.
However, your account will remain closed. You can review our Conditions of Use here:
www.amazon.com/conditionsofuse

It basically impossible to figure out what they are talking about. Any ideas?
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,273
14,031
113
New York
www.promalvacations.com
#11
Use the contacts and thread I posted above. We have seen a few accounts get reinstated that were terminated in error. Give it a try.

Because we can’t offer you any more then the contacts and you can’t answer our questions, I’m going to close this thread. If you get the account reinstated, let us know and we’ll open it for you to post the update.
 
Jan 12, 2019
7
0
1
#12
Use the contacts and thread I posted above. We have seen a few accounts get reinstated that were terminated in error. Give it a try.

Because we can’t offer you any more then the contacts and you can’t answer our questions, I’m going to close this thread. If you get the account reinstated, let us know and we’ll open it for you to post the update.
ok thanks
 
Status
Not open for further replies.