Amazon Suspended my account over a typo?

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Dec 14, 2018
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#1
Good evening,


I found this site on a google search, and would like to ask for some advice.

I created an Amazon account at the end of November and purchased some items. I logged back in last weekend to purchase a few more, and when I went to log in next day to check tracking I had found my account was suspended.

upon contacting their customer support line they said there is nothing they could do to help me and all I can do is wait until the specialist department contacts me and send them whatever they ask.

once I get the e-mail (which looked like a phishing e-mail, had to confirm with the support line it wasn't) they asked me to get my bank to send them confirmation of billing address, which I had (still have the send successful receipt in my hand the local branch gave me). thing is, I kept getting the e-mail asking to have my bank send them the info. I had asked several times if they had not received it or if it was not the format they were looking for and they would just respond with the exact same e-mail as the initial.

after while they changed the format a bit, now asking me to send them that info via e-mail. to which I did as well as a letter of confirmation from a card adviser with my bank.

since I am being provided little to no information I tried to do some digging myself, and may have found the reason for discrepancy. I see the mailing address on the order confirmed e-mails says "Greg", while the name on my card is "Gregory".. I likely put Greg on the shipping address since thats what I normally go by (and how I always have packages and mail shipped to me), but the auto-fill likely put it instead of my full name as listed on my card. an honest typo generated by user error


I had received an E-mail this morning now asking for me to give my bank authorization to answer their inquiry on billing confirmation when asked, and I provided it..


I am getting worried here. they should be able to see that this is an honest mistake right? since the rest of the information is likely correct, just the abbreviated first name as opposed to the full name? I would imagine someone comparing the two would understand that it is an honest input mistake on my part, and my card has been successfully charged for the purchases regardless.

is there any specific escalation department or open lines of communication I can go through to get this resolved? its not like I purposely put forward false info, and I would hate to see account termination and blacklisting over a single typo..



Thank you for your time.
 

jsn55

Verified Member
Dec 26, 2014
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#2
I know nothing about Amazon, Greg, other than the problems that are raised here on our forum.

Your issue sounds to me like a far bigger problem than Greg/Gregory with Amazon. Are you sure you're not being scammed? I can see a larger problem like a "typo" transposing the numbers in your street address, but shortening your first name should not be raising a flag at all.

I'm sure my colleagues will have more experienced advice for you. Stay tuned.
 
Dec 14, 2018
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#3
thank you, and yes that is the only thing I can think of.. I do think I used the "use same info for billing address" option, and the order confirm e-mail says everything else as entirely accurate for shipping information as it would be for my card, with the exception of the abbreviated first name.. therefore, I can think of no logical reason aside from that the billing info would not be exactly as is written on my card.

the purchases I have made have been successfully charged to my account so the transaction went through which means the rest of the info would have to be valid or it would have been rejected, and they are specifically asking for confirmation of Billing address which points to some issue with what has been provided on that front (which should be identical to my shipping address since i believe I used the "use same" option).

Perhaps with the account being newly created they are being a little more aggressive? still, I don't want to have my account terminated and information blacklisted.


and I am sure I am not being scammed, I have contacted the support line multiple times and all they can do is confirm that yes Amazon sent it.. the e-mail is from a legitimate Amazon Domain, and the requested fax number is not contained within the e-mail itself but linked to on the Official Amazon.ca website (confirmed via multiple whois and domain registry lookups)..


all e-mails were sent from: address-verification@amazon.ca

the link provided within to the requested Fax line number: http://www.amazon.ca/help/addressverification
 
Dec 14, 2018
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#5
Yes Yes I do, Maritimes. a google search showed a few threads on the Amazon Seller forums with a very similar email (only .com instead of .ca) and even the responses to those appear to it being legit. sadly, I could find nothing in those threads that pointed to if/how they resolved this issue.

and as I said, their phone support has confirmed multiple times it is infact them that sent these e-mails
 

Carrie Livingston

Moderator
Staff Member
Advocate
Jan 6, 2015
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#6
Yes Yes I do, Maritimes. a google search showed a few threads on the Amazon Seller forums with a very similar email (only .com instead of .ca) and even the responses to those appear to it being legit. sadly, I could find nothing in those threads that pointed to if/how they resolved this issue.

and as I said, their phone support has confirmed multiple times it is infact them that sent these e-mails

Okay, just trying to think of all possible scenarios.
 
Dec 14, 2018
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#7
I understand, and thank you for that. I have been stressing out on this all week (ever hit that moment where you are so stressed your breathing slows?).. I have been running over possible scenarios the whole time, trying to search and find relevant info along the way..

Since the company policy is apparently to not have this verification team or the support line communicate with the customer aside from a handful of template e-mails collecting info has been difficult.. but based on what information I still have available to me while being locked out of the account, the only possible discrepancy I can see would be that first name..

honestly given that they had asked for the Fax information multiple times with the exact same E-mail after I had already sent it, I am worried the person on this team may have no intent to actually try to work this issue out with me and instead are just going through the motions..
 
Dec 14, 2018
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#8
Well thank you, in part thanks to the documentation on this site I have been able to get the issue resolved.

After receiving the last e-mail which they were requesting authorization for my bank to relay information to them (which was more threatening sounding than the previous templates, as if this was my "last chance") I started looking for escalation routes and that is what initially brought me to this site (since it showed up when I did a search for Amazon upper management contact info due to the page listing it.)

I decided to CC the CEO's E-mail when I responded where I state I had given authorization, but I had already sent the requested info several times. I then went on to politely explain that I understand that the name on the card is where the discrepancy lies (something I had mentioned previously) and that it was an honest mistake due to not double checking the auto-fill as well as I should have. I stated how I had been compliant with the requests thus far, and that the fact it was an abbreviated variant of the name on my card that should show to a certain level that there was no intentional ill intent.

I ended the E-mail politely stating that I hope we can work this out and come to an understanding (as I had in previous e-mails), and that I would hope they would never cease doing business with any customer over a single accidental typo.


Several Hours later I got a response, and am quite happy with it but it was not from the account team I had been dealing with to no avail all this time. If it is okay, I would like to cut and paste most of its contents (with the exception of the one order that was canceled) below just so people who ever run into a similar situation can see that there is some hope no matter how small, you just have to be polite cooperative and honest, and if they refuse to help after several back and forth's politely CC'ing someone closer to the top of the org chart on the reply can really help get the ball moving:


Hello,

I’m a member of the Amazon Account Services Team. Jeff Bezos received your email and requested that I research this issue and respond on his behalf.

I've read our previous e-mails with you, and I'm sorry all of your concerns weren't addressed in previous correspondence.

We have restored your access to this account. You can now sign in and place orders.

For your security, we canceled the following order when we could not confirm your information:

<INSERT ORDER HERE>

We apologize for the inconvenience this has caused. If you would like to receive the items in this order, please feel free to place a new order.

Thank you for your patience and cooperation with our security measures.

Best regards,

Amazon.ca


funny thing is, the two items I ordered after that order but before the lockout have gone through fine and have already shipped from the looks of it.. I half wonder if there was a digital processing error due to a system glitch on their end with that one and thats what started this whole tirade over the typo.

All in all I am happy with the result, and thankful for the upper corporate contact information this site had cataloged. Thank you very much anyone who has taken the time to read or respond to this, and happy holidays!


P.S. Now that I can get back into my account and check my invoices, I was correct. the only discrepancy is the typo. gonna readd the card, and make sure to not make the same mistake twice. Cheers!
 
Sep 19, 2015
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#10
Happy for your result. amazon takes a tough approach which in some ways is good — when my credit card numbers have been stolen and used online no one ever tried with amazon. My credit card notified me about a large furniture purchase at a place that advertises a lot on tv and starts with a W— the W****** in-house fraud did not verify the billing address for over 3,000 in furniture.... sigh.

But in taking the tough stand innocent people get caught up, and it can be a challenge to get the right person to review the verification in a timely manner.
 
Likes: ADM

jsn55

Verified Member
Dec 26, 2014
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#11
Glad this got sorted out. Sometimes I think about the big picture today in retail and wonder what kind of customer service we'll get once the online companies put most of the traditional stores out of business. To purchase something and not be able to get any customer service in person or on the phone has got to be frustrating. But as we see with the airlines, having no customer service is a great business plan to increase profits. That's what the major online companies will do as well and the customer will be without recourse. Other retail outlets will have disappeared.