Amazon review: Account on hold

Initially my computer was hacked and purchases made on my account. This account was in my wife's name, Sheila Venter, and we subsequently had to cancel her visa and apply for a new one. After interacting with customer support, we reset my password and set up (I thought) 2FA security. However, the next time I went into my account, the hacker had placed a Master Card (presumably stolen or fraudulent) into my account. And here is where the fun began! Despite numerous explanations to agents as well as supervisors, i kept receiving the same email asking me to verify the card on the account! Support and the escalations team have been notified multiple times that THIS IS NOT MY MASTERCARD, I HAVE NEVER OWNED A MASTERCARD, the response has been the same. Eventually, out of despair, I asked a supervisor if I should just forget about the account and create a new one. She advised me to do this and I was able to successfully create an account and make a purchase. My order was not delivered, and when I tried to access my account to verify delivery, lo and behold, this account has been placed on hold as well! I cannot count the number of times I have called Amazon support and been told the same thing, or disconnected when I requested to speak to a supervisor. I have repeatedly submitted forms as requested when trying to log in to my account, but no response! I was given an email address for appeals at:

[protected]@amazon.ca and submitted documents to them, but after a week I have not heard a word from them, not even to acknowledge my email. The standard response to my enquiries at customer service is that they are unable to reset my account and must escalate it to whoever. And then the merry-go-round begins, asking for documents, which I supply, over and over again. The level of incompetence at Amazon is staggering! I am also copying my most recent experience with them:

Hello,

You sent an email to an address that does not accept incoming emails. Sign in to your Amazon account to contact us if you have any questions.

It is with a sense of utmost desperation that I am reaching out to any and all contacts at Amazon that I can find.

This morning, after being disconnected 3 times while awaiting transfer, I was finally provided with the following email address:

[protected]@amazon.com.

The response to my email was:

Hello,

You sent an email to an address that does not accept incoming emails. Sign in to your Amazon account to contact us if you have any questions

For 4 weeks I have been running around in circles, submitting forms without response, or being told to submit the same forms repeatedly.

I have lost count of the number of times I have interacted with Amazon, whether by email submission of forms or calls to customer support!

Can someone PLEASE PLEASE PLEASE resolve my issue?

Thank you

Negley Venter

-------- Forwarded Message --------

Subject: Account on hold

Date: Sat, 30 Sep 2023 16:43:56 -0400

From: Negs Venter

To: [protected]@amazon.ca

My initial account under the name of my wife: Sheila Venter was hacked and the hacker attempted to make purchases on this account which we disputed and my wife cancelled her credit card. Subsequent to changing my password, this hacker was still able to place a Mastercard on this account to use for purchases. I HAVE NEVER OWNED A MASTERCARD! THE NAME ON THE MASTERCARD IS NOT MINE! Multiple phone calls and escalations have resulted in Amazon sending me the same email OVER AND OVER AGAIN REQUESTING I VERIFY THAT CARD WHICH I AM UNABLE TO DO AS IT IS NOT MINE! Eventually I was advised by a supervisor to just give up on that account and create a new one, which I did. I was able to log in and make a purchase which was to be delivered yesterday. No delivery so I tried logging in to my NEW Amazon account and lo and behold, THIS ACCOUNT IS NOW ALSO ON HOLD! What is going on? You have been notified in PLAIN ENGLISH of all the circumstances pertaining to my accounts, why is this a never-ending issue? This has been going on for 3 weeks now, is there not someone in your department who can understand English and who is competent enough to resolve my issue? I have tried, once again, to upload documents to your website and the upload does not complete! I am going to attach them to this email in the desperate hope that someone who knows what they are doing can address this issue.

I can be reached at [protected]

Desperately hoping

Negley Venter

-------- Forwarded Message --------

Subject: Account on hold

Date: Sat, 30 Sep 2023 16:43:56 -0400

From: Negs Venter

To: [protected]@amazon.ca

My initial account under the name of my wife: Sheila Venter was hacked and the hacker attempted to make purchases on this account which we disputed and my wife cancelled her credit card. Subsequent to changing my password, this hacker was still able to place a Mastercard on this account to use for purchases. I HAVE NEVER OWNED A MASTERCARD! THE NAME ON THE MASTERCARD IS NOT MINE! Multiple phone calls and escalations have resulted in Amazon sending me the same email OVER AND OVER AGAIN REQUESTING I VERIFY THAT CARD WHICH I AM UNABLE TO DO AS IT IS NOT MINE! Eventually I was advised by a supervisor to just give up on that account and create a new one, which I did. I was able to log in and make a purchase which was to be delivered yesterday. No delivery so I tried logging in to my NEW Amazon account and lo and behold, THIS ACCOUNT IS NOW ALSO ON HOLD! What is going on? You have been notified in PLAIN ENGLISH of all the circumstances pertaining to my accounts, why is this a never-ending issue? This has been going on for 3 weeks now, is there not someone in your department who can understand English and who is competent enough to resolve my issue? I have tried, once again, to upload documents to your website and the upload does not complete! I am going to attach them to this email in the desperate hope that someone who knows what they are doing can address this issue.

I can be reached at [protected]

Desperately hoping

Negley Venter