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2011/11/30 Amazon Extreme Fail
π 2011-11-30 01:01 in Public
The Email I sent them is probably a good summary. But basically Amazon has gotten so big and corporate that you can't report fraud to them without an account and when I did they closed my account instead of the one I reported and it took hours of wasted time (and over a week of waiting) to get my account unlocked. Pathetic Amazon...

This issue started because you do not publish an Email to receive concerns or in my case a fraud report without me being logged in from my own account.
As a result, likely some underpaid overseas employee who clearly doesn't understand english closed my own account as opposed to the one I was reporting for fraud while thanking me for my report and telling me the issue was now taken care of.

A few days thereafter, I started experiencing problems with logging in, and reset my password successfully a few times, but could not log in. You guessed it: your rep had locked MY account while leaving the bad one active and worst: your login page says nothing about my account being locked.

Then after I spent >1h on the phone to explain the problem, your reps agreed it was a mistake but they told me they had no way to fix it and had to escalate to a fraud review board. Really?

They promised a reply in 48H and assured me I would get called and it'd get fixed. No one called me and no one fixed the problem.

I called again for another >1H conversation and finally your supervisor fixed it instead of throwing the hot potato to someone else. Note that I had to effectively steal the account at that used my Email adddress for him to believe me.

He was so embarrassed that he gave me a $20 certificate for my time which doesn't begin to compensate for what I went through and how you "thanked" me for my help. He promised he'd try to do better and I'd hear back for something better due to the extreme way you underperformed in this matter (at least an amazon prime membership, or more). I have yet to hear back of anything better.

Moral of the story, if someone is stealing money from you and I find security flaws in your web site (I found one of each this time), I'll make sure not to report them to you.

Oh, and you want the best part? The account I reported for fraud is still being used for fraud now and I'm still getting Emails of new purchases that are being declined. Great job Amazon!

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