[Burger]

Woke up this morning to this:

Dear Customer, We regularly perform reviews of customer orders and during one such review discovered activity on your account which we believe to be unauthorised. Please understand that due to unauthorised access, your account at Amazon.co.uk has been closed with immediate effect and for security reasons cannot be reopened. All open orders have been cancelled and of course we will not charge you for these orders. Our records indicate that these orders were placed after an unauthorised person logged into your account using your e-mail address and password. We are unable to say for certain how your password and/or e-mail address was obtained since the activities used to obtain these details occur away from the Amazon.co.uk website. You may have heard of "phishing" scams where users receive unsolicited e-mails with instructions to update their personal information. The e-mail provides a link to a bogus website where the user will be prompted to submit personal information including e-mail address, password, credit card number, and other relevant information. Once the information is obtained, the sender can then gain access to numerous online accounts since many internet users frequently use the same user name, e-mail address, password, and financial information at multiple websites. Other techniques used to gain unauthorised account access involves the use of malicious software to capture a user's keystrokes and internet activity or the scam artist may simply try using commonly-used passwords, such as "amazon" or a customer's first name. You can find more information about safe online shopping on our help pages by following the steps below: 1) Click the Help button on the top right corner of our home page. 2)Scroll down to the 'Security & Privacy' section which you will find under the left column titled 'Help Topics'. 3) Click on the link 'Safe & Secure Online Transactions' . In addition, you can minimise the risks of falling victim to common scams by following the steps below: 1)Choose a good password which is at least 8 characters long and a mixture of letters and numbers. Do not choose a dictionary word or a word which could be easily associated with your name, address or the store with which you hold the account. Where possible, try to keep your password and usernames unique. 2)Protect your computer! Ensure your software is up-to-date and set your anti-virus software to run at all times. 3)Only open e-mails from trusted sources and virus scan all e-mails and attachments before opening them. Please note: your full credit card information stored with Amazon.co.uk cannot be accessed via our website and, as a security precaution, an order to be dispatched to a new address requires a full credit or debit card number to be entered. Amazon.co.uk and its partner sites continually review our fraud detection processes to capture the latest trends. In addition, Amazon.co.uk actively collaborates with law enforcement agencies around the world to bring charges against those committing crimes against Amazon.co.uk. In order to continue shopping with Amazon.co.uk, we ask that you open a new account as your existing one cannot be reopened for security reasons. Unfortunately, your order history or additional features such as Wishlists or DVD rental lists cannot be transferred to your new account. Once again, we would like to apologise for any inconvenience or distress caused by this action and hope you will provide us the opportunity to serve you as a customer again. Warmest regards, [redacted] Account Specialist Amazon.co.uk ===================

What the fuck? Yesterday I ordered a whole bunch of shit for my work (monitors, cables, video cards) and now I get this?!!?

What the fuck happens to my Kindle and all its purchases? Are they null and void? Why the hell would they delete my account?

[polyh3dron]

damn, amazong done fucked up dawg

you should try contacting them

[Salazar]

damn, amazong done fucked up you should try contacting them

Amazomg indeed.

In any case, thanks OP. Sorry about your trouble. On my way to make my Amazon password a bit trickier.

[Tunavi]

amaZOMG

[Marty Chinn]

I guess Amazon hates Apple fans too =)

Seriously that sucks; think I'll go change my password again...

[outunderthestars]

Did you call them to see what can be done?

[Khal_B]

You need to contact them asap and try to get this sorted out. Don't let it linger.

[HiroProtagonist]

I guess you (we) get to see how good Amazon customer service really is. Good luck.

[thirty]

Can you get into your account? Considering they can't spell authorized right I'd say someone's phishing.

[Sage00]

Can you get into your account? Considering they can't spell authorized right I'd say someone's phishing.

Umm.. I see what you did there?

[Burger]

Believe me, I've emailed them.

I was having a large dispute with them the past week, ordered a DroboFS from them, which was via a 3rd party, who never shipped it, never replied to emails etc. I got angry and told Amazon to sort it out, they said they can't do shit for 2 weeks. Eventually I got the order cancelled, and reordered it direct from Amazon yesterday.

Now this. So I've emailed the CS guy who was sort of helping me out. I can't contact them via normal methods as I can't log in to my account.

WHY AMAZON

[Burger]

Can you get into your account? Considering they can't spell authorized right I'd say someone's phishing.

English. It's ENGLISH. Not American. English.

[thirty]

Emailed thru where? A link in that email?

[Timedog]

English. It's ENGLISH. Not American. English.

And people keep trying to correct me and say American isn't a language. I fucking beg to differ.

[HiroProtagonist]

Believe me, I've emailed them. I was having a large dispute with them the past week, ordered a DroboFS from them, which was via a 3rd party, who never shipped it, never replied to emails etc. I got angry and told Amazon to sort it out, they said they can't do shit for 2 weeks. Eventually I got the order cancelled, and reordered it direct from Amazon yesterday. Now this. So I've emailed the CS guy who was sort of helping me out. I can't contact them via normal methods as I can't log in to my account. WHY AMAZON

I hate calling customer service, but if ever there was a reason - this is it.

Click the Call Me button or you can reach our support team on Freephone 0800 496 1081 to use our automated customer service system. International customers can reach us at +44 (0) 207 084 7911.

[ajim]

Thats like the A to Z of fuck ups really.

[Salazar]

And people keep trying to correct me and say American isn't a language. I fucking beg to differ.

The number of people interested in your opinion on or use of language will gradually diminish to the point at which you are no longer bothered.

[Burger]

I hate calling customer service, but if ever there was a reason - this is it.

Yeah, I suppose calling would be a better idea, I'll give it a go.

And people keep trying to correct me and say American isn't a language. I fucking beg to differ.

That wasn't what I was trying to say. It's not spelt wrong because it's English. As in British English. Authorised/Authorized, both correct.

[Burger]

Well, promising news.

The Amazon CS rep on the phone used the words 'on hold' when talking about my account... Not 'deleted' as their email suggests.

I can expect a reply from the accounts department within 24 hours.

Sure makes me nervous about buying Kindle books or any other digital content in the future.

[LordCanti]

Ouch, the e-mail says right on it that the account can't be reopened for security reasons. I hope you get an understanding CS rep.

Edit: Aah, maybe you've lucked out? If not, escalate as high as you can.

[strata8]

That wasn't what I was trying to say. It's not spelt wrong because it's English. As in British English. Authorised/Authorized, both correct.

Two in a row!

Anyway, I love how Amazon decided to permanently close your account at the first suspicion, rather than freezing your orders and contacting you.

[Timedog]

That wasn't what I was trying to say. It's not spelt wrong because it's English. As in British English. Authorised/Authorized, both correct.

I realised this.

I contend that British English and American English are indeed two different languages.

[Your Excellency]

How is this the A to Z of fuck ups? Amazon should be applauded for having the systems in place to detect unusual spending. Credit cards and bank accounts do it so it's cool even the major chains do it now.

[jaxword]

Hey, Burger, keep a log of who you talk to, so you know how far up the chain of command you are speaking each time you call in.

[Burger]

Anyway, I love how Amazon decided to permanently close your account at the first suspicion, rather than freezing your orders and contacting you.

It's either because I had a huge row with them last week and this is revenge...

or...

Because I moved from NZ to the UK and ordered 9 items (about £500 worth) very quickly yesterday using a new shipping address and new credit card (my employers company card).

But they could have emailed/called me.

[Your Excellency]

Well, promising news. The Amazon CS rep on the phone used the words 'on hold' when talking about my account... Not 'deleted' as their email suggests. I can expect a reply from the accounts department within 24 hours. Sure makes me nervous about buying Kindle books or any other digital content in the future.

Aren't your Kindle books saved on your Kindle anyway? Even if you close your account voluntarily, they'll still be there.

[Your Excellency]

It's either because I had a huge row with them last week and this is revenge... or... Because I moved from NZ to the UK and ordered 9 items (about £500 worth) very quickly yesterday using a new shipping address and new credit card (my employers company card). But they could have emailed/called me.

Yeah, it was probably the former. Lol. And it doesn't make sense to e-mail you in a situation like that because whoever hacked you will just reply saying 'yah its me', and be on their merry. They need to lock it first and then if it's genuine, the person can get in touch to re-open it.

[Burger]

Aren't your Kindle books saved on your Kindle anyway? Even if you close your account voluntarily, they'll still be there.

Of course, but what if my Kindle breaks in the future, or I get a new model? I can get insurance against my bookcase burning down...

Yeah, it was probably the former. Lol. And it doesn't make sense to e-mail you in a situation like that because whoever hacked you will just reply saying 'yah its me', and be on their merry. They need to lock it first and then if it's genuine, the person can get in touch to re-open it.

Except the email says "...for security reasons cannot be reopened."

[DeathNote]

I realised this. I contend that British English and American English are indeed two different languages.

they are dialects

[DeathNote]

You can prove you weren't compromised and it should work out.

But what about the people who can't?

They seriously close the account? There's no service I can think of that does that.

[Slavik81]

English. It's ENGLISH. Not American. English.

It's the only language I understa

[numble]

I can't buy anything on Google Checkout because of security concerns (I'm guessing because I occasionally log into my Google account in China) and Google told me to just make a new account and dump my nearly 10 year old Google account.

[Shafto]

I'm feeling paranoid about this now, I ordered a few gifts yesterday to be delivered to a friend's house while i'm there on a 3 week holiday. Had to enter a new delivery address and my payment details again, so it absolutely looks like someone has pinched the account.

Sucks OP, eager to here how it gets resolved.

[roosters93]

Can you get into your account? Considering they can't spell authorized right I'd say someone's phishing.

fucking lol

[Burger]

Update:

Dear Customer, Thank you for contacting us at Amazon.co.uk with regard to the recent activity on your customer account. We are very sorry to hear of any concern or distress this activity may have caused you. Please understand that due to unauthorised access, your account at Amazon.co.uk has been closed with immediate effect and for security reasons cannot be reopened. All open orders have been cancelled and of course we will not charge you for these orders. Our records indicate that these orders were placed after an unauthorised person logged into your account using your e-mail address and password. We are unable to say for certain how your password and/or e-mail address was obtained since the activities used to obtain these details occur away from the Amazon.co.uk website. You may have heard of "phishing" scams where users receive unsolicited e-mails with instructions to update their personal information. The e-mail provides a link to a bogus website where the user will be prompted to submit personal information including e-mail address, password, credit card number, and other relevant information. Once the information is obtained, the sender can then gain access to numerous online accounts since many internet users frequently use the same user name, e-mail address, password, and financial information at multiple websites. Other techniques used to gain unauthorised account access involves the use of malicious software to capture a user's keystrokes and internet activity or the scam artist may simply try using commonly-used passwords, such as "amazon" or a customer's first name. You can find more information about safe online shopping on our help pages by following the steps below: 1) Click the Help button on the top right corner of our home page. 2) Scroll down to the 'Security & Privacy' section which you will find under the left column titled 'Help Topics'. 3) Click on the link 'Safe & Secure Online Transactions' . In addition, you can minimise the risks of falling victim to common scams by following the steps below: 1)Choose a good password which is at least 8 characters long and a mixture of letters and numbers. Do not choose a dictionary word or a word which could be easily associated with your name, address or the store with which you hold the account. Where possible, try to keep your password and usernames unique. 2)Protect your computer! Ensure your software is up-to-date and set your anti-virus software to run at all times. 3)Only open e-mails from trusted sources and virus scan all e-mails and attachments before opening them. Please note: your full credit card information stored with Amazon.co.uk cannot be accessed via our website and, as a security precaution, an order to be dispatched to a new address requires a full credit or debit card number to be entered. Amazon.co.uk and its partner sites continually review our fraud detection processes to capture the latest trends. In addition, Amazon.co.uk actively collaborates with law enforcement agencies around the world to bring charges against those committing crimes against Amazon.co.uk. In order to continue shopping with Amazon.co.uk, we ask that you open a new account as your existing one cannot be reopened for security reasons. Unfortunately, your order history or additional features such as Wishlists or DVD rental lists cannot be transferred to your new account. Once again, we would like to apologise for any inconvenience or distress caused by this action and hope you will provide us the opportunity to serve you as a customer again. Warmest regards, [redacted] Account Specialist Amazon.co.uk ===================

Amazon don't understand that the orders were placed by myself, and I'm willing to prove it. This is some sort of robot response, cookie cutter bullshit.

I'll still shop with Amazon, because they are a great site, I just wish they would let me know what is happening with my Kindle stuff.

First world problems and all, but a little inconvenient.

[THE NO LIFE KING]

Update: Amazon don't understand that the orders were placed by myself, and I'm willing to prove it. This is some sort of robot response, cookie cutter bullshit. I'll still shop with Amazon, because they are a great site, I just wish they would let me know what is happening with my Kindle stuff. First world problems and all, but a little inconvenient.

Call them again and talk to a supervisor.

[Burger]

Call them again and talk to a supervisor.

I think the Accounts department are shielded from users, you literally cannot talk to them. I've sent two more emails, will wait and see, but it's like they just don't give a fuck.

[low-G]

I heard a similar story from someone else from the UK in the last month... She jumped through about 20 dozen hoops to get it partially sorted...

[Bboy AJ]

Find a popular tech site that might bring attention to this problem. Seems like you solving it could save a few of us down the road.

[Toma]

I think the Accounts department are shielded from users, you literally cannot talk to them. I've sent two more emails, will wait and see, but it's like they just don't give a fuck.

Just keep going, dont write multiple responses at a time, because that will only slow things down. But in case no one reacts after 3-4 tries: try threatening with going to a lawyer or something. I work as a customer service representative myself, and we are specifically told to leave anything that threatens with legal action to the higher ups. It makes you look like a dick but you might actually have a chance of speaking to someone more important. Also be sure to include all the past responses and short transcription of telephone conversations with the customer reps. That makes it easier to see what you were told and most are more willing to give a different answer if they see you got the same answer multiple times already.

Edit: I am not working for Amazon, but most companies hire external CSR companies anyway, which gives you level 1 CSR's that most of the time have no clue on how to react to stuff that goes beyond what they were told, since they only get as much information "as they need".

[Angry Fork]

Can you get into your account? Considering they can't spell authorized right I'd say someone's phishing.

Damn this was good. Made me lol

[Kammie]

I'll still shop with Amazon, because they are a great site, I just wish they would let me know what is happening with my Kindle stuff.

De-DRM your stuff just to be safe... The official Kindle thread here has a link, you can do it with a plugin for Calibre. Takes 5 min to set up and then the DRM is automatically removed when you drop the files into the program.

[Jason Raize '75 - '04]

Amazon CS is amazing. Call them up and I'm sure it'll be put right

[The Orange]

Amazon CS is amazing. Call them up and I'm sure it'll be put right

This, call them up.

[demosthenes]

As almost everyone here has said, before freaking out call them.

[ReBurn]

I realised this. I contend that British English and American English are indeed two different languages.

Two peoples separated by a common language and whatnot.

[Cat Party]

This makes me feel good about Amazon, since I'd hope they'd shut my account down (as long as it indeed can be reopened) if someone was ordering things to be sent to another country, using a new credit card, out of the blue, on my account.

[sakipon]

This makes me feel good about Amazon, since I'd hope they'd shut my account down (as long as it indeed can be reopened) if someone was ordering things to be sent to another country, using a new credit card, out of the blue, on my account.

I agree, I'd like to be contacted aswell. But confirming identity and regaining access should be made simple enough, lots of people move out of the country nowadays.

[cheststrongwell]

Yeah, someone in China tried to buy a bunch $50 xbox live cards on my account a few months ago. Got the same email and another one telling me what was bought. I just followed the instructions in one of the emails and reset my password.

[Iadien]

Stop e-mailing, call them instead.