Amazon just deleted my account.

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Burger

Member
Jun 9, 2004
9,011
67
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United Kingdom
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?
 

Marty Chinn

Member
Jun 6, 2004
31,449
0
1,585
I guess Amazon hates Apple fans too =)

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

Khal_B

Member
Apr 12, 2011
1,311
0
0
You need to contact them asap and try to get this sorted out. Don't let it linger.
 

thirty

Banned
Sep 23, 2005
6,505
0
0
Can you get into your account? Considering they can't spell authorized right I'd say someone's phishing.
 

Burger

Member
Jun 9, 2004
9,011
67
1,615
40
United Kingdom
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
 
Jun 6, 2004
1,660
0
1,415
US
Burger said:
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.
Amazon.co.uk said:
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.
 

Salazar

Member
Jan 28, 2007
52,506
0
0
S. Hemisphere
Timedog said:
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

Member
Jun 9, 2004
9,011
67
1,615
40
United Kingdom
HiroProtagonist said:
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.

Timedog said:
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

Member
Jun 9, 2004
9,011
67
1,615
40
United Kingdom
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

Member
May 8, 2011
15,220
0
0
The Burbs
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

Member
Dec 13, 2010
4,768
0
0
Australia
Burger said:
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.
 
Sep 28, 2010
1,684
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0
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.
 

Burger

Member
Jun 9, 2004
9,011
67
1,615
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NotTarts said:
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.
 
Sep 28, 2010
1,684
0
0
Burger said:
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.
 
Sep 28, 2010
1,684
0
0
Burger said:
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

Member
Jun 9, 2004
9,011
67
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Your Excellency said:
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...

Your Excellency said:
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."
 

C.Dark.DN

Banned
Sep 22, 2006
28,323
0
0
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.
 

numble

Member
Apr 22, 2007
28,682
0
0
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

Member
Feb 7, 2008
308
0
840
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.
 

Burger

Member
Jun 9, 2004
9,011
67
1,615
40
United Kingdom
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.
 

Amagon

Member
May 18, 2010
13,880
1
0
Burger said:
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

Member
Jun 9, 2004
9,011
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THE NO LIFE KING said:
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

Member
May 6, 2010
6,262
1
0
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

My parents were murdered by a 3.5mm audio port and I will not rest until the standard is dead
Dec 17, 2004
14,670
40
1,535
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

Let me show you through these halls, my friend, where treasures of indie gaming await...
Mar 25, 2006
26,213
0
0
www.wasfuersohr.blogspot.com
Burger said:
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".
 

Kammie

Member
Oct 12, 2006
2,404
0
0
Buenos Aires, Argentina
Burger said:
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.
 

ReBurn

Member
Dec 6, 2008
10,709
452
900
SC USA
Timedog said:
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

Member
Aug 18, 2010
8,895
0
0
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

Member
Mar 2, 2011
3,151
0
510
Europe
Cat Party said:
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

my cake, fuck off
Jun 17, 2011
6,958
11
700
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.
 
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