Hacked

Our Amazon account was hacked and for the last couple of months I have called 4 times to customer service to try and straighten it out. The first time the front line rep took my info. Two days later I got an email from amazon saying things were fixed. They were not. The second time I called and elevated it to the next level. Same email, same results. The third time, with a better understanding of what my problem was, I got bumped up a level to a native English speaker. They seemed to understand and directed me to a third person. Two days later, same email, same results. The forth time, I asked for a refund of my prime membership fee, they don’t do that, but this time I got a different person who directed it to the Fraud Department. A week later I got the same email and still had a problem. Today, not wanting to listen to the crappy music while on hold, I tried a chat session.

Initial Question: I have attempted 4 times to try and clear up an unauthorized access to my account without success. Someone gained access on March 6, 2019 and changed the account email. They promptly created a trade-in order for 3 x-boxes, received an amazon gift card for their value, which they turned right around and spent on ps2 gift cards, leaving me with a bill for the non-existent x-boxes. Every time I get a customer “service” rep on the phone they fill out a form to the fraud department. Two days later I get an email saying my account has been fixed, when in fact it is not.

Mohammad (Amazon): Hello, my name is Mohammad. I’m here to help you today.
Brian: hello
Mohammad: Hello Brian
Brian: Did you read my initial chat text?
Mohammad: Yes Brian
Please allow me 2 minutes to check this for you and assist you with this.
Brian: OK

…3 minutes later…

Mohammad: Thanks for waiting
Brian: OK
Mohammad: I have checked this here and I see that the reps did inform to the accounts team about the unauthorized access in your account to our fraudulent department
and hence they have put all the orders on hold, Disabled the password to your account
as well
Brian: And I received an email overnight saying that everything is fixed…But it is NOT! the trade-in account still shows I owe 3 x-boxes.
Mohammad: Brian do you have the order ID of the trade-in ?
Brian: wait one.
Mohammad: Sure
Brian: TRN-4909xxx-6896xxx
Mohammad: Thanks
Mohammad: Thanks for waiting

…2 minutes later…

Mohammad: I have checked this here and please do not worry as we shall surely take care of this here as I see that the lead has already mentioned on this trade in order that the account was hacked with all the necessary details
Please do not worry as this shall surely be taken care of
Brian: Please don’t take this the wrong way, but you are the 5th person to tell me that in the last 2 months, so I remain skeptical.

…4 minutes later…

Mohammad: Yes I can understand your concern here however and I am sorry about the delay in the process however to speed up the process I request you to please go ahead and dispute the charges with the bank
Brian: The bank (credit card) has never charged me. They recognize it as an unusual purchase and flag it. I tell them I did not approved the charge. And I end up with a new charge card.

…3 minutes later…

Mohammad: Brian in this case I can see that the trade in order from the lead has been marked as unauthorized order as per the information you have provided to us
However I request you to wait for the investigation to be completed from the team here as this has already been forwarded to them and also again I am escalating this issue with them so that this is resolved at the earliest for you
I
Brian: I have been waiting for at least the last month. In the meantime I am unable to purchase items from Amazon with a charge card so I am unable to take full advantage of my Prime Membership.

…3 minutes later…

Mohammad: Yes I can completely understand your concern here
and I am very sorry about the delay in the process however I can see that the order is under investigation and also this has been marked on the order
I request to please wait for the investigation to be completed by the team here as I can clearly see that the trade in order has been marked for you with all the details
Brian: OK, I just hope that it will be completed sometime soon.
Mohammad: I’m forwarding your feedback to the concern department and the right people in my company as well so that they’ll come to know about the problem.
Now they’ll be able to check for the source of the problem and get this resolved at the earliest for you
Mohammad: Brian I’m confident that they’ll check in this issue and resolve for you as soon as possible as the order has been marked with all the details
Brian: Thanks for your time
Mohammad: I highly appreciate your patience, co-operation and understanding in this matter.
You’re welcome. Is there anything else I can assist you with today?
Brian: nope.
Mohammad: It was a pleasure to assist you with this. Thank you for contacting Amazon.com. We hope to see you again.

This took over thirty minutes, about the same as a phone call to them, but I got to listen to my music. Anyway, I’m not holding my breath this will ever get resolved.