Customer Review

Reviewed in the United States on November 1, 2017
CAUTION! CAUTION! CAUTION!!!! Read this through before you proceed to purchase a Gift Card!

OK, I think that I have been more than patient with Amazon on this whole "Gift Card" experience. Last week I ordered a $100.00 Gift Card for my Grandson's birthday and used the deliver by social media process. The link was sent via Messenger to my grandson and it appeared to go through with no issues. Just as I sent the card I remembered my other grandson's birthday was this week so I immediately went back into the Gift Card section and ordered another $100.00 Gift Card for him. I sent it the exact same way as the first one but this one sat on the screen and kept saying "processing." I waited for a bit and noticed an email in my inbox from Amazon. The email said

"Hello,

We believe that an unauthorized party may have accessed your account. To protect your information, we have:

-- Disabled the password to your account.
-- Reversed any changes made by this party.
-- Canceled any pending orders.
-- Issued refunds for the charges listed below to your VISA ending in 79.

It may take several days for the refunds that we issued for these charges to appear in your account.

-- 100

We recommend that you review all recent activity on this card and report any unauthorized charges to your financial institution.

You will need to reset your password when you return to our site. To reset your password, click "Your Account" at the top of any page on Amazon.com. On the Sign In page, click the "Forgot your password?" link to reach the Amazon.com Password Assistance page.

After you enter your email or mobile phone number, you will receive an email containing a personalized link. Click the link from the email and follow the directions provided.

Your new password will be effective immediately.

You will also need to:

-- Re-enter your complete credit or debit card number the next time that you place an order.
-- Re-enter any addresses that you recently added to your account.
-- Check your subscriptions, if you have any. You may need to update them.

If you have any trouble resetting your password, call Customer Service at:

Customers within U.S. and Canada: 1-866-216-1072
International customers: 1-206-266-2992

We do not know how this person got your sign-in information because that happened away from our websites. Some techniques include using malicious software to capture a user's keystrokes, trying common passwords, and sending fraudulent emails that request account information (known as "phishing").

To learn more about safe online shopping, visit the "Security & Privacy" section of our Help pages.

Sincerely,

Account Specialist

I immediately followed the directions and managed to re-log into the Amazon site. I called the number for customer service (total misnomer) and after answering all their boiler plate questions and then being told that they couldn't talk to the "Account Specialist" I was assured that all was well and I should simply reorder the items. I went back into the "Gift Card" area and again ordered two Gift Cards one for each of my grandsons. I used the same delivery method as before and they both appeared to take. My oldest grandson was able to redeem and use his gift card. Yeah! The younger one was not since each time he tried it kept telling him there was ZERO balance on the card. My bank showed two orders of $100.00 each from Amazon. After numerous attempts to get the card to work I again contacted Amazon and after a lengthy discussion with one of the Philippine call center folks about the issue I was told...sorry...there's nothing I can do. I asked to speak to a supervisor and was told that the supervisor was not available. At that point I lost most of my cool and demanded that I be put through to a higher level manager and/or transferred to a Stateside customer service rep. After about 10 min on hold I was finally transferred and helped by an extremely nice lady. She explained that they had to message/text the Account Specialist and she proceeded to try and help me straighten the mess out. Unfortunately after a very long conversation and many gyrations, the problem still existed and I was told..."give it 24 hours." I told my very disappointed grandson, that he would have to wait, he was nice about it and said don't worry, but I know he was very disappointed. The next day I called again, since the issue was still not resolved, this time I spoke to a guy in "retail" and he tried very hard to help work out the situation, but again after his contacting the "Account Specialist" and after a very long conversation asking questions about my grandson's email, his Amazon account etc. I finally asked if he could just call my Grandson's maternal Grandmother because he lives with her and get the information and work with her to resolve the issue. They called her and after a lengthy process they told her WAIT 24 HRS!!! Finally on Friday of last week I called and spoke with a very nice lady that attempted to help. She looked at the accounts and said that we could just cancel the ones that were out and I could then attempt to put money (reload) my grandson's Amazon account gift card online in his account. That way there would be no links etc. and he could use it right away. Well I was on board with that! My grandson gave me his account name and PW and I logged into his account to do what the young lady had suggested. I followed her instructions and was able to add my credit card to his account and I then attempted to add $100.00 to his Gift card balance. This time the gift card appeared to take, but again the "processing" notice came up! My grandson got a notice in his email that his account was not locked because of apparent fraudulent activity!!! So now here we are, his account is locked. He didn't get his Gift Card, I have money tied up in cyberspace waiting for refunds etc. I spoke with my bank, just on the off chance that they were somehow rejecting the purchase. They said that they were getting request for payment with a "Zero" amount. Which obviously they can't pay. The did show three times that $100 dollars was paid to Amazon. As of this date I have received $100 dollars back into my account and there are two other $100.00 amounts that are still in limbo. My Order details shows that they refunded the money, but I'll believe it when I see it! To add insult to injury my grandson's account is still lock and I have mo way of removing my Credit Card info from his account. It's not that I don't trust him, but I definitely don't trust Amazon's system now. I've always had great service from Amazon on the years but this event has really put a huge dent in the respect that I had! VERY POOR CUSTOMER SERVICE AND ACCOUNT MANAGEMENT.
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