Normal
0
false
false
false
EN-US
X-NONE
X-NONE
The following is my “paper trail” regarding communications with Amazon.com, Inc., that I provided to consumer advocate, Christopher Elliott, on 1/23/2016. Since Mr. Elliott requests that no images or attachments be included, this report consists only of text.
This report may also be downloaded in PDF format or Word format (18 pages).
Hello Mr. Elliott,
Thank you for looking at this. The first section of my paper trail includes personal notes, because it involved calling in to Amazon Customer Support, which was fruitless. In fact, the customer service agents didn’t even know I had been blacklisted.
I know that your FAQ says you do not get involved with “Any case that’s been referred to a company’s legal department.” However, in this case, I would ask you to consider making an exception, because the approach of Amazon’s legal department and Stoel Rives, LLP has been to completely ignore all communication attempts!
Also, I think you will find yourself scratching your head reading these emails. We are dealing with a gift card balance of $451.20 on my Amazon account, NOT a promotional credit, NOT rewards points, etc. Amazon has actually had the audacity to say they are allowed to keep my balance because their Conditions of Use say they can do whatever they want. They have not alleged any gift card fraud, and I can also produce a paper trail showing the gift card amounts, and many of them were actually purchased by me.
Here are my personal notes from 8/25/2015 to 9/04/2015:
As of 8/25/2015, this Amazon account, richard_thripp@falconmail.daytonastate.edu, would not work and says “There was an error with your E-Mail/ Password combination. Please try again.” I changed passwords and it still does not work. I have about $450 of gift card credit on the account.
Called 888-280-4331 on 8/26/2015 and was told my account is on hold pending investigation regarding my account information. Received email from Amazon Seller Support, which is incorrect because I do not have an Amazon Seller account. Furthermore, the Case ID could not be accessed without account access.
Called 888-280-4331 again on 8/27/2015 (evening) and was told I would get a reply in 24 hours and that my account was put on hold for using a credit card not in my name or shipping an item to another address.
Called 888-280-4331 on 8/31/2015 and was told I would get an email response and a follow-up call on 9/01/2015. Noticed then that richardxthripp@thripp.com and thrippr@daytonastate.org are suspended as well. I missed the follow-up call on 9/01/2015, called the corporate headquarters on 9/01/2015, and was forwarded back to the Retail department. I threatened both with the CFPB and was told by a retail specialist that they would look into this again. I also told her about the thrippr@daytonastate.org account which is also on hold, and the $38.02 Amazon Register balance, which she also filed a report about. No reply was received.
Called 888-280-4331 on 9/04/2014 — spoke with Maxine. She said my account is on hold. I explained that I have called in 5 times over the past 2 weeks. I asked what the GC balance on the account is and was told it is: $451.20. She said she would see what she could do and then hung up on me after several minutes on hold. [This is an important call because it establishes the amount of the gift card balance.]
Email sent 9/04/2015, via www.amazon.com without logging in. NO REPLY WAS RECEIVED:
My Amazon account richard_thripp@falconmail.daytonastate.edu has evidently been banned from buying on Amazon. I have called in 5 times since 8/26/2015 and have been told my account has been placed “on hold” and then I have been hung up on. I have a gift card balance of $451.20 on the account. I will require a check for this gift card balance to be sent to me. Further, I will require a textbook return shipping label to be provided for order # 002-0522516-6033864 when I return the textbook which is due to be returned before 12/19/2015.
Next up, my complaints through several agencies, and Amazon’s responses:
My complaint to the Attorney General of Washington, sent 9/04/2015:
As of 8/25/2015, Amazon has suspended my account with email address richard_thripp@falconmail.daytonastate.edu, and refuses to relinquish the existing Gift Card Balance of $451.20 that was present on my account, despite repeated attempts to contact them via phone and email on 8/26/2015, 8/27/2015, 8/31/2015, 9/01/2015, and 9/04/2015.
From speaking with multiple phone service representatives via calling in at 888-280-4331, I have repeatedly been told my account is “on hold,” possibly due to a discrepancy with my billing information or mailing address. I have repeatedly provided my correct name and billing address (which also matches the information on my Amazon account), and have been told I would receive a reply within 24 hours, but in no case has a reply ever been received.
Amazon has neglected to reply to multiple emails sent by me via their online form at www.amazon.com/gp/help/customer/contact-us.
Amazon provides no legitimate reason for this suspension, nor any timeframe for it being investigated or resolved. I attest that the gift card balance on the account was acquired from legitimate sources and that no illegal activity nor activity that is knowingly in violation of Amazon’s terms has occurred on the account. Further, in none of the phone calls with Amazon has Amazon alleged that any of these factors are in question.
No notice of the suspension was given via phone, email, nor postal mail (to date). I am unable to log in to my Amazon account due to receiving the error message “There was an error with your E-Mail/ Password combination. Please try again,” which persists even after resetting my Amazon password. Only after my initial call to 888-280-4331 on 8/26/2015 was I informed by a customer service agent that my account is “on hold.”
Amazon’s response to my complaint to the Attorney General of Washington, received 9/19/2015:
Dear Andrew,
I’m Suresh Potnuru of Amazon.com. I’m responding to Mr. Richard Thripp’s subject matter complaint, and copying him for his reference.
I’m sorry for the trouble Mr. Thripp’s had in accessing his account.
I’d like to confirm the information Mr. Thripp’s received from our Account Specialist team is correct. As noted in our Conditions of Use, in the section, “Your Account”: “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.”
Mr. Thripp can review our Conditions of Use here:
www.amazon.com/conditionsofuse
Due to the proprietary nature of our business, we’re unable to discuss with Mr. Thripp, and the decision to close his account is a final one.
Regarding gift card balance: At this time we may not be able to issue a refund to Mr. Thripp for his gift card balance.
Please contact me directly by replying to this email if I can be of further assistance.
Best regards,
Suresh P.
Thank you.
Amazon.com
My rebuttal to the above reply from Amazon, sent 9/19/2015:
Hello,
Can you provide a timeframe for when and how you will disburse the gift card balance of $451.20 from the account?
I do not believe you have provided a legal basis to seize the gift card funds.
Also, note that it is NOT correct that I received any information from Amazon’s Account Specialist team. In all cases, I was ignored by them. I only pieced together information from reading the accounts of other blacklisted customers online, and from the cryptic information provided by Amazon’s Customer Service department. Multiple times, I was told I would be contacted within 24 hours by an Account Specialist, which never happened.
This is in bad faith, given that Amazon has blacklisted me and BOTH refuses to discuss the matter AND refuses to even confirm nor deny that I was blacklisted, until now.
This matter is NOT resolved until I receive a full refund for my gift card balance, as required by law.
Also, please inform me how I am intended to return my textbook rental that is due back on 12/19/2015 if I am unable to log in and print a return shipping label? I will be using the textbook for one of my classes through mid-December, so I am unable to return it early. Am I to assume that Amazon intends me to shoulder the return-shipping cost, in contradiction to the textbook rental terms? Can I expect that Amazon will charge me the full buyout price of the textbook regardless of what action I take? It seems as such, given Amazon’s extra-legal activities to date.
Sincerely,
Richard Thripp
Amazon’s rebuttal to my above email, received 9/22/2015. They did not include the Attorney General of Washington on this email:
Hello,
I’m sorry for any inconvenience caused by the closing of your Amazon.com account.
I’ve reviewed the account and our previous communications with you, and can confirm the decision was a valid one.
Please note this isn’t a decision we can reconsider, and we won’t be able to issue a refund for the gift card balance.
Regarding textbook rental: You can use the following address to return your Amazon.com Textbook Rental.
Amazon Textbook Rental Returns
1085 Aviation Blvd
Hebron, KY 41048
You must return your rental prior to the scheduled due date in order to avoid any additional charges. You can return the rental using the carrier of your choice. Since you’re not using a pre-paid mailing label provided by Amazon, you’ll be responsible for any return shipping fees.
I realize you’re upset, and I regret we’ve been unable to address your concerns to your satisfaction. However, we’ll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter won’t receive a response.
We appreciate your understanding.
Best regards,
Suresh P.
My complaint to the Attorney General of Florida, sent 9/04/2015:
INTERNET MESSAGE RECEIVED BY THE [FLORIDA] ATTORNEY GENERAL’S OFFICE ON 09/04/2015:
Richard Thripp
[Address]
Ormond Beach, FL 32174
Phone: [Phone]
Email: richard_thripp@falconmail.daytonastate.edu
RE: Amazon, Inc.
1200 12th Ave. South, Ste. 1200
Seattle, WA 98144
Phone: (206) 266-1000
Website: www.amazon.com
Amount Paid: 451.20
Payment Method: Credit Card
Subject: Gift card balance of $451.20 withheld, possibly illegally
As of 8/25/2015, Amazon has suspended my account with email address
richard_thripp@falconmail.daytonastate.edu and refuses to relinquish the
existing Gift Card Balance of $451.20 that was present on my account, despite
repeated attempts to contact them via phone and email on 8/26/2015, 8/27/2015,
8/31/2015, 9/01/2015, and 9/04/2015.
From speaking with multiple phone service representatives via calling in at
888-280-4331, I have repeatedly been told my account is “on hold,” possibly due
to a discrepancy with my billing information or mailing address. I have
repeatedly provided my correct name and billing address (which also matches the
information on my Amazon account), and have been told I would receive a reply
within 24 hours, but in no case has a reply ever been received.
Amazon has neglected to reply to multiple emails sent by me via their online
form at www.amazon.com/gp/help/customer/contact-us .
Amazon provides no legitimate reason for this suspension, nor any timeframe for
it being investigated or resolved. I attest that the gift card balance on the
account was acquired from legitimate sources and that no illegal activity nor
activity that is knowingly in violation of Amazon’s terms has occurred on the
account. Further, in none of the phone calls with Amazon has Amazon alleged
that any of these factors are in question.
No notice of the suspension was given via phone, email, nor postal mail (to
date). I am unable to log in to my Amazon account due to receiving the error
message “There was an error with your E-Mail/ Password combination. Please try
again,” which persists even after resetting my Amazon password. Only after my
initial call to 888-280-4331 on 8/26/2015 was I informed by a customer service
agent that my account is “on hold.”
Amazon’s response to my complaint to the Attorney General of Florida, received 11/05/2015. Note that it took them 2 months to respond!
1509-37467 FL AGO – Richard Thripp
I’m Mohammad of Amazon.com. I’m responding to Mr. Richard Thripp’s subject matter complaint, and copying him for his reference.
I’m sorry for the trouble Mr. Thripp’s had in accessing his account.
I’d like to confirm the information Mr. Thripp’s received from our Account Specialist team is correct. As noted in our Conditions of Use, in the section, “Your Account”: “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.”
Mr. Thripp can review our Conditions of Use here:
www.amazon.com/conditionsofuse
Due to the proprietary nature of our business, we’re unable to discuss with Mr. Thripp, and the decision to close his account is a final one.
Regarding gift card balance: At this time we may not be able to issue a refund to Mr. Thripp for his gift card balance.
I hope this helps.
Best regards,
Mohammad
Thank you.
Amazon.com
I also filed a complaint with the Consumer Financial Protection Bureau on 9/04/2015, but received a reply indicating that they do not handle issues with gift cards. Please let me know if you want a copy of this correspondence. The CFPB did not contact Amazon at all.
My complaint to the Better Business Bureau, sent 9/24/2015:
BBB of Alaska, Oregon & Western Washington (DuPont, WA)
Complaint #: 10830673
Complaint Detail / Problem
Complaint Type: Customer Service Issues
Problem:
Amazon has terminated my customer account and acknowledges, but refuses to refund, the gift card balance on the account of $451.20. Amazon has stated that they will not discuss the reason for my account being terminated due to the “proprietary” nature of their business, that their decision to withhold the gift card balance is final, and that they will not respond to any further contact from me. They actually have the nerve to say on record to the Attorney General of Washington that my account termination and the failure to remit my gift card balance is valid under the section of their Conditions of Use saying “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.” I have received nothing but misdirection, obfuscation, rudeness, and patronizing statements in reply to numerous emails and calls to Amazon since noticing my account was rendered inaccessible as of 8/25/2015.
Desired Resolution / Outcome
Desired Resolution: Refund
Desired Outcome:
I request a refund of $451.20 for my gift card balance. I also request a textbook return shipping label for my outstanding textbook rental, due back 12/19/2015. Amazon is in violation of their textbook rental terms, since it was advertised that they pay for the return shipping, but Amazon has said on record that I will be responsible for the return shipping costs due to my account being terminated.
Complaint Background [Blank fields removed]
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: Gift card balance
5. Purchase Date: 7/15/2015
6. Date Problem First Occurred: 8/25/2015
Dates you complained to the company/organization
7. First Date: 8/26/2015
8. Second Date: 8/31/2015
9. Third Date: 9/4/2015
17. Purchase Price: $451.20
18. Disputed Amount: $451.20
Amazon’s response to my complaint to the Better Business Bureau, received 9/27/2015.
Your Amazon.com Inquiry – BBB Complaint ID: 10830673
Message From Customer Service
Hello Richard,
I’m Suresh of Amazon.com. I’m writing in response to a complaint filed on your behalf by the Better Business Bureau BBB – I’ve provided the BBB with a copy of this message.
I’m sorry for any inconvenience caused by the closing of your Amazon.com account.
I’ve reviewed the account and our previous communications with you, and can confirm the decision was a valid one.
Please note this isn’t a decision we can reconsider, and we won’t be able to issue a refund for the gift card balance.
Regarding textbook rental: You can use the following address to return your Amazon.com Textbook Rental.
Amazon Textbook Rental Returns
1085 Aviation Blvd
Hebron, KY 41048
You must return your rental prior to the scheduled due date in order to avoid any additional charges. You can return the rental using the carrier of your choice. Since you’re not using a pre-paid mailing label provided by Amazon, you’ll be responsible for any return shipping fees.
I realize you’re upset, and I regret we’ve been unable to address your concerns to your satisfaction. However, we’ll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.
We appreciate your understanding.
==========================
Information received: 9/24/2015
==========================
Consumer Information
Richard Thripp
[Address]
Ormond Beach , FL 32174
[Phone]
==========================
Complaint filed against:
NAME: Amazon.com
BBB MEMBER: YES
==========================
Case Description: Amazon has terminated my customer account and acknowledges, but refuses to refund, the gift card balance on the account of $451.20. Amazon has stated that they will not discuss the reason for my account being terminated due to the “proprietary” nature of their business, that their decision to withhold the gift card balance is final, and that they will not respond to any further contact from me. They actually have the nerve to say on record to the Attorney General of Washington that my account termination and the failure to remit my gift card balance is valid under the section of their Conditions of Use saying “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.” I have received nothing but misdirection, obfuscation, rudeness, and patronizing statements in reply to numerous emails and calls to Amazon since noticing my account was rendered inaccessible as of 8/25/2015.
Desired Resolution: I request a refund of $451.20 for my gift card balance. I also request a textbook return shipping label for my outstanding textbook rental, due back 12/19/2015. Amazon is in violation of their textbook rental terms, since it was advertised that they pay for the return shipping, but Amazon has said on record that I will be responsible for the return shipping costs due to my account being terminated.
====================================================
Best regards,
Suresh P.
Thank you.
Amazon.com
My rebuttal to the above reply from Amazon, sent 9/28/2015 to the BBB:
Latest correspondence: I am rejecting this response because:
This response is identical to the response that Amazon.com, Inc. provided to the Washington Attorney General’s office.
It is NOT acceptable, because Amazon.com, Inc. has no legal basis to steal my gift card balance of $451.20.
Furthermore, Amazon.com, Inc. has declined to provide further information justifying their decision.
Many of the gift cards that I had applied to my account were purchased by me, and it would be possible for me to provide bank statements and compile a comprehensive list of gift card codes and sources, with several hours of work. This process is made much harder based on the fact that Amazon has terminated my account and willfully removed all access to my gift card redemption history and all other account-related information, in an effort to obstruct my ability to construct my case. However, Amazon retains all information and records for their benefit.
Recently, I tried calling into Amazon’s corporate office (no one there will help my, anyway) on a recorded line. Once announcing I was on a recorded line, I was informed their policy is to reject all such calls. However, they record every call and announce as such. This is hypocritical and is one of many examples of Amazon’s attempts to create an uneven playing field for their benefit.
Please request a satisfactory response from Amazon.com, Inc. on my behalf. I am willing to take this to small claims court, though I would prefer to avoid the hassle if Amazon.com, Inc. will just be reasonable about this.
Amazon’s rebuttal to my above email, received 9/28/2015:
Hello Richard,
I’m writing in response to a complaint filed on your behalf by the Better Business Bureau BBB – I’ve provided the BBB with a copy of this message.
I understand that you want us to provide the exact information justifying our decision.
As noted in our Conditions of Use, in the section, “Your Account”: “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.”
You may review our full Conditions of Use by selecting the link below:
http://www.amazon.com/gp/help/customer/display.html/?nodeId=508088
Due to the proprietary nature of our business, we’re unable to discuss with you, and the decision to close your account is a final one.
I realize you’re upset, and I regret we’ve been unable to address your concerns to your satisfaction. However, we’ll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.
We appreciate your understandin