Jul 18, 2023
Updated by pr2023 UPDATE: 18 JUL 2023
1. The "OFM" department has changed their "accusation" to say now that there are "potential" "multiple" "violations" of their returns policy.
2. Because of this accusation, they say, they have restricted our account to "digital purchases" only.
3. Customer service was kind enough to write to us saying, go ahead and use your Amazon Pay Balance.
4. BUT the first time we tried to order something, this "[protected]@amazon.in" cancelled all the orders saying that we are restricted to "digital purchases" only.
5. Someone from Customer Service called and said ok, now, do not worry, go ahead and place your orders again, and it will be ok.
6. Again, these "[protected]@amazon.in" people (or their computer) cancelled everything, saying again that we are restricted to "digital purchases" only because of "potential" "multiple" "violations" of the returns policy etc.
7. We have written to this [protected]@amazon.in email repeatedly asking them to give us one or more examples of what we are supposed to have "potentially" violated, but they do not respond at all.
8. We have also told them that we have no intention of violating any returns policy and if they can guide us we are happy to do the right thing.
9. Even more distressing and sad is that we are completely unable to either use the chat or "call me" feature of the customer service "help" section from our account.
10. To make it worse, the last email that we sent copied to both "[protected]@amazon.in" and "[protected]@amazon.in", a reply came saying that our email could not be delivered to [protected]@amazon.in. Which makes one think, logically that maybe these "[protected]@amazon.in" people are so mean and unkind that they may now be ("potentially") blocking us from even contacting Amazon customer service.
Why are they doing this? We have been a loyal customer and the few returns that we are forced to do fall under the categories below:
1. Recently, several items were returned by the "delivery partner" without every bringing the item to our door because they have marked the item as "damaged" and/or "undeliverable". How are we to blame for such things?
2. We buy many items from Amazon, and whenever we are buying a new category of items, we have to sift through many unknown vendors and there are many good and many really fraudulent vendors on the Amazon site. So in some such cases what was delivered was totally different from what is shown on the website and so those would have been returned.
3. Many other times, the items come damaged (glass bottles broken, items broken etc.). We have suggested this to Amazon but they do not permit "open box" for most items -- this means that even if the items looks damaged we only have a choice of taking it and then taking pictures etc and going through a painful process of return, or we have to reject the delivery itself, in which case the big bosses at "[protected]@amazon.in" or other computer algorithms will mark as being "potential" violators of some policy or other.
4. Amazon being an online vendor, either should have a way of doing an "open box" delivery system so that any problems can be sorted out in front of the delivery person itself.
Without doing any of this, just freezing the Amazon Pay Balance and the ability to buy normally based on some "potential" violation(s) that they will not specify what, is totally unfair and cruel.
We really hope someone senior in Amazon will get to see this and do the right thing. After being so loyal to Amazon we are feeling hurt, fooling for having believed so much in Amazon and being a regular, almost daily customer, and then being treated like this. Hope a good resolution will be found.
with regards
Jul 18, 2023
Updated by pr2023 spelling mistakes: "fooling" should be "foolish" and "without every" should be "without ever"
Jul 18, 2023
Updated by pr2023 UPDATE 18JUL2023 around 7 pm
Our Amazon Pay Balance for 1.2 Lakhs is still frozen (cannot be used for normal purchases).
Looks like one department of Amazon ("ofm") is preventing our messages from reaching "customer service".
We sent the following message and are hoping it will reach customer service through this channel.
...
We always trusted Amazon.
We put all of our refunds in Amazon Pay Balance.
We thought it was safe
We put our refunds in Amazon Pay Balance because we wanted to buy more things from Amazon.
Now "ofm" has frozen our Amazon Pay Balance.
"Ofm" will not let us use our Amazon Pay Balance to buy what we want.
We do not want "digital purchase"
We have not done anything bad with respect to any return.
We are open to being told what was wrong with which refund for future reference.
"Ofm" want to go silent on a loyal customer.
"Ofm" will not communicate.
We cannot call customer service from our account (always unavailable)
We cannot use the "chat" feature -- always hits a "snag".
When will you let us use our Amazon Pay Balance to buy what we want?
When will our account be reset to normal?
When will anybody respond.?
Is "ofm" trying to prevent us from talking to "customer service"?
"why"?
What are we supposed to do?
Is anybody listening?
Does anybody care?
Will there by any response?
Will there be any relief?
Why so cruel?
Why so arbitrary?
Why so much hatred for a loyal and good customer?
Why all of this?
Why?
Why?
Why?
Jul 18, 2023
Updated by pr2023 UPDATE: 18 JUL 2023 Around 9 pm
It gets more bizarre. Looks like Amazon's ofm wants to eat up our money.
The masters at "[protected]@amazon.in" have now written going back to their false accusation that there was some kind of previous account that was closed by them. We have never had any previous account with them. So why are they now pushing this falsehood to take away our money.
EXTRACTS FROM THE LATEST MESSAGE FROM [protected]@AMAZON.IN
>>>> Hello,
>>>> Our records show that we previously closed an account of yours for violating the terms of our Conditions o[censored]se agreement.
>>>>
>>>>
>>>> You can no longer use your account to place non-digital orders in our store. That is because your account has
>>>> repeatedly violated our Conditions o[censored]se. We will cancel all non-digital orders you place on Amazon.in. Note
>>>> that in accordance with Amazon.in Gift Card Terms and Conditions, you cannot transfer your gift card balances to
>>>> another account or request a cash value payment.
>>>>
OUR FEEDBACK
1. We have never had any prior account and none was ever closed
2. We have never violated any of any "terms" and prior to this no one has ever told us about any such "violation"
3. This looks like a way to eat up our 1.2 Lakhs in our gift card account.
4. We trusted Amazon, and a big company that has infinite money finds it appropriate to eat up 1.2 Lakhs of a small consumer.
We do not know what to do, since this "[protected]@amazon.in" seems to have the power to prevent us from even contacting Amazon Customer service and seem to be doing this for reasons best known to them.
We will wait to see what happens. Perhaps some Amazon senior manager will see this and take action.
Hope is all that is left now.
Jul 21, 2023
Updated by pr2023 UPDATE
After literally dozens of emails, we tried to follow the escalation procedure that is available on the Amazon web site. It looks very promising but when you actually try to send emails to the three levels, it is clear that the responses are from some "AI" or computer because the response comes within literally seconds (or even less than a second, maybe). Anyway, after a few days of this beating the head against a brick wall, suddenly some human being seemed to have taken notice of our issue. Someone wrote saying this will look into it and get back to us, and the next day they reset out account to normal and expressed regret for the "inconvenience" caused. Although we are very happy that this nightmare has ended, we are still very hurt and do not understand why such things happen.
Thanks to
https://www.consumercomplaints.in for being there for us. Not sure if Amazon responded to this or did something on their own, but it made a lot of difference to us that at least there was some neutral forum that we could turn to.
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