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Amazon and Kindle
Trying to help a friend. First her Facebook account was hacked. Impossible to retrieve. She lost everything including pics of her son before he committed suicide. Then her Amazon was hacked and the account was stolen. She called me for help because her Kindle would not sync the new books that were on her phone. Turns out whoever stole her Amazon account reported her Kindle stolen and got a refund for it. She bought it on Black Friday and it was about $90. But she also lost all the books she had purchased on her Kindle from her old account. Then I had to explain about how she was only purchasing the digital rights and did not actually own the books. She was not happy.
SO … Amazon says she has to REPURCHASE the Kindle that she already owns because they refunded the money to the people who stole her account. They escalated to an account specialist who we would hear from in 24 hours. That was a week ago. I called today and they said they were close to finishing the investigation and only needed 5-6 ore hours and she would hear from them. Sounds like they are just pushing her off hoping she will just get over it and buy another. She won’t. I am calling as her because she lost it with them and I am not as emotionally or financially invested.
So what can we do to remedy this? It seems ridiculous to have to pay for something you already paid for because someone ELSE reported it stolen. Is there a way to pass all the lower level support people and get to someone who can actually help?
Thanks.
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4 Replies
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Hello Tracey,
It sounds like the only solution is once she regains access to her account, she would then have to buy a new Kindle and then she would have access to all of the previously purchased books.
With any Amazon account you should really enable the 2fa security feature.
If she regains her account I have read online that if you keep Contactacting Amazon, and keep telling them the Amazon credit was fraud based and they will remove it eventually.
Regarding bypassing low level support, keep requesting the Fraud department.
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Hello John,
Thanks for the information. I hadn’t set this up till now. Problem is “We’ve sent a One Time Password (OTP) to your phone number. Please enter below.” But the password never shows up. Am I doing something wrong? Or is there a “glitch”?
Any suggestions?
Thank you,
Ken -
Hey Ken,
See if you can verify the phone. Number on the Amazon account.
https://www.amazon.in/gp/help/customer/display.html?nodeId=GG3RU889NM34H3YR
Does ot show you a piece of the number, does it match yours or a family members? Eg. xxxxxxx123
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John,
I feel the Starkist commercial – “Sorry Charlie”. When I log in to my Amazon account I get a code texted to my phone. Reviewing the phone # on my Amazon account is correct. I was thinking maybe I already have 2-step verification turned on, but according to Login & Security Amazon is asking me to “Turn on”. I tried it again this morning making sure the country was set to USA and entering the phone # 2 different ways. Guess I’m not Starkist.
Thank you,
Ken
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