joe_b

I guess it's different for every card, but mine is excellent with flagging suspicious charges and putting a hold on it going through until I verify the transaction (which takes a few seconds and doesn't involve uploading supporting documents). Happened last week when I ordered a new set of rims.

stvn1974

I had my account locked because someone tried to buy $200 worth of giftcards and they flagged it. It was a nightmare trying to get it opened again and after ten days of endless loops I contacted the Better Business Burrea and filed a claim. The account was back in less than 24 hours, I just had to reset my password. I coulnd't access the several hundred dollars worth of kindle content so I filed a claim with the BBB and let them deal with it.

joe_b

^ While I don't have any Kindle content, it feels unethical to completely block someone's access to their digital purchases unless they do as they're told and upload personal banking documents. Putting an order on hold until I call to clear up whatever issue that caused it to get flagged? Sure, that's a reasonable request - though it makes little sense when the order was placed using the same payment method and address of every previous order on the account.

But to freeze me out entirely and not allow customer service to assist with anything because the account can only be unlocked by a nameless "Account Specialist" who will not speak to anyone directly? Intentional or not, that whole approach is terrible from a customer relations standpoint and feels more like an intimidation tactic. Amazon wants you to know who has control over your content. It was gross to read some of the people on Reddit mention having to do as much butt-kissing as possible to get their accounts unlocked - especially if they did nothing wrong to begin with. Ick.

Josh-da-man

In the past, didn't Amazon still allow you access your digital purchases even if they froze your account?

stvn1974

I couldn't log into the account at all. It also logged me off of the kindle app and the Prime streaming app. I also had amazon music then and the same. If I put my password in it would give me some notification that fraud was suspected and to reset the password. I would try to reset it and it would text me a code to enter. I would enter the code and then it would loop me tack to the fraud notification and repeat.

joe_b

You get shut out of anything and everything Amazon related: Audible, Whole Foods delivery - the works. That's why I'm glad I'd already divested so much from this company and my home is not run by their creepy smart devices.

It took four days, but I finally received an e-mail from the "Account Specialist" bot to inform me of the hold on the account. When attempting to log in, it mentioned that uploading a billing statement would help unlock the account sooner. Now the e-mail states the account will remain locked unless I turn over the documents. No alternative and no way to contact them directly since the notice came from a no-reply address.

They also state my order (which I needed by Saturday) will be canceled in the next 72 hours. Good thing I didn't sign up for a Prime trial right before the account was flagged. I suspect they would have been more than capable of letting that recurring charge go through after leaving me with no way to cancel.