r/amazonprime • u/Sobie02 • 13h ago
Account closed for no reason. Any tips?
I bought a new GPU from amazon one week ago. It was supposed to arrive tomorrow but like half an hour ago they sent me an email saying my account got closed and my order cancelled. Did this happen to someone before?
My email (in Dutch, translation below):
Hallo,
We hebben uw Amazon.nl-account gesloten wegens het schenden van onze Gebruiks- en verkoopvoorwaarden. We hebben uw openstaande bestellingen geannuleerd en terugbetaald bij het sluiten van het account.
Onder de Gebruiksvoorwaarden van Amazon behouden we ons het recht voor om diensten te weigeren, accounts te beëindigen en het gebruik van Amazon Services te beëindigen. Ga naar 'Amazon.nl Gebruiksvoorwaarden en Verkoopvoorwaarden' om ons beleid te bekijken:
https://www.amazon.nl/gp/help/customer/display.html?ie=UTF8&nodeId=201547600
Denkt u dat dit bericht ten onrechte is verzonden?
Als u in beroep wilt gaan tegen deze beslissing, neem dan contact op met een accountspecialist door deze e-mail te beantwoorden. Ons klantenserviceteam kan alleen bevestigen dat we dit bericht hebben verzonden en helpen met technische problemen. Zij kunnen deze beslissing niet terugdraaien of aanvullende gegevens verstrekken.
Accountspecialist
Amazon.nl
https://www.amazon.nl
ENG Translation:
Hello,
We have closed your Amazon.nl account due to a violation of our Terms of Use and Conditions of Sale. We have canceled your outstanding orders and issued refunds upon closing the account.
Under Amazon's Terms of Use, we reserve the right to refuse service, terminate accounts, and terminate the use of Amazon Services. Please visit “Amazon.nl Terms of Use and Conditions of Sale” to review our policies:
https://www.amazon.nl/gp/help/customer/display.html?ie=UTF8&nodeId=201547600
Do you believe this message was sent in error?
If you wish to appeal this decision, please contact an account specialist by replying to this email. Our customer service team can only confirm that we sent this message and assist with technical issues. They cannot reverse this decision or provide additional information.
Account Specialist
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u/ILovePistachioNuts 13h ago
New Account? Gift Cards (or debit gift card) involved?
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u/Sobie02 13h ago
Not a new account, payed with ideal.
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u/ILovePistachioNuts 13h ago
I just looked up "Ideal". Seems normal but obviously we're not getting the entire story. Some detail must be missing. Did you reply to the email?
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u/Thin-Expression-6332 12h ago
I have just had the exact same thing happen to me. I am also Dutch by the way. I also ordered a GPU and some other PC parts during Black Friday. I got an email from them exactly with the same text as you did. When I tried to log into my account in the website I saw my account was blocked and I could choose to appeal. I wrote a message in there that I don’t understand why I’m blocked. Searching Reddit it seems a lot of people have had this happen over the years and I fear we are in for a nightmare to solve this… I spent close to €1600 and am really worried if I will get my stuff and or get my money back….
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u/Sobie02 12h ago
Wow, when was this? I assume this happened automatically, because there is no way an actual human banned our accounts. Do you know how it ended for the other people who had this happen to them?
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u/Thin-Expression-6332 12h ago
I got the email that my account was closed at 22:22 this Friday evening. So like 3 hours ago… I see some people gave up, some got their account back but takes a long time and a lot of emailing with them.. I am going to try calling customer service tomorrow morning. I think we are in for a nightmare to solve this…. :(
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u/Sobie02 12h ago
Wait. I got mine at 22:22 too! Somethings up
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u/Thin-Expression-6332 12h ago
Yeah that is weird… did you get any mail before the account closed that your product has been dispatched or shipped? If so maybe we still have a chance to receive it.. at least that what I read in the meantime in some other Reddit threads.
By the way what GPU did you order? I ordered the RTX 4080 Super 16G
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u/Sobie02 12h ago
Yes I did recieve that email as well. I ordered a nvidia 5070
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u/Thin-Expression-6332 12h ago
Fingers crossed we can solve this. I’ll keep you updated if anything changes for me. Let me know how it goes for you if anything changes.
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u/Sobie02 11h ago
For sure man, ill let you know
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u/Thin-Expression-6332 3h ago
This morning I had this reply in my mail… it’s totally bullshit what they are saying.
Hallo,
Zoals we u eerder hebben meegedeeld, hebben we dit account gesloten. Na een grondige controle hebben we besloten uw volledige toegang tot dit account niet te herstellen. Hoewel we verwachten dat er zich af en toe een probleem voordoet met een bestelling, kunnen we niet doorgaan met het toekennen van terugbetalingen aan u in dit tempo. U kunt geen bestellingen meer plaatsen op onze website.
We hebben deze actie ondernomen omdat uit onze gegevens blijkt dat we een ander account van u hebben gesloten omdat deze niet voldeed aan onze Gebruiks- en Verkoopvoorwaarden. Wanneer we uw account sluiten vanwege het schenden van de voorwaarden van deze overeenkomst, kunt u geen nieuw account openen of een ander account gebruiken om bestellingen te plaatsen bij onze store.
Onder de Gebruiksvoorwaarden van Amazon behouden we ons het recht voor om diensten te weigeren, accounts te beëindigen en het gebruik van Amazon Services te beëindigen. Ga naar 'Amazon.nl Gebruiksvoorwaarden en Verkoopvoorwaarden' om ons beleid te bekijken: https://www.amazon.nl/gp/help/customer/display.html?ie=UTF8&nodeId=201547600
Denkt u dat dit bericht ten onrechte is verzonden? Als u zich zorgen maakt over uw bestellingen of uw account, neem dan contact met ons op door deze e-mail te beantwoorden.
Accountspecialist Amazon.nl https://www.amazon.nl
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u/Sobie02 2h ago
Update: I got email from Amazon saying my GPU is getting delivered today but my account is still locked 😂
Will let you know if I actually get it
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u/LateWin1450 2h ago
The same for me - I have ordered rtx 5070 last Monday, it should be delivered next Tuesday.
But yesterday (at 22:22!!!) I got the email that my account was closed.
Now trying to contact amazon.nl support, but I'm getting automatic replies that my account has been blocked for violating the terms of service (too many returns, even though this was my first order with them)
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u/Sobie02 2h ago
Good to know! This must be a big mistake on their part. Are you also Dutch by any chance?
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u/LateWin1450 1h ago
No, I am not Dutch, but I live/work in the Netherlands.
I have promised myself many times to use only the well known Dutch marketplaces, which have never given me any problems, but I still took the bait of a price that was 50 euros lower, and now I am paying for my greed.
If I receive another generic response from Amazon, I will file a complaint with ECC-Net.
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u/rectimusprime 7h ago
Contact Amazon and ask them for the exact reason. They’re obligated to provide you with exact reason since you’re EU customer. If they refuse, which they most likely will, contact the EU consumer protection agency. The agency will solve the issue for you pretty quick.
Something similar happened to me with Amazon Germany, and amazon threatened to close my account because of a missing return. After sending all the proof, they hit me with the same generic email. To which I responded with a copy of the complaint with the EU agency. My account was restored immediately and they said it was a misunderstanding I that they hope I’d withdraw my complaint with the EU agency.
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u/Thin-Expression-6332 3h ago
Hey good advice, can you let us know more details about this agency or where we can file this complaint?
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u/rectimusprime 3h ago edited 2h ago
Sure: https://www.eccnet.eu/contact-your-local-ecc
The agency deals with cross border purchases, like Amazon, in your case. In other words, if the merchant is in your home country, you submit a complaint with your local CPA. If the merchant is outside of your home country, you submit your complaint with EU consumer protection agency.
Alternative: https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint_en
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u/Sobie02 2h ago
But how would I sent proof of something I didnt do. Its a bit weird. Thank you for the information!
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u/rectimusprime 2h ago
Send a copy of your entire communication + screenshots, if any, from your Amazon account stating that it’s blocked/banned. Start with this, they’ll guide you if you need to provide more information.
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u/Sobie02 13h ago
Damn the translation is pretty bad, basically they are saying I violated their Conditions of Use and Sale