Saturday, September 29, 2018

Amazon's response to my account being hacked is to steal it

So this has been ongoing now for about two weeks.

My Amazon payment account got hacked. ONLY my Amazon payment account. But I got a little excited since they could conceivably have gotten my banking information from that.

First Amazon said my email had to have been hacked. Well, then they would have had not only my banking info but other very possible sensitive information. The hacker changed my password on my Amazon payment account (which Amazon makes me use to get my money off Mechanical Turk jobs) but nothing else has been touched. But anyway - it's all my fault.

They said they could close my account, or temporarily disable it, investigate and re-enable. They told me if they closed it I would lose all of my books, games, apps and other digital purchases. I've been buying books and games through them for nearly 20 years and have literally OVER ONE THOUSAND kindle books. So they said if they disabled it, I would get the account back unchanged.

They did disable it. They never re-enabled it or got back to me about any investigation. I called and had it re-enabled. Only to discover that my books, apps, and games were all gone. All my order history, reviews, author page, etc. was gone. I don't have the courage to even go look at my Mechanical Turk and Kindle publishing accounts.

I've contacted them several times since and they keep saying they'll investigate and get back to me. Last night I bought a book, but I can't get it sent to any of my devices because - surprise - I don't have any devices registered on my stripped account. So I tried to chat with them again.

As a piece of pure comedy - here's a transcript of that chat.

Hello,

Here's a copy of the chat transcript you requested:
Initial Question: So because I reported that I was hacked - YOU HAVE STRIPPED MY ACCOUNT AND STOLEN FROM ME THOUSANDS OF DOLLARS IN BOOKS, APPS, AND GAMES? YOU HURT ME FAR WORSE THAN THE HACKERS. CRUEL. i MAY SEEK LEGAL RECOURSE. AT THE LEAST I WILL SHOUT IT FROM THE ROOFTOPS THAT IF YOUR AMAZON ACCOUNT IS HACKED - AMAZON WILL PUNISH THE FAITHFUL BUYER BY FUCKING THEM OUT OF EVERY PENNY THEY EVER SPENT.
01:27 AM PDT krishna(Amazon)Hello, my name is krishna. I'm here to help you today.
01:28 AM PDT krishnaA member of our Appstore team will be the perfect person to help you with this. Let me connect you to a member of our Appstore team. It will only take a minute.
01:28 AM PDT Saravana(Amazon)Hello, my name is Saravana. Please give me a moment to review the previous correspondence.
To help you with this, let me connect you to a member of our Retail team. It will only take a moment.​
01:29 AM PDT Summer FoovayI have informed several people of this problem and Amazon apparently has no interest in resolving it. Perhaps I should simply report your theft to the attorney general
01:29 AM PDT Abrar(Amazon)Hello, my name is Abrar. Please give me a moment to review the previous correspondence.
01:31 AM PDT AbrarAs I see you see charges for apps and games.
Let me check your account and help you with the best.
01:31 AM PDT Summer FoovayFrom my computer I can see nothing. No books, no devices, no apps, no games. No orders. I've had an account for something like twenty years.
I got hacked and you punished me.
01:32 AM PDT Summer FoovayAnd you are still punishing me.
Your punishment could conceivably cost me more than you can imagine if you have also purged all records of the sales of my kindle books and my mechanical turk income as well.
01:33 AM PDT AbrarLet me check and help you with the best.
01:33 AM PDT Summer FoovayYou don't even speak good english. I doubt you can help. And this isn't the first time I have complained about it.
My complaints have been ignored. 
01:34 AM PDT AbrarI apologize for the trouble, please stay connected while I refer you to the specialized team to get more help.
01:34 AM PDT AmazonHello, my name is Satya. Please give me a moment to review the previous correspondence.
01:34 AM PDT Summer FoovayAre you even a human being? I doubt it. Okay, my fourth different "customer service" agent
01:35 AM PDT AmazonI'm really sorry for the multiple transfers. I can assure that I won't transfer you again
01:36 AM PDT Summer FoovayI was hacked. I called and reported it. My account was supposedly disabled for "investigation" rather than closed. Then it was never re-enabled until I called and complained. Then I discovered my account was purged - all my devices removed, all my books gone, all my apps gone, all my games - gone. Twenty years of purchases - gone.
01:37 AM PDT Summer FoovayI've now contacted Amazon three times about it and never gotten any satisfactory reply. Supposedly I only disabled the account so that this would not happen.
01:37 AM PDT Faaiq(Amazon)Hello, my name is Faaiq. Please give me a moment to review the previous correspondence.
01:38 AM PDT Summer FoovayI used to work in customer service, late at night like this. We would transfer people we didn't want to deal with around and around and laugh and laugh about them
Which is exactly what you are doing now.
01:38 AM PDT FaaiqI'm very sorry for all the hassle caused.
Please don't worry i will help you with it.
01:39 AM PDT Summer FoovaySo I'm going to publish this chat on Facebook, Twitter, and all five of my blogs, as well as turn it over to news outlets and contact my attorney general for your theft of 20 years of digital purchases. 
Laugh about that.
Thank you.
Amazon.com

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