Brent A.

Amazon.com your process is broken when it comes to customer service. I had a fraudulent purchase on my account detected by my credit card company. I alerted you to the fraud and you locked my account. I was told that your fraud department would review the activity and respond to me within 1-2 business days with a result. I have spent the last 3 weeks contacting Amazon Customer Service every Saturday. The answer is always the same. Your service team is nice but the only thing they can do is "escalate" the issue by filling out a form and again promissing someone will contact me in 1-2 business days. I am stuck in a broken process with no results. This has ultimately affected my business with Amazon as I have spent the entire Christmas season shopping on other websites for gifts. I had become lost as a regular Amazon user defaulting to Amazon for all my online purchases. This broken process has forced me to look elsewhere to purchase online. I made yet another attempt today to resolve the locked account and after spending another 25 minutes getting nowhere, I declined to have the agent submit yet another form with yet another promise of communication within 1-2 business days. I let the agent know I would be posting my experience on every online source I could find in hopes my message gets out and others become aware of this awful experience. The good news for the competition is that I'm still shopping.