u/ADeeLuis

Got my iPhone stolen in December. Changed my phone number and 2FA account because I didn't want whoever had my phone having access to any texts being sent for verification of any account or having access to my 2FA. Later in the month I tried to get into my Amazon account and was met with the screen where you have to choose either your email or phone number to get into the account. Got very suspicious the people who stole my phone may have tried to get into my Amazon account and I had also used a randomly generated email for my Amazon account and didn't know that email would pass through to my actual email so didn't realize I could have chosen that option to re-access .

Since December I have been communicating with the gift card department because I have a gift card balance on the locked account that I wanted to see if I could get moved over to a new account I created. I got a helpful person a few weeks ago and she sent me an email telling me what the balance was and that the account wasn't actually locked and I should call to get access to it again. I also have a bunch of eBooks I had purchased over the years on that inaccessible account that I wanted to get access to again.

Today I had time to call and got such a run around from customer service and their "Access accounts" team, whatever that is. I actually got a couple of helpful front line people, one who said this access team is always failing to answer the phone when they try to reach them. I thought I was finally getting somewhere when I got someone who sent me an email to remove the 2FA from my old account so it could be accessed, but for some reason the password I had saved in my password manager from prior to December isn't working now and I was never successful in getting anyone to help with this. I just got an email from them after asking the front line person if they could send the access people another request for assistance and it says "We received your most recent communication. Our team has already reviewed your request and implemented the appropriate resolution. We have sent you an email in the last 24 hours with further guidance. To avoid duplicate communication, please refer to the previous email." No way to get through to anyone else to say that the "appropriate resolution" doesn't work and why. I wish Amazon weren't sometimes the only way I can get something I need; I'm going to reinitiate efforts to try to build more alternatives to these jerks. The quality of the products they sell has noticeably deteriorated to the point where the good brand names they used to have on there either aren't there anymore or have been suppressed in favor of all the junk sellers.

Happy to find a place on here where I could share this experience.