Amazon has cancelled my account as it says I have returned more electronic items within the legally allowed period, or faulty items within 12 months, than it likes. It has allowed me access to my Kindle content from already registered devices, but when I try to back up my linked Audible content (Amazon bought Audible last year) I have problems. I need to log in to the Audible.co.uk website to authorise my computer but am not allowed to do so as Amazon controls the account!
I suffer from arthritis in my hands and am unable to hold any book heavier than a Kindle. By denying me access to my existing content, and any further purchases, I believe it is discriminating against me. Back in 2012 you covered a related story.“Amazon wipes customer’s Kindle and deletes account with no explanation”. Can you please help? NC, Kingskerswell, South Devon
It is interesting to learn about Amazon’s approach to customers who send too many things back. You showed us the email from Amazon confirming your account closure, which said: “We took these actions because you have continued to request refunds for a significant number of your orders. In the normal course of business, the occasional problem is inevitable. The rate at which such problems have occurred on your account is extraordinary, however, and cannot continue.”
Its terms and conditions state: “Amazon.co.uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at their sole discretion.” We asked Amazon to clarify. Without going into detail here about your account and the number of returns you made (which clearly was very high), it confirmed that it took numerous steps to warn you and tried to communicate with you, but you did not take advantage of this opportunity.
The company stresses that it does not take the decision to close an account lightly and would only do so having exhausted all other options. It says you can access content that you have already downloaded despite your account being closed. It is happy for you to get in touch if you are having problems with your new devices and says it will do its best to remedy this.
We would like to hear from other readers who have been banned by Amazon for sending refund requests – our email address is below.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
