The "joys" of dealing with Amazon Support
This all started last night when I was trying to access my Prime subscription through my Rogers XFinity box. I was having issues with the password so thought I would just do a password reset. No big deal.. Right??
Well I followed the steps to change my password only to get caught in a circle of messages that either my Account was temporarily suspended or the password was invalid.
I tried using the website to get help; of course without being logged in it kept wanting me to login! (See the problem there?)
Finally found a phone number and descended into customer support hell. Finally managed to speak to a rep who escalated the issue to a second line person. We managed a password change but It they thought the issue was related to a TFA setting on the account. Sent me instructions on how to remove the TFA from the account; when I tried it I was told the account did not have TFA enabled!
Called back, reported what I saw and tried the procedure a second time. This time I had to supply copies of government issued IDs which I did and was told to wait for confirmation that TFA had been removed.
Eventually got an email confirming that so tried changing passwords again. Again it seemed to work but eventually ended up with the Account temporarily suspended message
Decided to wait until the morning when I saw no change so called back in. This time it transpires that there are actually TWO Amazon accounts with the same email address. Again was escalated and after working with the rep (which included validating recent orders) we seemed to get things straightened out.
Hung up, logged into Amazon and noticed I was being offered a Prime trial. Hmm.. I know I *AM* a prime subscriber. Checked my recent Orders and saw NONE!
Oh heck; I must be logged into the second account
not the real one.
Back to Amazon support; an hour fifteen later and no closer to resolution. This time while the rep kept talking to her "support" at no point did she offer to transfer me to deal with the second-level support. Kept having me logout and change passwords; to no avail. While I could login I was still not seeing Prime status or recent orders. The rep however was still seeing the recent orders on the account.
Eventually we left it with my being told to wait a few hours and try again (and of course call back).
The thing that is so frustrating is having to explain each and every time what is going on, and what has been tried.
I should add that so far my calls to Amazon Customer support have been just under two hours!