Amazon insists I return a phone it says may be lost'

"I ordered a 544 phone from Amazon. A tracking update later informed me that it may be lost and I could request a refund. I pressed the refund option and was directed to customer service, which insisted I wait a week to claim. A week later I was told I needed to file an incident report from the email address associated with my account. When I complied, the report was rejected as coming from an address that didn't meet certain security standards."

"I am now in the paradoxical situation that if I use the address associated with my account, it doesn't meet their standards, but if I use a different address, it is not the one associated with my account. Now, when I check the order page, it says I requested to return the item (I didn't), and that it will issue a refund once I do so (I can't, as I never received it)."

"The company's apparent contortions to avoid a pricey payout are, in my opinion, shameless, and it is by no means to its credit that it stumped up instantly when exposure loomed. It issued a refund within four hours of my getting in touch, and gave you a 50 voucher as an additional gesture of goodwill. It says: We are sorry for the inconvenience our mistake has caused."

Customer ordered a 544 phone from Amazon that never arrived. A tracking update indicated the package may be lost and offered a refund option. Customer service instructed a one-week wait, then required an incident report from the account-associated email; the report was rejected for failing unspecified security standards. The account email failed the security check while other emails were not accepted, creating a procedural impasse. The order page incorrectly showed a return request and stated a refund would be issued after return. Amazon charged two monthly instalments of 108 while the customer remained phone-less. Amazon later issued a refund and a 50 voucher; consumers can pursue chargeback or section 75 claims.

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