Amazon Customer Service Ignored My Delivery Complaints and Blocked Me

My name is Theresa Khan, and I am an Amazon customer in the USA with a Prime membership and an Amazon Fire tablet. My Amazon account and my phone number have been blocked for almost a week, and I have been forced to use my husband’s phone to contact customer service because I cannot even call them from my own number. Without my consent, my Prime benefits were also canceled, and I am extremely disappointed and no longer feel I can trust Amazon after the way this has been handled. For a long time before this account block, I had ongoing problems with Amazon’s delivery service. I repeatedly complained to customer service that Amazon drivers do not follow my delivery instructions. They have thrown my packages over my fence and left my orders out in the open where they can easily be damaged by weather or stolen. Despite many complaints, customer service never provided a real solution or improvement, and I became more and more frustrated with being ignored. I even obtained the CEO’s email address and wrote directly about these issues, but I still did not receive effective help, and eventually, my frustration boiled over, and I swore out of anger. Now, on top of the delivery problems, my account and my phone number have been blocked and my Prime benefits canceled. The only explanation I was given is that I “bought too much stuff,” which I find completely unreasonable, especially as I am a paying Prime customer and have not done anything nefarious or against Amazon’s rules. Amazon has also accused me or jumped to conclusions because my daughter uses my address for her Amazon deliveries. She works and is not at home during the day, so her packages are delivered to my address and I receive them for her since I am home. That does not mean anyone else is inside my account, and I am the only person who actually uses my Amazon account. When I could no longer get into my account, I tried to reactivate my Prime membership using one of my own bank cards, but the payment did not go through. I then tried again with my other card that is already on file in my account as a payment method, and that also failed. I contacted my bank and they confirmed that my cards are fine. I have two‑step authentication on my account to keep it secure, and nobody goes into my account but me. My account on my phone can only be opened with my biometrics, and I mainly sign in from my Samsung Galaxy S10+ phone and other personal devices such as my iPad, Amazon Fire tablet, Dell laptop, Google Chromebook, and MacBook Air, often using one‑time passwords from my Google Authenticator app. All of this shows that I take security seriously and that I am the legitimate user of this account, yet I have still been blocked and treated as if I was doing something wrong. Over time I have repeatedly had problems with logistics and with customer service, and many representatives have been rude to me instead of helping. Staff have even removed an item from my cart at checkout, and there have been a couple of third‑party sellers who have cheated me, which has added to my feeling that I am not being treated fairly or protected as a customer. At this point, my number is blocked from reaching Amazon by phone, so all I can do is send emails to the CEO, and so far, this has not brought any real solution. I am also a sick person with several pre‑existing conditions, and this situation has caused me a lot of unnecessary emotional and physical anguish. I am an insomniac, and because of this matter, I have not been able to sleep, which I clearly explained to one of the customer service representatives, and my husband also told her the same. There are important items that I need and that I cannot easily get elsewhere, such as products for my very sensitive teeth and gums, because regular toothpaste and toothbrushes make my gums and teeth bleed. I also rely on Amazon for specific shoes and clothes that I cannot buy anywhere else. Being suddenly cut off from my account and Prime benefits directly affects my health and daily comfort. I am a very honest person, and I hate being treated in this way, as if I had done something wrong. Meanwhile, I cannot properly use my Prime benefits or my Fire tablet, and Amazon also holds my photos and personal data, which increases my concern. I am requesting that Amazon immediately restore full access to my account and my Prime membership, and unblock my phone number without any further delay. I also want a clear and detailed written explanation of why my account and number were blocked and my Prime canceled in the first place, and an official apology for the way I have been treated and for the accusations implied by this action. In addition, I want confirmation that all of my photos and personal data stored with Amazon are safe and have not been misused or deleted. Finally, I ask that Amazon review the conduct of the customer service.