I am reporting a serious and unresolved issue with Amazon.ae regarding my canceled order 402‑3016589‑5345102.
I placed an order for a TV and a 1‑year protection plan. The payment was processed normally, but immediately after checkout, Amazon’s system forced me into an unexpected and intrusive identity verification process (EID scan, video verification, etc.). I completed every step exactly as requested.
Despite this, the system canceled my order, and then—without any action or approval from me—charged my credit card a second time. This was a real debit, not a temporary authorization.
The order was then canceled a second time, again without any explanation.
I eventually received the refund for the TV, but the protection plan has not been refunded, even though it was canceled at the same time. This is unacceptable, as both items were part of the same transaction and were canceled by Amazon’s system, not by me.
The only communication I received was an automated message from a noreply address stating that my account review had a “positive outcome” and that I could place a new order. This message does not address any of the actual issues:
• the unauthorized second charge,
• the missing refund,
• the double cancellation,
• or the intrusive verification that led nowhere.
I am left with no explanation for why Amazon charged me twice, canceled my order twice, and failed to refund the protection plan. I also have no guarantee that my account will not be blocked or restricted again if I attempt to reorder the same item.
I am requesting:
• the immediate refund of the protection plan,
• a written explanation for the unauthorized second charge,
• a clear justification for the repeated cancellations despite full identity verification,
• and confirmation that my account is stable and will not be restricted again.
This situation is far below the standards expected from a company of Amazon’s size, and I hope it will be addressed promptly and transparently.
Claim your business profile now and gain access to all features and respond to customer reviews.
Everything you love about Souq is now on Amazon.ae. Discover and buy electronics, computers, apparel & accessories, shoes, watches, furniture, home and kitchen goods, beauty & personal care, grocery, gourmet food & more. Enjoy great deals, fastest deli...
