Amazon withdrew nearly US$4,000 from the account of a student's father after the student was a few days late returning a rented textbook to the online retailer. — Dreamstime/TNS
“I was shocked,” she said. “That’s a big chunk of change, especially when the book is US$100 to buy.” SanFilippo, a writer for a political marketing firm, called Amazon customer service on Sunday, assuming it would recognise the US$3,800 mistake and correct it. But company representatives refused to refund the money until they received the book. He’d shipped it that day and gave them a UPS tracking number. SanFilippo said he was told by Amazon that UPS ground shipping usually takes seven to 10 days and that his refund should appear two to three days after that.
Anthony SanFilippo promptly clicked the “no” button in the email, and ended up speaking with another customer service supervisor who identified himself only as “Bon”. When Bon turned out to be no help, SanFilippo tried to go over his head. SanFilippo then turned to his bank to dispute the charge, but had no luck. The following morning, July 2, the US$3,800 pending transaction cleared and the money was officially gone from his account.
The problem does not appear to be widespread, according to consumer advocates in Washington, where Amazon is based.