Worrying times today when I tried to log into my Amazon account, which I have had for years. I tried to log in and got the message “Your email address / password” is not recognised. I tried a few more times, as I knew I was using the correct details. I had no joy.
So I thought I would reset the password to what it was originally. I ordered a password reset email and typed in my password as a new one. ”This password is unavailable” was the message I got back. Now, I am a big proponent of online shopping and have never had a security issue. But now I was worried. I called them up on chat, and this is the conversation that happened :
You are now connected to Anirban from Amazon.co.uk.
Me:My account seems to have been compromised?
Anirban:Hello, my name is Anirban. I’ll be happy to look into this for you.
I’m sorry to know about this situation.
Me:Every time I try to log in it says my email / password is not correct but it is
Anirban:To make sure that I have the correct account, may I ask the name on your account, your e-mail address, and the first line of your billing address?
Me: (removed for security purposes)
Im a bit worried about this in case my account has been hacked
Anirban:Thank you for the confirmation.
Would you mind if I put you on hold for two or three minutes while I check this for you?
Thanks so much for waiting.
Me:no thats fine – I will go and make some toast 
Anirban:I’ve sent you a password reset email.
You can use the link that email to reset your password.
Your account information is secured with us.
Is there anything else I can help you with?
Me:yes please
I want to keep my old password.
But I cant as if I use that link it says “password unavailable”
and also – it’s all very well saying your account information is secure with us, but I would like to know what has happened here – because I KNOW I am using the correct password.
Anirban:I can understand your concern. Please accept my sincere apologies for the trouble caused.
Me:You dont need to apologise, its not your fault – but I do want an answer as to what has happened. and I do want to keep my old password.
I dont want to change it
Anirban:A member of our on hold/ fraud team will need to help you with this, however, they don’t have phone or chat support. I will contact them on your behalf. You can expect an e-mail response from them within the next 24 to 48 hours.
Me:ok – so the password has been changed by someone then? That is worrying.
if the password has been changed how come I can’t change my password back to it?
Anirban:I’m sorry, I’m unable to confirm this.
Our account specialists will need to investigate this.
Me:ok.
This is not brilliantly satisfactory but I do appreciate your politeness.
Anirban:I can understand your concern. I can assure you that this issue will be investigated.
Is there anything else I can do for you today?
Me:no thats fine. Thanks
Anirban:You’re welcome.
As you can see, not particularly helpful – although to be fair he was probably just a drone who couldn’t do any more than that. My advice? If you have an Amazon.co.uk account check it straight away – and make sure everything is ok.
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