First fraud, now Amazon blocks me

When I received my credit card statement four months ago it detailed 19 transactions, all with Amazon, with a total value of £1,892. I did not recognise any of these and I never received any of the items, which included an electric pneumatic drill and a diesel filter.

My card company immediately reversed the charges and credited my account. I was asked to destroy my credit card and a new card was supplied.

Since then I have received a series of emails from Amazon demanding payment as, it says, my bank is refusing to pay. Finally it has suspended my account and says it will not reinstate it until I have paid for the goods.

Amazon is virtually impossible to contact. It does not publish a postal address and clerks who take down details of the matter have no authority to take any action.

Each contact is followed by a further demand for Alan and Huguelin Reeve were blocked from their Amazon account after fraud payment. It also refuses to accept any orders from my wife who has a Kindle book reader. ALAN REEVE, NORTH YORKS

You report that this even affected your ability to access the news app on the Kindle, which you were relying on while you were on holiday. All this trouble for items you never ordered and never received.

You reported the matter to the police and gave Amazon the crime number you had acquired via Action Fraud (0300 123 2040; actionfraud.police.uk).

Yet, rather than liaising with you, Amazon simply pressed on with its demands for money you did not owe. This naturally became more and more irksome to you. You say that the emails you did receive from Amazon were difficult to distinguish from hacking ones.

I contacted Amazon on your behalf and it eventually removed the block on your account. It has also applied a £25 gift card to the account.

The address for Amazon customer services is 60 Holborn Viaduct, London EC1A 2FD. Its telephone number is 0800 279 7234.