After changing his phone number, a long-time Amazon customer found himself locked out of his account due to two-factor authentication linked to his old number. Despite several attempts to resolve the issue, he faced numerous challenges in regaining access.
Customer’s Frustration with Amazon Support
The customer, Bruce Gerencser from Ney, Ohio, reported that he called Amazon six times and sent his driver’s license for verification. Despite these efforts, he was still unable to access his account or manage his devices.
Amazon did update his phone number, but the two-factor authentication remained unresolved. One agent erroneously claimed his account was “terminated,” adding to his confusion and frustration.
Proper Steps for Number Changes and Continued Issues
While Amazon states changing the phone number for two-factor authentication is easy, customers often experience problems during the process, such as verification messages not being sent. This can be especially true for new numbers.
The customer kept thorough records and escalated his case early, which proved effective. Both automated systems and human agents may struggle to address complex issues, leading to customer dissatisfaction.
Successful Resolution and Goodwill Gesture
After reaching out on behalf of the customer, Amazon’s executive team quickly resolved the issue. They removed the problematic two-factor authentication and restored account access.
Additionally, Amazon offered Bruce a $25 goodwill credit for his troubles, acknowledging the impact of the situation.
