u/Sea-Imagination-7917

I need some genuine advice because this issue has been going on for a long time and I’m honestly exhausted.

I am an Amazon India customer, and Amazon has restricted my account to digital purchases only, meaning every physical product order I place gets automatically cancelled.

Amazon told me this happened due to “unusual activity” involving refunds/replacements from previous orders. However, my refund/replacement requests were genuine because in some cases I actually received incorrect, defective, or problematic products.

Since 2025, I have repeatedly tried to resolve this issue through:

• Customer support
• Executive escalations
• Higher authorities in Amazon India (50+ emails to different peoples)
• International-level escalations (including leadership contacts and vice-president level email escalations) (50+ emails to different peoples)
• National Consumer Helpline
• PG Portal (Government grievance portal)

Despite extensive efforts, my case always gets redirected to ofm@amazon.in, and I either receive the same response or no meaningful resolution and now ofm@amazon.in is not responding as well.

Amazon’s current stand is basically:

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The frustrating part is:

• I have an Amazon Pay ICICI Credit Card
• Cashback gets credited into my Amazon Pay balance
• I was informed cashback could be used for shopping on Amazon
• But because physical orders automatically cancel, I can barely utilize cashback properly for shopping
• I also have Prime membership, but I’m unable to fully utilize shopping-related benefits due to this restriction

At this point, I genuinely feel stuck because cashback remains inside the Amazon ecosystem while my account remains restricted for physical purchases.

My questions:

1. Has anyone here successfully reversed this type of Amazon restriction?
2. Is there any genuine escalation route left?

I’m not trying to misuse anything — I genuinely just want my original Amazon account restored.

Would really appreciate honest advice or experiences from anyone who has faced something similar.

Additional context:
I checked my order history because some people asked about returns/refunds. In 2024, I placed around 11 orders and had 4 return/refund/replacement-related cases (all genuine from my side due to wrong/defective items in some cases).

Around January 2025, my Amazon India account started getting restricted and physical orders began getting automatically cancelled. Since then, Amazon has restricted my account to digital purchases only.

I understand companies flag unusual activity, but the restriction feels disproportionate considering the number of orders involved. I also repeatedly offered to cooperate and explain the issue, but I’ve only received the same template response.

Genuine question.

As per TRAI regulations, if a customer is not satisfied with the resolution of a complaint, an appeal should be possible.

However, in my experience, telecom companies seem very reluctant to register appeals against complaint closures.

• Airtel sometimes raises appeals, but even with them it often takes multiple emails and follow-ups.
• Vi, Jio has never raised an appeal for me despite requests.

What I don’t understand is: why are telecom operators hesitant to raise appeals?

From a process perspective, it looks like just another complaint/reference number, so what exactly is the issue?

Would really appreciate insights from anyone know about this or working in telecom/TRAI/compliance or someone who understands the backend process.

(Asking because I’ve repeatedly faced resistance in getting appeals registered for DND/UCC complaints.)

Genuine question.

As per TRAI regulations, if a customer is not satisfied with the resolution of a complaint, an appeal should be possible.

However, in my experience, telecom companies seem very reluctant to register appeals against complaint closures.

• Airtel sometimes raises appeals, but even with them it often takes multiple emails and follow-ups.
• Vi, Jio has never raised an appeal for me despite requests.

What I don’t understand is: why are telecom operators hesitant to raise appeals?

From a process perspective, it looks like just another complaint/reference number, so what exactly is the issue?

Would really appreciate insights from anyone know about this or working in telecom/TRAI/compliance or someone who understands the backend process.

(Asking because I’ve repeatedly faced resistance in getting appeals registered for DND/UCC complaints.)