Lisa Hix is the Bay Area News Group's features editor overseeing Mercury News and East Bay Times coverage of restaurants, food and drink, as well as arts and entertainment. Previously, she was the copy chief at the San Francisco Standard and the arts and culture editor at Bay City News Foundation’s Local News Matters.
Bruce Gerencser can’t access his Amazon account after changing his phone number, leaving two-factor authentication tied to his old number. Despite making calls for six weeks, submitting his ID three times, and sending emails to executives, he hits a wall with Amazon’s customer service.
I’ve been an Amazon customer for 20 years, but after changing my phone number, I’m locked out of my account because two-factor authentication still uses my old number.Amazon promised me a new Christmas tree, then I got ScroogedStubHub misled me about my $331 concert ticket refund. What should I do? I’ve called Amazon six times, sent photos of my driver’s license three times, and even emailed executives using your contacts — but no one has fixed it. Amazon updated the phone number on my account, but 2FA remains broken. One agent claimed my account was “terminated,” which isn’t true. For weeks, I couldn’t order essentials or manage my Echo devices. How can a company this large fail to sync a simple phone number? What else can I do?Amazon should have either ensured your two-factor authentication settings were updated when your phone number changed or provided clear steps to resolve it. The company’s own security protocols require accurate contact information, and its support team should have escalated this promptly. You did everything right: You contacted customer service, submitted documentation and reached out to executives using the Amazon executive contacts on my consumer advocacy site,. I publish the contact information precisely for this purpose. I want to give a company like Amazon every chance to resolve a problem before it turns into a story. According to Amazon, switching phone numbers is a simple process. To change the phone number on your 2FA Amazon account, navigate to your account settings, locate the “2-Step Verification” settings and follow the prompts to add a new phone number and verify it. But I know from personal experience that it doesn’t always work that way. Sometimes, on new numbers, you may experience problems with receiving a verification message. Persistence matters. Always keep a paper trail, as you did, and escalate early to executives when frontline agents can’t help. As I review your case, it seems you were dealing with both human and automated agents — AI bots that have not fully understood your problem. That is happening with greater frequency, and it’s keeping my advocacy team and me busy. I contacted Amazon on your behalf. While the company didn’t comment, its executive team swiftly resolved the issue. A specialist removed 2FA, restored your access and added a $25 goodwill credit.Dear Abby: I told my husband not to share a bed with his young friend, but he did anywayAsking Eric: After years of insulting me, he's acting like I'm the mean oneHow tonight's Rams-Seahawks game will dictate 49ers' playoff pathTeen testifies to 'uncomfortable' questions from Los Gatos mom charged with running underage sex partiesMiss Manners: What should I say to a snotty comment about my Christmas decorations?
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Recipe: Upside-Down Savory Polenta Tart for vegetarian flairLisa Hix is the Bay Area News Group's features editor overseeing Mercury News and East Bay Times coverage of restaurants, food and drink, as well as arts and entertainment. Previously, she was the copy chief at the San Francisco Standard and the arts and culture editor at Bay City News Foundation’s Local News Matters.
Read more »