Brand Registry Account Hijacked?

Our brand has been registered on Amazon Brand Registry since December 2018. We've been selling on Amazon for more than 15 years. Our account has only one (1) registered user which is still active and has never been de-activated. The sole seller account user is also the sole Brand Registry user (i.e., only one email address is being used).

Our account health rating is 1,000, the highest possible rating for a seller. We do not have any open policy violations. We never received any revocation of Brand Registry account nor notice regarding role changes in our account.

Recently, we noticed that there are changes in our listing without our consent. We contacted Seller Support to escalate the issue. According to Seller Support, they cannot make any changes to our listing since we are not the brand owner. Our brand is now owned by somebody else?

So, we contacted the Brand Registry to understand what is going on. We sent them the link to USPTO showing that we are the owner of the trademark. We also sent them the original e-mail we received from Amazon when our brand was approved for Brand Registry. We also have a GS1 account.

After a series of communication with the Brand Registry Team, it seems like they finally started investigating what happened.

If our brand has been hijacked, this is a serious issue. It only means that hijackers found a loophole or a weak point in Amazon Brand Registry which they can use to destroy other brands. This is a very serious issue that Amazon must address quickly.

Or is this an insider job or error?

We opened the case last July 7, 2024. To date the case is still pending. No updates. So, we don't know what is going on.

Case ID: 15584268571