<prompt> Human: My wife and I are having an issue with Amazon.She received an email from Amazon stating that her Prime account Prime, Video, the whole shebang was being shut down because dozens of purchases over the last year have been subject to charge backs. As I understand it, a charge back is when a buyer contacts the bank and tells the bank to hold funds for a given transaction. She has not initiated a charge back for any Amazon purchase, and after contacting the bank, the bank said theyve never taken any action on an Amazon transaction either. In any case, Amazon sent a first email claiming we owed several hundred dollars for a set of transactions, sent a second email for other transactions they subsequently identified, and a third email claiming hundreds more. My wife spot checked the first set of transactions and determined they were legitimate purchases that we received. These are things large and small from an Amazon reader down to detergent and paper towels. However, we absolutely did not initiate any charge backs through our bank, nor have we contested or requested returns or refunds for any of those transactions through Amazon. Amazon did not provide enough information regarding the second set to confirm whether they were real, too--they simply provided the amounts for claimed unpaid orders and said, We can charge any valid card registered to your account. To pay for these orders, reply to this email with the card type, the last two digits, and the expiration date. The strange thing is that a vast majority of my wifes Amazon purchases have posted to our bank account. Only a small subset of transactions have been flagged as charge backs. For its part, Amazon has been nonresponsive beyond these three emails and they wont explain how this happened, or why were only learning of the issue about a year late and almost a thousand dollars in the hole.Obviously, the burden rests with us to check to make sure that we are charged for goods and services we receive. However, it rankles that Amazon failed to identify an issue for dozens of transactions, failed to notify us of the issue over the course of a year, have essentially accused us of fraud even though our bank confirms that neither we nor they ever contested any of the transactions, summarily demanded payment immediate payment of hundreds of dollars in the aggregate, and took unilateral action against the account which is only a couple of months into a year-long membership without any notice.Has anyone dealt with or heard of this issue with Amazon and does anyone have advice on how to best approach their customer service in response? Edit: To confirm this was coming from Amazon, she called Amazons possible customer service line directly--the number posted on Amazon.com 1 888 280-4331, the Google-selected result when you search Amazon customer service number. They confirmed it was legitimate, but that they could not access details because of the way Amazon partitions customer data, and that she would have to work through the particular Account Specialist that sent the email. Also, her Amazon account is, in fact, shut down.Edit 2: After reading in the comments that the number she called is possibly a scam number, I did two things: I called the bank. Their fraud specialist said that hes familiar with this kind issue, though Amazon usually raises and resolves the issue with buyers within in a matter of hours or days, not months. He also confirmed that the bank had not received information regarding the transactions Amazon has put into dispute--these are purchases we were not originally charged for, but my wife says she ordered and received. Last, he put a hold on purchases from the subject card to be safe.Second, I reported the issue to Amazons fraud reporting section on the actual site, through my own Amazon account. The representative called me and confirmed that my wifes account is subject to the hold. She said that she did not have more information but could fill out a report and an Amazon employee would call me back to provide a full accounting. Thats where it stands now. Appreciate the responses from all.Edit 3: Amazon is supposed to call me back within 24 hours. Until then, I dont think we will get any more clarity about what happened. And maybe not even then. Provided this is real, its a pretty lousy way for Amazon to handle things.  <response>: Did you make sure that you were actually charged for what you bought? I had the same thing happen with Amazon down to the weird email asking for last 2 digits of a new credit card and what happened was that my card declined the purchase but not until I already received it. 