I called customer service 10+ times, contacted them using chat through my wife's account, etc. Every time they reassured me that they will escalate the issue to their "account specialist" team and they should get back to me within 1-2 days. I waited, nothing happened, called again and repeat. Ive gone through this cycle 6 times already, with no apparent progress.

The account was originally put on hold, because their systems thought a gift card balance transaction I made was suspicious. I called them to reassure it wasn't and they recorded that info in some form (multiple times).

I've had this account for 10+ years, it's a safe account with 2-step verification, etc. I have a lot of time invested in this account, but more importantly a lot of money too: audible purchases, prime video purchases, gift card balance, amazon credit card reward points, etc. that I would definitely not want to lose.

Has anyone faced similar issues? Any advice on how to get this resolved?

Any leads/ideas would be greatly appreciated.