What happened to AMZN CS?

It’s gone so far down hill. I’ve had the very worst CS experiences of my life as a customer with Amazon this year several times. First they freeze, unfreeze, freeze, unfreeze then cancel my business account for no reason. All appeals got a generic response telling me I violated TOS with a handy link to it. Like I should figure out myself what I did wrong by interpreting legalese? WTF is this Their actual CS seems fully entrenched in very low quality Indian centers and shitty AI that is no where near ready to automate CS but they’re doing it anyway. I’ve received knock off items in the original packaging meaning the returns department is not checking shit either. Then Amazon will gladly ping pong you between UPS and themselves to avoid refunding me a pickup fee which never got picked up by UPS. When I worked at Amazon we did whatever it took for a 5-star. Even making it right for the customer when it was a business partners fault because at the end of the day it reflected on us to choose to partner with them. COEs for all sub 5-star too. Now it feels like customers are a burden and your business means nothing anymore. Your status as a customer no longer sacred. Definitely not Customer Obsessed anymore