AMAZON CUSTOMER SERVICE TOTALLY USELESS!

My wife and I are trying to reverse charges from Amazon digital taken **********ly off my mother in laws debit card. We are also attempting to register her Kindle on the Amazon website and also trying to change an e mail contact address for her ( which has been asked for before ). Mother in law is 84 and unable to do this herself. Well its basically impossible to talk to a human being. Chat lines end with each chat person taking over after 5 minutes, and you have to repeat everything again with a new person, who wont speak to me either because they have the old e mail address recorded. I sent an e mail which was ignored. Half the Amazon help lines do not exist . I cant record a business e mail address for them as I do not know where to start! Absolutely frustrating . Mother in law cannot buy any books anymore as we have had to block the debit card