You paid for something and never got it. Initiate chargeback with your bank. Amazon may close your account for this, but fuck them.

I've been sending Cesse & Desist to companies that waste my time with their unhelpful support (including once to Amazon). It costs 15$ for registered mail, immediately gets the attention of their legal department (and real support staff) that usually want to resolve the issue ASAP as I'm wasting the time of their precious lawers. Highly recommended.

Do not stop contacting Amazon customer support. Occupy their resources to the maximum.

Phone > Chat > Email

Record time spend and demand immediate compensation at your billing rate. Never accept contacting them back again at a later date.

Always demand their names, transcripts and email confirmation of any promises with exact match wording and check before hanging up. Then, use their own words against them.

Chargeback through your bank.

I'm not sure how "suspicious behavior" could be relevant to a seller issuing you a refund. Nor do I understand why a government ID would help with that kind of situation. If they are saying it's because the credit card might be stolen, that doesn't really make sense for a refund. If they're saying the account might be hacked, then again, I can see limiting purchases, but not refunds. Are you sure this was a real email from Amazon and not a phishing email? I'd contact them again to verify, first. Then if you can't resolve it, go to your bank and ask for a reversal of the charge.

Amazon has a non-existent customer support, so you may have limited options.

If they had customer support, I'd suggest contacting them and tell them to either refund, or else you'd give them the ID immediately followed by a GDPR request to purge your data. That might have gotten some movement, because those GDPR requests have the force of law, and are also a fair PITA for Amazon. However, there's no way to give them a shot across the bow. I think your options are:

• process a charge-back, as someone else suggested, which might result in an Amazon ban
• take the loss (that's entirely your call, regardless of anyone else's opinion)
• give them the ID, get your refund
• you can still initiate a GDPR purge request. I'm going to guess it's going to result in a block, but maybe not. You might be able to recreate your account

The happy news is that you are protected by GDPR. Many of us are not, and don't even have the option to demand they purge the information.