No way to get actual customer service

Hi! I am assisting my MIL with issues with her account. She lost access to over 100 books. The chat blocks us from speaking to a real person. We tried the phone call, and the person took huge pauses (30-40 seconds) and what they said didn't make sense. My MIL has invested over $2000 in Audible purchases and deserves a way to receive help. I don't understand how this is legal from a consumer perspective.