So that others can learn, I'm guessing that instead of contacting customer service through the app or the website, she googled for Amazon's customer service number and ended up choosing a fake one that might even have employed Amazon's logo. Here's a story that happened to me. I received a pop up alert that my laptop was at risk that looked like it came from Microsoft. I called the toll free number and gave the person access. I was a bit drunk. Within a minute or so I realized I had made a mistake and told the guy I was terminating the access but I didn't get him out in time before he, realizing I was onto him, irreparably damaged the operating system as revenge for me not fully falling for his trick. When I had a professional wipe my hard drive and reinstall the OS he told me that that scam is very common and sometimes they scam people, especially senior citizens, into paying them thousands of dollars to get their data back.