Our account was blocked by Amazon due to video call identity verification.

My account was deactivated on October 17, 2023, but I received a verification opportunity for a video call on November 21, 2023 and made the video call on November 28th. We waited for a week without receiving any response from the video call so we called Amazon customer service again on December 6, 2023 and Amazon customer service informed that in the system the video call has gone through and told us to wait for 7 days again for the performance team to send a notification

But so far it has been a month and a half and we haven't received any notification from the performance on the result of the video call.

Now we haven't got confirmation letter and even failed to make a call to account health specialist. It showed "Internal Failure" when we made a call, what is a internal failure? Technical error of Amazon system?

Anyone has the same problem? How to fix it?