I have been seeing this from almost every business.
My credit card says to send an email with your question or go online as they have very limited customer service. (I did get someone).
I had a question on a medical bill that was incorrect - I called them and same thing - they said they do not have anyone working in the office so send an email with your question. I did get a response via email that they were researching - wasn't an automatic response as it addressed my specific question.
It seems many businesses for safety reasons do not have customer service reps coming into the office or else there are very few (probably to maintain social distancing).
I think we all need to patient about this - however, you should be able to reach someone in some way - although you may not hear back for a couple of days.
to answer your question on amazon - I have not tried to reach them via customer service recently, however, although amazon is pretty good about deliveries and so forth - they s*ck if you have an issue and need to talk with a person. Even prior to covid - the few times I have had to deal with customer service as in a person they stink. That is really the only complaint I have had with them.