It would be better to post the info.
Whenever I read one of these stories I always wait for the inevitable "well, I did X and that is why Amazon did Y." There always is a retraction by the aggreived party. Yes, the closing of an account and Amazon's unwillingess to be specific about the problem is annoying. Yes, I would like Amazon to do better.
In this case, it appears her Kindle was broken and she knew it was broken. Ooopps
Amazon is a business. It is not an evil entity out to screw people. If some one violates the TOS on a regular basis and gets caught then there are consequences. If I speed and get a ticket, I pay a fine and my insurance goes up. That is a risk associated with speeding. If I violate the TOS and get caught, I might face some consequences including the loss of the books.
How many people have Kindles and how frequently does this happen? I have no problem with buying books from Amazon. I remove the DRM and have back ups of my books. Even without that, I wouldn't have a problem with buying books from Amazon. You have to do something seriously wrong to have this tupe of thing happen.
Or break your Kindle and fabricate a story for some silly reason