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You know, it's entirely possible that the problem account was the one for the Kindle she bought used (the one she then tried to get replaced).
People in the EU move around a lot and that means moving countries (the equivalent of moving to a new state in the US, as far as distance); no doubt it sent up a red flag that she originally purchased in the UK and was now trying to get a replacement in Norway. Security often closes accounts while they check out problems (I had mine closed years ago for a few days - someone had tried to hack into it, they claimed). When it happens on a weekend, you are out of luck until someone starts working on it again during the regular work week and they never comment on why it was closed anymore (I've seen several other closures discussed over the last few years, sometimes for abuse of returns, other times while they rechecked credit card details, etc).
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