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Amazon customer service hasn't been up to its usual standard it seems.
I would call again, and insist that the problem is the status of your account, not the ability to download one particular ebook. Indeed, I wouldn't even mention any difficulties with downloading ebooks to start with. Just concentrate on the lack of order history, and lack of books in your contents pages.
Looking at the transcript, the operators were desperate to put your problem into one of the boxes they knew how to handle, and the box they chose was 'can't download ebook'.
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