Amazon NOT Providing SUPPORT and/or HELP

I have had Amazon Prime account for last 5 years. I'm travelling abroad at the moment. I've downloaded videos to my Prime on my android phone to be able to watch on the go. That is working nice. However, I'm trying to screen mirroring to the TV and/or my laptop, but it is not working. I've called customer services about that issue and not even a work about my problem, they have informed that my 5 years account is not visible in their system and they are unable to help... I'm really shocked with Amazon's approach that they've left me alone without no any help on the issue. The problem is that all my credentials, payments, accounts is visible on Amazon but they can NOT help.... What to do at this point ???