Amazon India — prevented me to use amazon pay balance

Around 5 weeks ago, I ordered 3 products from amazon which was prepaid order after 5 min of placing the order, I got notification that my order has been cancelled
I checked my email and I was told that my account was closed because my previous account was misusing amazon services but it is my first ever account on amazon.
I told them that there was balance as amazon pay money and asked them that how could I use that, I was told that I can use it without any problem on services provided on amazon pay but when tried to do so It's not working and showing that my account is locked.