Still provides a good faith reason why an Amazon employee might see this and think "I need to apply the company policy on PII here" rather than a nefarious "you are making us look bad"
I think that's obviously what is going on. This is a boots-on-the-ground employee tasked mostly with responding with pre-determined answers to people angry about their orders. Of which, a number undoubtably treat their posts like PMs. This isn't someone who is tasked with any sort of decision making regarding data privacy.