I don't think there even is a problem, from Amazon's point of view. CSRs can't tell you the truth ("we will try to avoid refunding you or will delay it as much as possible"), they can't stay quiet (because then delaying won't be as efficient) and they can't blame the company (because... well, they can't). So lying is basically all they can do.
They should speak the truth, citing the Amazon policy on the matter, and provide the path for escalation.
As it stands, I will vote negatively for any CSR interaction that doesn't resolve my issue immediately while the conversation is still active, irrespective of whether they say they have addressed it.
