Amazon - Misleading Information and Failed Promises Regarding NoCost EMI and Cashback

Rough Incident Report: Amazon order issue:
April **, ****:
• I applied for the Amazon Pay ICICI Credit Card in anticipation of purchasing the Samsung S** Ultra during the Amazon Great Summer Sale starting on May *, ****.

May *, ****:
• The Samsung S** Ultra was listed at ₹**,*** on the sale with a *% cashback offer for payments made using the Amazon Pay ICICI Credit Card.
• I contacted Amazon support (Executive: Bugga) to clarify whether the *% cashback offer could be availed simultaneously with the No-Cost EMI option.
• Amazon support explicitly informed me that if I paid the full amount using the ICICI credit card, I would receive the *% cashback and later be able to convert the transaction to No-Cost EMI. This information was confirmed by their internal team.
• Based on this assurance, I proceeded with the order for the phone.

May *, **** (Post-Purchase Issue):
• After completing the payment, I notiaced there was no option to convert the transaction to No-Cost EMI.
• I immediately contacted Amazon support again (*+ hours of phone conversation) and was told that “conversion to No-Cost EMI is not possible,” and was advised to consider EMI with interest through ICICI Bank. (False promise #*)
• I escalated the issue to Amazon's grievance team

May *, ****:
• Amazon's grievance team informed me that No-Cost EMI could only be checked after the phone was delivered and requested me to wait till phone delivery. So I have waited till the delivery

May *, ****:
• The Samsung S** Ultra was delivered, and my old phone was successfully exchanged without any issues.

May *, ****:
• I was informed that No-Cost EMI could not be applied as the delivery is done. This was contradictory to what I had been told earlier on May * (that No-Cost EMI could only be checked after delivery). (False promise #*)

May *, ****:
• Support reiterated these days and they concluded that No-Cost EMI was not possible and suggested to return the phone and reorder it before May **th.
• On May *, ****, Amazon emailed me confirming a price protection policy for the Samsung S** Ultra (i.e if the phone’s price increased after my purchase, I would receive the difference as Amazon Pay balance). However, I was checked now after the price hike, an Amazon support executive informed me over a call that price changes depend on the market and they cannot do anything about it.(False promise #*)
• Despite the return and reorder suggestion from amazon, my app only showed the option for replacement via service center, not a return.

May **, ****:
• After more follow-ups, I was once again told that No-Cost EMI was not possible.
• I considered cancelling the order, but Amazon informed me that it could not be cancelled or returned, despite earlier claims that I could return it before May **th.(False promise #*)
• I have sent a legal notice to amazon grievance , support teams via mail.

May **, ****:
• After more followups, I got approved for return. And I requested them to provide time to return the phone as I has many personal data installed in the phone.
• Amazon mentioned that they had processed to extend the return date.
• Instead of their statement, delivery person came to get the return on may ** itself.(False promise #*)
• So I cant able to take backup and lost many personal files.
• As the support team suggested, I have sent a legal notice via mail to amazon legal team.
May **, ****:
• My amazon pay ICICI credit card bill has been generated.
• I had checked with amazon support for the refund amount, support executive Aachal assured me that my returned phone would reach the seller by the end of the day and that the refund would be processed the following day.
• Also, I requested contact details of the seller. I was informed by executive Ashwini that I would receive this information via email within ** hours.
May **, ****:
• The amazon support agent contradicted the statement provided by Aachal and confirmed that Aachal had provided wrong information and the refund will be done after ** days. (False promise #*)
• I didn’t got any reply mail for the seller details yet till now. (False promise #*)
• I have followed up the legal notice by adding the recent issues after the last legal notice mail. But I didn’t got any acknowledgement or reply from the amazon legal team.
May **, ****:
• I have contacted amazon via X (i.e twitter )
May **, ****:
• They too mentioned that ECR is the highest point of escalation.
• On May ** I got an acknowledgement and case id number from the amazon, from then till now (may **th) I didn’t got any single update from the team. I have tried reaching them via mail, phone call, X (twitter), amazon support chat. But I didn’t got any solution or response.