Amazon - Refund not initiated

I ordered a pair of * set shorts from Amazon on **/*/**. I received the parcel on **/*/**. When i checked the package it only had * shorts, the rest of the two were missing so i talked to the customer service and they advised me to return it. So i filed a return request. They came to
pick it up at */**/** around * pm. I live in a university so the security guard gave it to the agent. After that no update has been given on the status of the refund. It says the return was not verified and that it failed verification. Apart from that the app also
says i cannot put a return request as the timeline is gone but how is that my fault if they failed to update it?
i talked to the customer support they said they filed a complaint and told me to wait till ** of september and i did. but nothing happened so i texted them again, they again told me to wait till ** of september. I am tired of them not giving me a proper answer and hanging me around. Please do help me as i need the money for university