Amazon India - Shipment not delivered after charging

I have ordered a pregnancy pillow from Amazon India and that was estimated to get delivered by **th march ****. This item is yet not dispatched by seller. Neither me nor customer service is able to cancel this order due to system issue. Its been ** days now a big giant like Amazon is not able to process my refund as the item is with their internal seller cloudtail. Everytime i call customer care i am given a new timefame for refund without any solid resolution. Why should a customer suffer because of system glitch inside Amazon. There is no ticket/Service request system to follow up with Everytime i get a fresh timeline.