Amazon - TORTURE and PATHETIC Non Service by Amazon

Amazon team has troubled me and my family for over the last ** days and still, there was no resolution and phone calls of over * hrs.
I lost for making this time and the appliance Amazon Basics AC, and my family had to stay in a heat wave for this entire duration.
The refund was requested by me after the additional call of more than * hr today. So far neither the amount is fully refunded nor there is any revert from Amazon.

I had lots of financial losses to order, reorder, complaint raise, electricity, internet, and others.
* People took my call- Lupon and Pradnya.
Lupon was fine, Pradnya was arrogant and harsh, I felt disrespected and had to waste more time confirming all the details which she already had.
I asked for Escalation Matrix was asked on which Pradnya said the customer can ask but we cannot provide it.
She said she cannot transfer my call to anyone, ANYONE
The manager is not present.
Token of Apology was offered with INR *** was offered for a total loss of over **,*** insulting me more.

There is no product service, no response, harassment for a long duration, very long waiting time, and no respect for customers at all. Please help in the resolution.