Amazon India — about delivery, refund and fake promise

Address:

Mumbai City, Maharashtra, 400 071

I had ordered watch from amazon. It was expected to deliver on pickup point on 12th of Nov. However same was rejected saying that I canceled the order. When I raised this to Amazon customer care they said that They had tried to reach me on call nut I didn't pickup the call but I haven't received any call on same day from amazon. When I talked with senior they informed it was cancelled due to some technical issue from there end. They provided me wrong information and when I asked for refund they said it will take 3-5 working days.

Iam not able to understand why they are keeping my money with them when this issue occurred because of them.

This was 2nd time I haven't received my order on time and got cancelled without connecting to me. 1st incident happened on 24th of oct. where I was promised that my order get delivered on 25th Oct. and I paid extra for that.

Screenshot attached for both the cases and kindly get it validate from amazon customer service as both the time they said that they have escalated it to there higher team.