Amazon India — Exchange value not refunded

Address:

Brigade Gateway, 8th floor, 26/1, Dr. Rajkumar Road, Malleshwaram(W), Bangalore-560055, Karnataka, India.

I have purchased a mobile Xiaomi 11 Lite NE 5G (Jazz Blue 6GB RAM 128 GB Storage) on 17 October 2021 from Amazon India. Total cost of Rs. 26999/- was the invoice Value.
An exchange Value of Rs. 12550 was adjusted with the invoice Value and Remaining amount of 13, 640.97 was paid to amazon from my Credit Card with EMI.

However the 1st Handset was delivered & found some issue like (Heating / Sensor Not Working) & a replacement was given to me on 30th Oct 2021. The 2nd Product was also found Faulty & was getting restarted frequent.
I have Called to amazon to resolve the issue & if required send technician to my place to resolve the issue but they denied & suggested for Return Request.

On the same day return request was taken & an amount of 26999/- was supposed to be refunded in the original mode. Pick of the Faulty product was full filled on 31st Oct 2021.

Now the Amazon has Paid me R.s. 13, 640.97 in my Credit Card & R.s. 7550 in my account. But Still there are R.s. 5, 808.03 has not been provided to me. When I contacted to Customer Care, the 1st Agent told that We are taking request to provide remaining amount. The 2nd Agent told that the remaining amount will not be refunded & this is forfeited.

I don’t know why the same will not be refunded when my Phone Exchange value was 12550. Please refund my amount or Please return my Old Poco X2 Mobile.

This is just doing cheating with the Customer. I you have provided Used & Faulty Products why Customer will be sufferer.

Order Summary Amount
Item(s) Subtotal: 26, 999.00
Shipping: 40.00
Total: 27, 039.00
Promotion Applied: - 40.00
Exchange Value: - 12, 550.00
No Cost EMI Discount: - 808.03
Grand Total: 13, 640.97