Amazon India — Order whose order no.[protected] Rs. 499 .

Address:

Dahod, Gujarat, 389151

Dear sir,

I have place order one item order no.[protected] dated 24-nov 2016 Rs. 1310/- at that time automatically order amazons prime membership card i didnt know about that order whose order no.[protected] Rs. 499 . When i was noticed it after first(actually) order item received i was call same day evening with amazons customer care center the executive told me when the actual welcome kit receive you dont accept your order will be automatically cancelled and your amount refund in your account .But till today no item received i call a gain today 24/12/2016 time 7.40 to 7.50 p.m . but customer care executive told order was processed and no refund to me .

my Question is
Who is responsible for not receiving keet to me.
who is right first customer care executive or secound one?
Why we people suffer due to poor service?
Who is paying me my Rs. 500 which having great value in our life?
Is this type of service provide by company like amazone ?
I was customer of your campany from previous 3 year?

Kindly provide me essential information what to do?
and who is responcible?