Amazon India — product not being delivered citing delivery agents not aware of new process

Address:

560100

This with amazon order#[protected].
Purchase of new phone along with exchange. The agents tried to deliver two times on 17th and 18th march 2020. But same issues was repeated.
They verified exchange phone through amazon app.
They entered some code,
Verification was successful.
Next step was to give the phone to agent
But here, they are expecting another code to be entered on their phone against the order. There is no such code i received or need to be entered as per customer service. Looks amazon delivery agents are not aware of the process or is intentionally playing fraud activities.. This is repeated twice.
So i asked for cancel & refund of my money, which also amazon not doing. They say they escalated the issue, but they dont sync with agents or the courier backend teams. So the actual issue is not resolved.