Amazon India — refund of amount for purchase of laptop

Address:	Guntur, Andhra Pradesh, 522302
Website:	AmazonIndia

One no hp pavilion lap top was purchased from amazon on 15th aug'2018, order number is[protected]. Order amount is rs. 69, 185.

It was tried to cancel the order after few days as the item is getting delayed for delivery, but it couldn't be possible as the item was shipped. Contacted customer care service and it was advised by them for not receiving the consignment on delivery, if the item is not required.

Accordingly the item was not received from the courier agent, on 27th august 18. After few days contacted amazon customer care for initiating refund of my money (Rs.69185). But to my surprise, customer care is keep on telling that it is showing in the system that the item was delivered. But i never received the consignment. I've amazon to show the details to whom it was delivered and share the name and contact details, but it was not revealed.
Further i have keep on calling amazon customer service starting from 3rd september and i am getting the reply that they will resolve the issue with courier partner and refund will be initiated soon. Till date refund was not initiated.
I have contacted customer care of gati courier and cargo to know the status of my consignment refering to the tracking id[protected]. They are also stated that it is showing in the system that item was delivered, but as per the information, it is showing that consignment was received by francis, who is no way related to me.
But when i contacted gati and enquired whether amazon has raised a complaint regarding this delivery based on my claim for refund, it was told that there was no complaint was raised by amazon. This is a very poor customer service from amazon. Even after 30days (3rd september to 3rd october) matter was not resolved. During this period i got credit card bill for paying this amount, which i have paid on 24.09.189 (Sbi credit card) and requested amazon on 20.09.18 to please arrange for refund early. They have confirmed that refund will be initiated within 48 hours as consignment reached seller, and amount will be credited by 28.09.18.
But in the back end amazon customer care did not done any work (At least to my knowledge, as no progress was seen).

This carelessness of amazon brought me utter disbelief and anger. I did not got the item. I was forced to pay the money to banker as dead line is crossing, but i did not got the refund. Amazon did not responded/ call back to me during the last one month for stating the progress.
I now demand not only my refund amount but also the damages done to me and the delay done in resolving the issue forum may suitable levy a penalty on amazon.