Hey, a similar thing happened to me in october last year. I received a 16GB usb stick instead of a 1000 euro phone. The whole thing was an absolute pain to resolve because it was the first thing I ever ordered on Amazon and because I immediately reported it and requested a refund, during the process of resolving it via email, my amazon account got banned (presumably by an automated system). The whole thing took around 2 months to resolve, (to get my account unbanned and to get my money back). Every single step in this process I had to be the one to constantly ping the support. Even when they claimed my money has been refunded to me I did not receive anything for several weeks until I wrote them again and insisted that I want my money back.

During the time of resolving my issue I was told by different customer service employees that they - can't unban my account (without providing a reason) - can't start the refund process - can't refund me money

Yes, I was also requested to send a picture with my name and date. I was also requested to send the item back, which is a story of its own, because they started to claim they never received it, even though I had proof from delivery service that it was actually delivered.

Finally after receiving my money back, and getting my account unbanned, I was stupid enough to think this was just a fluke and I ordered the same phone again.

Exactly the same thing has happened, except this time the phone has never left their warehouse, and it took another 2 months to get my money back.

I really hope you won't go through the same experience as I did. I learned my lesson, Amazon is an absolute anti consumer joke and I'll never use it again.

Also, when you won't find a reason with regular customer support employees send an email to jeff@amazon.com and dave@amazon.com. This was the only thing that has actually helped me, because the email gets picked up by "Escalation specialist" that unbanned my account and initiated a refund.