Amazon Lied , Closed the Chat on Me, and Now I’m Trapped Without Support

Location: Portugal
(i could post the proof but for some reason i cant post pics here)
This situation has gone far beyond poor service. Amazon promised me refunds, lied multiple times, and now seems to be deliberately making it impossible for me to get help.

Here’s everything, in order:

I made a purchase on Amazon.com and was charged for two items, even though I only intended to order one.

When I reached out to return the duplicate, the agent told me I needed to print documents for a DHL pickup. I spent money printing these materials — only to be told later by another agent that none of this was actually necessary.

The first DHL pickup never happened. I contacted support again, and the agent clearly promised that if DHL did not come within 24 hours, I would receive a full refund and could keep the item. I was hesitant, but I accepted that promise. (This where i find out that something was wrong with the pick up too because when the first was schedule was for almost 2 weeks after the day it was ordered the pick up)

DHL again didn’t show up. Nothing was picked up, and there was no update.

I contacted support again — this time I made sure to take screenshots. The second agent made the exact same promise: if the item wasn’t picked up within 24 hours, I would receive the refund.

Then, during the chat, I was suddenly transferred to another agent, and they closed the conversation without my consent, claiming I had been inactive. The truth is, only 15 seconds passed, and I was still typing my reply.

Later, when I tried again, a different agent finally said the truth: that the 24-hour promise was false and should never have been made — twice. He said the other item won’t be refunded unless it’s returned. At this point, it’s clear these weren’t accidents — it was intentional misinformation. How can two agents promise the same condition if it isn’t something Amazon allows?

They acknowledged that one item was already refunded (€52.46) on July 11, but that refund is still pending in my bank, and I was told it can still be reversed if the return fails. So technically, I don’t have the money or the item yet.

And it gets worse when trying to escalate:

I cannot call Amazon US support, because I don’t have a US phone number — and apps like Talkatone or TextNow aren’t available in Portugal.

So I called Amazon Spain. A man answered and kept interrupting me, saying he would hang up because he couldn’t help — before I even explained the issue. When I insisted, he told me (wrongly) that I could request a callback from Amazon US, even after I explained I had already tried and it failed. He insisted I “didn’t try.”

Then, he started speaking in another language (possibly Hindi or another Indian language), completely unrelated to my case, and I couldn’t understand a word. I was completely lost, frustrated, and eventually hung up — I was overwhelmed and felt like I was being mocked.

So here’s where I stand:

I can’t call Amazon US because I’m not American.

Amazon Spain refuses to help and gave me false info.

Support agents lie and then vanish, closing chats without warning.

Two agents made promises that are now denied.

I’m still missing €52+, and now I risk being re-charged for an item Amazon promised I could keep.

Their “solution” is to leave me with nothing: no product, no refund, and no recourse.

What am I supposed to do? How can I escalate this? I have screenshots of the promises, and I’m not going to let this be buried.

Any advice is welcome.