Some CS reps might not actually do whatever is promised, and that's a cause of frustration on top of the customer loosing trust in Amazon, which is not acceptable at all.

You should consider writing to them [email protected], and if you know the name of customer associate that interacted you with, the better. You could also, alternatively, utilize Amazon's chat-based customer service, as you can actually "keep a record" of things they said and things you said. If what was promised isn't delivered, you can sure make enough noise by directing the query to [email protected], and/or jeff@ and amit@