I don't think there even is a problem, from Amazon's point of view. CSRs can't tell you the truth ("we will try to avoid refunding you or will delay it as much as possible"), they can't stay quiet (because then delaying won't be as efficient) and they can't blame the company (because... well, they can't). So lying is basically all they can do.

They should speak the truth, citing the Amazon policy on the matter, and provide the path for escalation.

As it stands, I will vote negatively for any CSR interaction that doesn't resolve my issue immediately while the conversation is still active, irrespective of whether they say they have addressed it.

Easily solvable by not placing their CSRs in parts of the world where lying is such a cultural norm it's expected in normal business.

Anyone who needs that job to pay their rent is going to follow the script the company gives them.

Well they must give the stateside CSRs a different script because whenever I win the lottery and get an American on the phone it's a night and day difference. Notably they seem capable of solving complex problems without lying or smoke and mirrors.

In any high-churn job environment like customer support it's easier to assume people will leave rather than fire them. Most of the time you'll be right. That means there's no incentive to manage bad workers.

Isn't the high-churn more of a domestic issue? When the job gets outsourced, is there still high-churn?