Amazon review: Refund

I received a refund for returned lighting 162.00 I paid with my debit card. 20.00
from a gift card balance. They went ahead and returned the money to a gift card balance.
I complained. They reversed the gift card balance and were to issue the refund to my original payment. I have spent hours in the phone with numerous cs reps. All promising they looked into it and a refund was forthcoming coming and expect a email.
Never received email. My account activity shows the date 4/28 they reversed the credit It shows -162 and change which was the gift card balance. I have copy showing refund was sent to bank. The bank never received anything and there is nothing pending.
Tonight I called amazon again. Finally the cs rep said I would get an email from the escalation dept.
Received email stating we can’t refund the balance of your STORE bought gift card. Someone must have used your card fraudulently. Store bought? what was this person looking at?I have corresponding emails and account activity. Showing they deducted it with a reference number. Not sure if I should show those here