Amazon Refuses To Give Me My Money Back

I placed an order from Amazon.com to ship to my family in Mountain View, California. They live in a residential area, where no robbery or anything like that has ever occurred. On December 24, when my order was supposed to arrive (2 packages with 3 items each, that is, 6 items), the delivery man marked everything as delivered but did not attach a photo of the order on the portal as is usually done. From Amazon they told me to wait a few days, that it could have been marked as delivered but that they would do it later. This already makes me distrustful, but I waited.

As the days went by, I called again and they told me from Amazon that the order was "delivered" and that it was not their fault, that I should go to the Mountain View police station to file a report so that the case could be resolved. After multiple complaints, an American member of my family comes and files the complaint.

From Amazon they tell us that they will give us a response in 3 days and I am waiting for that response, already fearing the worst.

Their response: They "cannot prove" that this complaint is valid and/or authentic (complaint that I attached in PDF). They change my operator a hundred times, they all tell me the same thing and end up closing the chat or hanging up on me. In short: they are not going to send the orders to their destination and they are not going to refund my money either.