[mothered]

I will try to escalate with a senior member and if I have doubts I will continue to communicate here if you allow me.

Yes, escalate It first.   

You've got nothing to lose and everything to gain - should the claim be approved. 

Also depending on how it turns out, I will prepare the sealed boxes as an option

That's your backup plan.

and I would like to ask you if there is a possibility that my bank could support me regarding complaining to them as a last option.

What evidence do you have to support your claim?

[Danteraz]

I will try to escalate with a senior member and if I have doubts I will continue to communicate here if you allow me.

Yes, escalate It first.   

You've got nothing to lose and everything to gain - should the claim be approved. 

Also depending on how it turns out, I will prepare the sealed boxes as an option

That's your backup plan.

and I would like to ask you if there is a possibility that my bank could support me regarding complaining to them as a last option.

What evidence do you have to support your claim?

@mothered
I tried to escalate the problem and they told me about requesting a Police Report, but then I sent an email to jeff@Amazon.com and now I got a response which was the following:

"Hello Daniel,

I'm Gerald B from Amazon's Executive Customer Relations support team. I heard about your recent delivery experience and wanted to take this opportunity to reach out on behalf of our executive team.

From this moment I am in charge of your investigation about your order ****************, as soon as I have more information about the details or if I need any information from you, I will contact you to help you solve the problem. .

I thank you in advance for your understanding and your time.

We appreciate your comments. Please use the buttons below to rate your experience today.

Best regards,"

I imagine that it may be better to continue monitoring this situation, right?

[mothered]

I imagine that it may be better to continue monitoring this situation, right?

The upside Is, the escalation has been accepted and the claim Is moving forward.

Please reply when they respond with an update.

[HEIS]

a week has passed, @Danteraz do you have any update?

[mothered]

a week has passed, @Danteraz do you have any update?

He/she hasn't been active for almost the same duration.

Hopefully we'll receive an update sooner than later.

[Danteraz]

Good evening everyone @mothered and @HEIS
The truth is that apparently the reimbursement will come out, in fact the situation was that everything fell on the police report, so I took on the task of going to the prosecutor's office in my city (I also tell you that it cost me a bit for them to could support now that they were rare cases that they reported, however it was a theft report) at this time I have already uploaded a pdf with the report and it seems that the reimbursement will be processed, so I continue to do so I do not have the confirmation but as such in a Call told me that there was a note that the refund was being processed even though I still do not have it but in words they have told me affirmatively that it will be given to me.

[mothered]

in a Call told me that there was a note that the refund was being processed even though I still do not have it but in words they have told me affirmatively that it will be given to me.

How long ago did the call take place?

Also, be sure to always get a reference number for the conversation.

[Danteraz]

The last thing they were saying was this, whenever they have to verify the document of the complaint, but they don't finish supporting me with that. @mothered

"Hello Daniel,
I hope you are very well.
My name is Fredy, I am a member of the Amazon.com Customer Service team (http://amazon.com.mx/) and I appreciate the time you have so kindly taken to contact us so that we can do everything necessary to improve the service we provide to important customers like in this situation.
I confirm that we have received the police report, at the moment we are in the process of verifying it. When the report is validated we will send you a message with the answer to your claim.
You can find answers to most questions in My Account (https://www.amazon.com.mx/your-account) or on our Help pages (https://www.amazon.com.mx/help) .
If you still need to contact us, visit our Contact Us page (https://www.amazon.com.mx/contact-us). We are available seven days a week from 6 a.m. to 5 p.m. m. to 10 p.m. Central Time and 7 a.m. to 5 p.m. m. to 11 p.m. m. in summer time.
Any additional questions please do not hesitate to contact us and we will gladly assist you.
To make it easier for you to contact us, I am enclosing a link with which you can enter our page so that we can call you in a few minutes, click here https://amzn.to/ISzZ1F and enter your account. You will need to enter your phone number in the Phone tab and we will call you.
If you cannot access this feature, please call us at 866-749-7538 (tel:8667497538).
For calls outside the United States, please dial +1-866-749-7538. We are available from 5:00 a.m. to 5:00 p.m. to 9:00 p.m. Pacific Time (6:00 a.m. to 10:00 p.m. DST) 7 days a week. You can also write to us at support-espanol@Amazon.com 24 hours a day, 7 days a week.
You can also contact us via Skype, it would be a free call to this number: 1-866-216-1072 or 1-866-749-7538. Here is a summary guide on how to make such a call. First you must add this number to your contacts, then go to 'Contacts' and you will see the Amazon number booked there. Click on the contact. You will see its details in the main window. Click the Call button to make a video call.
Here is a link for the complete guide on how to make calls: http://bit.ly/2r5Y7nY You can also contact us through Skype, it would be a free call to this number: 1-866-216-1072 or 1- 866-749-7538. Here is a brief guide on how to make such a call. First add this number to your contacts, then go to 'Contacts' and you will see the Amazon number listed there. Click on the contact. You will see its details in the main window. Click the 'Call' button to make a video call.
Here is a link to the full guide to making calls: http://bit.ly/2r5Y7nY.
On my part it was a pleasure to assist you and I wish you an excellent day.
Cordial greetings.
We appreciate your comments. Please use the buttons below to rate your experience today.
Best regards,
Freddy M"

Today I wake up and I realize that I have another email in which they tell me the following

"Hello:
I'm sorry to hear that you still haven't received your package #TBM186100084009 order #701-4644108-0262667, even though the tracking says it has already been delivered.
The trace indicates that the package was delivered using a temporary password.
Temporary password verification adds additional security to your deliveries, as the password is only available in the Ready to Deliver email sent on the day of delivery. You can also access it in My Orders; To do this, click on “Track package” next to the corresponding order. The delivery will not be complete until the password is shared with the driver. Therefore, we are unable to issue a replacement or refund for this order.
I recommend that you contact anyone who might have had access to your temporary password and therefore been able to receive this package for you.
Thanks for your understanding.
We appreciate your comments. Please use the buttons below to rate your experience today.
Best regards,
Derek O"

[GOATEDGOD6969]

The last thing they were saying was this, whenever they have to verify the document of the complaint, but they don't finish supporting me with that. @mothered

"Hello Daniel,
I hope you are very well.
My name is Fredy, I am a member of the Amazon.com Customer Service team (http://amazon.com.mx/) and I appreciate the time you have so kindly taken to contact us so that we can do everything necessary to improve the service we provide to important customers like in this situation.
I confirm that we have received the police report, at the moment we are in the process of verifying it. When the report is validated we will send you a message with the answer to your claim.
You can find answers to most questions in My Account (https://www.amazon.com.mx/your-account) or on our Help pages (https://www.amazon.com.mx/help) .
If you still need to contact us, visit our Contact Us page (https://www.amazon.com.mx/contact-us). We are available seven days a week from 6 a.m. to 5 p.m. m. to 10 p.m. Central Time and 7 a.m. to 5 p.m. m. to 11 p.m. m. in summer time.
Any additional questions please do not hesitate to contact us and we will gladly assist you.
To make it easier for you to contact us, I am enclosing a link with which you can enter our page so that we can call you in a few minutes, click here https://amzn.to/ISzZ1F and enter your account. You will need to enter your phone number in the Phone tab and we will call you.
If you cannot access this feature, please call us at 866-749-7538 (tel:8667497538).
For calls outside the United States, please dial +1-866-749-7538. We are available from 5:00 a.m. to 5:00 p.m. to 9:00 p.m. Pacific Time (6:00 a.m. to 10:00 p.m. DST) 7 days a week. You can also write to us at support-espanol@Amazon.com 24 hours a day, 7 days a week.
You can also contact us via Skype, it would be a free call to this number: 1-866-216-1072 or 1-866-749-7538. Here is a summary guide on how to make such a call. First you must add this number to your contacts, then go to 'Contacts' and you will see the Amazon number booked there. Click on the contact. You will see its details in the main window. Click the Call button to make a video call.
Here is a link for the complete guide on how to make calls: http://bit.ly/2r5Y7nY You can also contact us through Skype, it would be a free call to this number: 1-866-216-1072 or 1- 866-749-7538. Here is a brief guide on how to make such a call. First add this number to your contacts, then go to 'Contacts' and you will see the Amazon number listed there. Click on the contact. You will see its details in the main window. Click the 'Call' button to make a video call.
Here is a link to the full guide to making calls: http://bit.ly/2r5Y7nY.
On my part it was a pleasure to assist you and I wish you an excellent day.
Cordial greetings.
We appreciate your comments. Please use the buttons below to rate your experience today.
Best regards,
Freddy M"

Today I wake up and I realize that I have another email in which they tell me the following

"Hello:
I'm sorry to hear that you still haven't received your package #TBM186100084009 order #701-4644108-0262667, even though the tracking says it has already been delivered.
The trace indicates that the package was delivered using a temporary password.
Temporary password verification adds additional security to your deliveries, as the password is only available in the Ready to Deliver email sent on the day of delivery. You can also access it in My Orders; To do this, click on “Track package” next to the corresponding order. The delivery will not be complete until the password is shared with the driver. Therefore, we are unable to issue a replacement or refund for this order.
I recommend that you contact anyone who might have had access to your temporary password and therefore been able to receive this package for you.
Thanks for your understanding.
We appreciate your comments. Please use the buttons below to rate your experience today.
Best regards,
Derek O"

Did you explain about the delivery person calling tech support and getting the OTP?

[Danteraz]

The last thing they were saying was this, whenever they have to verify the document of the complaint, but they don't finish supporting me with that. @mothered

"Hello Daniel,
I hope you are very well.
My name is Fredy, I am a member of the Amazon.com Customer Service team (http://amazon.com.mx/) and I appreciate the time you have so kindly taken to contact us so that we can do everything necessary to improve the service we provide to important customers like in this situation.
I confirm that we have received the police report, at the moment we are in the process of verifying it. When the report is validated we will send you a message with the answer to your claim.
You can find answers to most questions in My Account (https://www.amazon.com.mx/your-account) or on our Help pages (https://www.amazon.com.mx/help) .
If you still need to contact us, visit our Contact Us page (https://www.amazon.com.mx/contact-us). We are available seven days a week from 6 a.m. to 5 p.m. m. to 10 p.m. Central Time and 7 a.m. to 5 p.m. m. to 11 p.m. m. in summer time.
Any additional questions please do not hesitate to contact us and we will gladly assist you.
To make it easier for you to contact us, I am enclosing a link with which you can enter our page so that we can call you in a few minutes, click here https://amzn.to/ISzZ1F and enter your account. You will need to enter your phone number in the Phone tab and we will call you.
If you cannot access this feature, please call us at 866-749-7538 (tel:8667497538).
For calls outside the United States, please dial +1-866-749-7538. We are available from 5:00 a.m. to 5:00 p.m. to 9:00 p.m. Pacific Time (6:00 a.m. to 10:00 p.m. DST) 7 days a week. You can also write to us at support-espanol@Amazon.com 24 hours a day, 7 days a week.
You can also contact us via Skype, it would be a free call to this number: 1-866-216-1072 or 1-866-749-7538. Here is a summary guide on how to make such a call. First you must add this number to your contacts, then go to 'Contacts' and you will see the Amazon number booked there. Click on the contact. You will see its details in the main window. Click the Call button to make a video call.
Here is a link for the complete guide on how to make calls: http://bit.ly/2r5Y7nY You can also contact us through Skype, it would be a free call to this number: 1-866-216-1072 or 1- 866-749-7538. Here is a brief guide on how to make such a call. First add this number to your contacts, then go to 'Contacts' and you will see the Amazon number listed there. Click on the contact. You will see its details in the main window. Click the 'Call' button to make a video call.
Here is a link to the full guide to making calls: http://bit.ly/2r5Y7nY.
On my part it was a pleasure to assist you and I wish you an excellent day.
Cordial greetings.
We appreciate your comments. Please use the buttons below to rate your experience today.
Best regards,
Freddy M"

Today I wake up and I realize that I have another email in which they tell me the following

"Hello:
I'm sorry to hear that you still haven't received your package #TBM186100084009 order #701-4644108-0262667, even though the tracking says it has already been delivered.
The trace indicates that the package was delivered using a temporary password.
Temporary password verification adds additional security to your deliveries, as the password is only available in the Ready to Deliver email sent on the day of delivery. You can also access it in My Orders; To do this, click on “Track package” next to the corresponding order. The delivery will not be complete until the password is shared with the driver. Therefore, we are unable to issue a replacement or refund for this order.
I recommend that you contact anyone who might have had access to your temporary password and therefore been able to receive this package for you.
Thanks for your understanding.
We appreciate your comments. Please use the buttons below to rate your experience today.
Best regards,
Derek O"

Did you explain about the delivery person calling tech support and getting the OTP?

@GOATEDGOD6969
That's right, I already provided them with all the information, I even have audios where they promise to give me the refund after providing them with the police report Only that they are in Spanish I will try to upload them.
AUDIO
AUDIO 2