[ShubhamS11]

From your inputs it seems to me like you are being connected to the CAP(Concession Abuse Prevention) Team somehow.
If what is suspect is true, those particular REPs will never process your claim they are used to in dealing with rude & abusive customers & also preventing concessions abuse as their department/team title says
And if you disconnect & reconnect in hopes that some other Rep will process your claim, that is unlikely to happen because when you reconnect you will be connected to Level 1 or Level 2 Rep most probably & they will be able to see your case was previously denied by CAP team, thats where they will respond saying there's a dedicated/senior/special team for this & you will be connected to them shortly; but its those CAP guys you will be transferred to. Its a dead end imo.
^This is based on my personal experience. You may keep trying but each time your case if being transferred to the CAP Team, outcome is doomed to remain unchanged.

Interesting. Is this team new? I've noticed there's been some new types of account specialists myself. Also where do they email from?

Reminds me of the one PlayStation rep I had. The guy went on and on about an investigation and I asked for notes from it or a copy of it and he went off the rails lol.

NEW? Its not NEW its supposed to be in every company but seems workload for this particular team is about to sky rocket in apple & amazon LOL XD

Anyways whenever I talked to the REP on chat or on phone call I always saved the chat screenshot or recordings in case of phone calls.
I used to listen to those recordings & go through the chat for some tips & help.

Recently one of my legit return was denied by amz so I was casually going through those call recordings to figure out what went wrong & heard this "hey this XYZ from amz CAP Team how may I help you today". From my observation I noticed the 1st Rep(Lvl 1 or JUNIORs most probably) who connects with me the very 1st time never says any such CAP Team intro, each & everytime I heard this CAP shit; was only after the 1st Reps had transferred my call to their so called "SUPERIOR / SENIOR TEAM / LEADRSHIP TEAM / DEDICATED TEAM AUTHORIZED TO HANDLE THIS SORT OF ISSUES"  but turns out it was that CAP Team they were transferreing me too; so I searched for his Team's name as i heard it  on 7 out of my 9calls.

I also heard those Reps name on my recordings so I search for Those REP's name + Amazon CAP Team & i got a lot of LINKDEN profiles which says
CAP (concession abuse prevention team) deployed to handle fraud related issues and also prevent or decrease invalid concessions and abuse pattern by taking appropriate action.
Concession Abuse Prevention (CAP) works to identify and eliminate concession abuse while preserving customer trust.[/u] and some bunch of more stuffs like that which roughly translates into "US NOT GETTING ANYTHING(Return/Replacement/Refund) FROM THEM(CAP Faggots)" when in action XD[/b]

^All of this info , I've concluded from 3things:-
1:Own observation; 2:Some basic searches here & there; 3:Those "AMA (Ask Me Anything)" posts/thread from those claiming to be Amz & Ex-Amz Employees on the web.

CRUX is if your call is transferred to  CAPTeam; they will deny your request IF YOU HAVE A LOT OF REFUNDS IN YOUR ACCOUNT HISTORY or IF YOUR ACCOUNT IS FLAGGED!