[Catlady]

As I read it, I'm not exactly sure what resolution you're asking for, nor exactly what you want Amazon to do about the "original problem," by which I assume you mean sending you the wrong phone in the first place?

I think you need to state right up front, briefly, the current issue and the desired resolution. Then you can go through the history and document what was and wasn't addressed in your various contacts with Amazon.

I sympathize; I had an issue with Amazon over a Prime Day purchase I wanted to exchange, and because of different non-sale pricing, it took several chats and calls to resolve what should have been a no-brainer.

P.S. I also agree with others who have stated that a phone call is the best avenue to use.