Package Not delivered says We are not responsible. Review on Amazon

I have place and order from Amazon on November 3 2018 and says that it got delivered on Nov 17th 2018 we immediately called customer care and said to please wait 3 more days it will be delivered to you. After 3 days again they say pls wait 7 more days some investigation team is in progress. Later on asks to upload KYC to speed up the investigation. I even uploaded the ID proof of fine. Later on they say we are lodging under A-Z buyer seller guarantee claim. They said rejected since seller says delivered the package and nothing can be done. They even not at all responding properly . They are making us to loose patience and mental agony is getting due to them which is very severe to bear. They mailed as mentioned in attachment this is finished we even wont reply for your emails. I want an apology and compensation & refund from them for their bloody negligence.