Amazon insists I return a phone it says ‘may be lost’

I have paid two monthly 108 instalments but am now phone-less and out of pocket

I ordered a 544 phone from Amazon. A tracking update later informed me that it may be lost" and I could request a refund. I pressed the refund option and was directed to customer service, which insisted I wait a week to claim.

A week later I was told I needed to file an incident report from the email address associated with my account. When I complied, the report was rejected as coming from an address that didn't meet certain security standards".