Myntra.com — item product picked up but customer care denies it after initially accepting

Order number : #[protected]-8146903
An aurelia green kurti worth rs. 628.95 was picked up on the 3rd october 2019, along with other items of this order. However, i have not received the email for return of this item. It still shows in process in the app.

The events that followed :
1. 5th october 9:30 am : i called the customer care, a lady picked the phone. After giving all the details, she checked and confirmed that the item had been 'mistakenly' picked by the agent. However, and here comes the shady part : she said she could not update the same in the database due to some 'technical glitch' and asked me to call them back after 4 hours. (Truly amazing customer care, isn't it?) i once again requested her to confirm that the item had reached the warehouse and she said yes.
2. 5th october 3:30 am : called the customer care again. Same conversation followed, and the guy again confirmed that the item was picked up. He asked me to wait till 11th october 2019 for them to update the same int he database.
3. 7th october, 2019 : received a mail with following lines : 'as per the details, i regret to inform you that we will not be able to refund as we have not received the same at the returns desk.' i called the customer care again and they apologized and said to ignore this mail. They again asked me to wait till 11th october.
4. 10th october 2019 around 9:30 pm : received a call from myntra customer care and they again asked me to narrate the entire story. At the end, they again confirmed the same, and literally said that they would inform the delivery agent that the parent item has already been returned, and just to deliver the exchange item.
5. 15th october 2019 : received another mail : 'as per the details, i regret to inform you that we will not be able to refund as we have not received the same at the returns desk.' what?

This is absolutely disgusting behavior from your customer care. You accept the claim and confirm the return via telephonic call, but reject it on email? 4 different agents have confirmed the product was returned to them. How can you go back on your words and lie blatantly? If you really are so concerned about customers cheating you for rs.600, at least change your exchange and return process and start using the receipt system so that the consumers have proofs. I regret not recording your calls.

To add to this, your customer care seems very busy, huh? It starts at 8:00 am and i try to call from 8-9 am and literally all i get is that stupid message saying all agents are busy? Haha. So do you cheat with so many of your customers that as soon as it hits 8, people start bombarding you with calls?

Absolutely ridiculous. Be assured that this was my first and last order for myntra. Goodbye cheaters.