I don't think there even is a problem, from Amazon's point of view. CSRs can't tell you the truth ("we will try to avoid refunding you or will delay it as much as possible"), they can't stay quiet (because then delaying won't be as efficient) and they can't blame the company (because... well, they can't). So lying is basically all they can do.

In any high-churn job environment like customer support it's easier to assume people will leave rather than fire them. Most of the time you'll be right. That means there's no incentive to manage bad workers.