Amazon purchase with worst return experience facing

Hi everyone, I am from kochi I’m facing a frustrating issue with Amazon regarding a defective phone I purchased. The phone’s touch screen wasn’t working from the moment I received it. I contacted Amazon Customer Care, and they told me to visit the Samsung Service Centre as the product had a service center warranty. Samsung verified the issue and provided me with a Dead on Arrival (DOA) certificate. They returned the phone in a sealed package. However, when the Amazon delivery person came to pick up the return, they refused to take it, saying they needed the IMEI number from the phone itself. Since the touch isn’t working, I can’t access the IMEI number. I’ve been going back and forth with Amazon Customer Support for over 7 days. Every time I contact them, they assure me the issue will be resolved within 24 hours, but nothing happens. To make matters worse, I’m dealing with a family emergency at the hospital, and I urgently need this refund to cover medical expenses. Has anyone faced a similar issue? What else can I do to escalate this problem? I’ve tried calling, emailing, and even got advice from support to arrange a return without IMEI verification, but the same rejection keeps happening.