I've had similar issues with Verizon support reps. What I've started doing is if I get the feeling they're not helping, I just hang up and call again. At least with Verizon I'd say 50% of agents know what they're talking about, so usually that works.
I know this is a shitty solution (and to be honest, I've never had to do the same with Amazon) but it does help.
I recently switched to T-Mobile from Verizon, because they were willing to straight up pay off the phone I bought a few months ago, whereas being a Verizon customer for a decade has given me basically no benefits whatsoever.
Anyway, there was a screwup with the reimbursement, and the one thing I'll give T-Mobile's customer service is that any time you contact them, they text a survey to you afterward, and if you express displeasure through the survey, man, they are all over that. You get a call back shortly after from someone in a department dedicated to fixing customer service issues.
I'm pretty sure it's the very first time that responding to one of those surveys wasn't a total waste of time. I really wish more companies handled it that way.
Call the executive office instead. I had to do that when they tried to charge an early termination fee a couple of years after the contract expired and while guy on the phone was quickly fixing that he casually mentioned that when the customer service rep seems like they don’t understand it’s usually that they aren’t allowed to do something AND can’t tell you this.
It sounded like the worst job in the world and it was unnerving how casually he described it as the natural order of things.
I know this is a shitty solution (and to be honest, I've never had to do the same with Amazon) but it does help.