Complaint regarding refund from Excitel broadband

In August 3rd 2023 , I recharged my Excitel broadband wifi at the time the payment got cancelled and i called the broadband authority to get the details about the refund . The response from them was i will get the refund in 10 days . After 10 days I didn’t get the payment again I raised a ticket in the app of excitel and they said they want the bank statement a give them the bank statement still they said they are gonna check with the payment team after 1 still no response from them .I contacted the bank from the bank side the payment was successful the money is credited in Excitel broadband account . Every time i try to call Excitel customer care they are giving the same excuses. There are many complaints getting about the money.