Apply Pan India — PAN application

Website:

PAN application website www.onlineservices.nsdl.com/paam/endUserRegisterContact.html

After the payment, I could not proceed with the application and the screen shows " Your e-KYC/e-Sign based request has failed hence you cannot proceed with the application with e-KYC/e-Sign mode. Kindly generate new token and proceed with physical mode. Kindly note that you will get the refund of the PAN application in the next seven working days." and still I did not get the refund. what will I do?
Email id-sonajohnson.[protected]@gmail.com
Date of birth- 27/09/2000