State Bank Of India [SBI] — not received money on my account and customer support is not guiding.

Address:

Mandi, Himachal Pradesh, Mandi, Himachal Pradesh, 175027

Hi, i've made a payment through amazon for some products but due to some reasons they didn't send me the product and refunded me for that. But the amount doesn't received in my account and i talk to customer care of both amazon and state bank of india. Amazon employees says that they have initiated the refund from their end through neft on 11 aug 2019 and they have also provided the transaction id (Utr no.) amd assured me that payment has disbursed from their end but when i talked to sbi regarding that, tehy denied that this is not transaction id and they can not help me.

Both amazon and sbi are blaming on each other.. Amazon is saying me to contact sbi and when i contact sbi they are asking me to contact amazon..
I'm feeling helpless. Please help