TimesofMoney — Net banking problem for the money deducted

I have made a purchase of INR899 on 22nd September 2021 in the game Genshin Impact. Money got deducted from the bank but I didn't receive the content I purchased in the game. I have Contacted the support team of the game and they have said that they didn't receive the payment. I would like to get a refund since the money was transferred To Times of money lmtd from the bank.