Air Asia — refund not received after 46 days for bali ticket

Address:

411028

Due to natural disaster in bali the flight got cancelled so customercare suggest me to raise a case request for refund.
I have been initiated the same from airasia website but last week i received the email the case has been closed with the same booking id. But the amount is not at received at my bank account. I am checking with the customer care but they are saying to check with my bank. And when i am asking to transition id to check with my bank they are not sharing/responding.
Now i dont no how to followup on it.