Air India Express — failed booking refund

I am writing to seek your help, to get my refund from air india express.

I was booking flight for my family on september 2nd from dxb to ccj on airindia express official booking website. The booking ended up in error after payment was made, 1400 aed from my credit card. I called airindia express support which is only in india immediately after long wait on call, they attended the call and confirmed the booking is failed and shared failed one also asked me to sent an email requesting for refund to [protected]@airindiaexpress.in

I did the same and booked another ticket with online travel agent.

But since then every week i send email and even called them, all they can say is we have forwarded to finance team and said me to call finance team directly, and they never answer the call, but then why a company would have customer support line if they can not process or liease and resolve a common issue.

It's been almost two months now and i have no update.