Air India — Flight reschedule fee deducted but not refunded

Reference Number : HSG72
I had called the customer care to reschedule my flight from 29th April 2021 to 22nd April 2021, on 20th April. The customer service agent asked me to pay a penalty fee of 8756 INR for which the transaction was successful, but the reschedule did not happen. He kept me on hold for an hour with no response and not even a confirmation about reschedulement.

Later I had to visit the Air India office in Bangalore to reschedule the flight on my own and had to pay a penalty fee of 8756 INR again. Also they informed to write an email to customer support for refund.

I have contacted the customer support multiple times but I never got a refund. I wrote multiple emails but no response. I have called the customer care, everytime they say that they have escalated the issue and ask me to write an email. How many times do I even have wite emails?

I have attached the screenshot of mail with paymemt link sent by customer support, which asked me to pay penalty fee. Also the bank transaction details.

Kindly check this and initaite my refund at the earliest.