Air India — Refund not initiated for almost 90000 INR

Dear Air India Team,

I have raised my concern multiple times till now and there is no resolution for the same.
Will repeat the concerns once again so that I can get my money back ASAP.

Currently there are two issues as below:
Travel date 1-Feb-2021 (PNR # - HQ4D7)
Air India guys did not let me board my flight stating that i do not have COVID test negative report
No Intimation was given that COVID test needs to be done before boarding the flight
I had called the Air India customer care before my travel date to confirm if there is any such requirement and they told that either you can test in London or in Mumbai. It was an either or option not both.
Also, the guy at the airport did not give me a chance to cancel or reschedule my ticket and marked me no show . I mean i am at the airport and being marked as no show, please tell me is that even possible.
I want my money refunded on my account due to the negligence from your side. A small intimation or customer care guys providing correct information would have been really helpful and i could have boarded my flight on 1st Feb 2021.
Travel Date 3-Feb-2021 (PNR # - Z0D2Z)
I booked my flight money got deducted but the ticket never got generated for the above mentioned PNR number
I called three times asking about my ticket and every time the customer care guys told me that your ticket is booked and you will have the same in some time
The next day i called the customer care again and the guy told me that the ticket is cancelled and refund will the give in 7-14 days (please see the mail trail as i dropped for proof)
It has been more that mentioned days and still money has not been refunded on my account
I have called the customer care again when i reached back to India and the guys are telling now that reach out to E-Commerce team and TAT is 45 days from there end
I mean what kind of pathetic service are you guys providing and not able to refund my money on time

Points to be noted and escalated to right people
Most pathetic customer care service i have ever seen in my life
Customer care guys are telling this is Air India and these are the regulations
No one is letting me speak to senior executive
Saying that call back will be arranged in 4 hours but no confirmation is given and no call back is received
No escalation process
Customer care guys do not even know how to talk to the customer, its like they do not care at all
E-Commerce team is not picking up the phone at all, it seems like they are like they too don't care at all
No proper feedback of the mails that i have sent till date
Refund process is really pathetic, i have no information by when i will get the refund
As a customer, I am really dissatisfied with our country's national air-line. With this kind of service no one would want to travel with Air India, it is just like degrading your standards.
It is totally understandable during this COVID times you guys are working very hard, but providing such kind of service is really not acceptable.

I do not have any more things to say and I just expect my money to be refunded for both the tickets ASAP as it is a very big amount for me as a middle class person.
Also, I am also attaching the recording of the conversation that i had with one of your guys so that you can take required action.

Hope the issues are resolved ASAP and I get my refunds.

Kind Regards,
Abhishek Dubey
Mob: [protected]
Email: [protected]@gmail.com