Air India — Refund not received for cancelled ticket

I had cancelled my ticket eTicket No:[protected], Booking Reference: YWCKJ. However I did not receive any refund. After waiting for 20 days I reached out to the customer care. The customer care representative confirmed the cancellation but informed that refund will be processed only after a mail is sent to [protected]@airindia.in.
This seems to be unjustified - particularly this is a national carrier and owned by the Government of India. If a ticket is cancelled why is the refund not processed and paid?
However I had emailed the [protected]@airindia.in, seeking refund as required on 8th Dec 2020. There has been no response from Air India on this mail so far. Not even that they have received the mail and are processing the same.
I had raised a service ticket # 49401 on 12th December 2020 which is showing a status as being processed till today ( 3rd Jan 2021).
It is highly depressing to note the poor customer service of Air India and I seek resolution without further delay.