Air India — Refund of Cancelled Ticket

We have below ticket booking for my in laws on Air India returned flight from UK to India on 19th April 2020 (flight no AI114 and AI20 )
Ticket details . (1) 098-[protected] and 2) 098-[protected]

We are following up with Air India for refund quite sometimes. On 27th Oct finally received confirmation from ecommerce team that they have initiated the refund and it will be received with in 6 weeks. Now till today, I haven't received the refund on my account, If i enquired about it they told us refund was initiated on 5th Nov but I have'nt received the money . Now sure whom they have paid . Only response I got we have escalated this case, But till date, I haven't received any money not sure whom to reach out in this case. Please help.
Regards,
Chandrachur
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