Aircel — Not yet received the refund and social team says concern is resolved

I had registered a complaint regarding deduction of balance on 4th july and 7th july respectively. for which i got several replies from aircel social media team saying that my balance will be refunded, the same thing was also said by the customer care executives nisha assured that my balance will be refunded today. but still my balance hasn't been refunded. my aircel number is [protected]. the complaint numbers are 1-[protected] and 1-[protected]. now when i called 198 the customer care number they are saying that they couldn't process the refund. firstly these guys are assuring for the refund then the same people are saying that we couldn't process it, what's this going on by the aircel team. its really very annoying. i want my deducted amount of ₹ 12 as soon as possible...