Bank Of India — Amazon refund initiated but my bank is not helping me to get my money back in my account

Address:

Jagriti vihar sec-5 Meerut, near LLRM medical College, 250004

I ordered a phone on 10 Feb from Amazon which cost me 17190, unfortunately the order was cancelled automatically by Amazon and Amazon initiated my refund for the amount of 17190 on 11 Feb but I this amount has not been reflected yet in my Bank account after 12 days, bank is not helping me to solve my problem, they are just giving me false excuses