Bank Of India — refund claim of pos transaction

Dear Sir, I Have Made Two POS Transaction of Rs. 549 Each As on Dated 12th Feb 2019 But The Transaction Was Unsuccessful But The Amount Was Deducted From My Account. After That I Filled a Online Application Form As on Dated 15th Feb 2019 For Refund For both transaction seperately as instructed by BOI Coustomer Care. But the Amount is refuded for only one transaction for second transaction the amount is not refunded till now
Referance No. Of Online POS Transaction Acknowledgement
1. POS[protected]
2. POS[protected]
Coustomer Care Executive says that your card is VISA card so 31 days taken for processed the amount.
I was Mailed to POS transaction department of bank for refund status But he doesn't replied
I was call ATM card department of the bank but he not received my phone call. I was called Many times but he not received
I attached Screenshot of Referance No. Of Online POS Transaction Acknowledgement and Screenshot of Mail