Bank Of India — transaction failed but money not refunded

Address:

Jaipur, Rajasthan

On october 13th i made a transaction of rs 5000 from phonepe upi app. I tried to transfer rs 5000 from my bank of india account [protected] to state bank of india account [protected].
The money was debited from my account and the transaction status was kept pending for 5 days and they told me the money is safe we will process the transaction in few days you need not worry.
After 5 days i got a message from phonepe which is written below
Hi, we are sorry about the trouble. The transaction p1710132231584446497538 has failed and the amount has been refunded to the source account with the utr[protected]. We request you to check.
When i checked my account the money was not there. Phonepe is claiming that they have refunded the money then why the bank is not reflecting money.
Kindly do the needful. I am in urgent need of money.