Bengaluru Metro Rail Corporation [BMRCL] — Complaint no 73118, money deducted from my acc but didnt show up in their system

On jan 27, 3:34pm, i made a transaction of rs500 in the attiguppe metro station hampinagar side counter to recharge my metro card. money was cut from my account but it did not show up in their system so i was told that recharge cannot be done. then i went to help desk and they suggested me to wait 24h in hopes of money being refunded. next day, around 30h later, i did not get my money back. i went to help desk again, they gave me a helpline number and travel help email id.
i emailed them the situation with all the proofs of my transaction, bank statement and transaction details too. after 1 day they replied asking for my metrocard number. i sent it, then it was just two days of silence. so i had to call them, explained my situation and after a long talk they asked me the card number again, and this time they redirected me to their complaintcell email id.
again its been few days and i havent heard a single response from them regarding my money.
this is such a shame from the concerned management, i as a student find it really hard and annoying when im treated with such carelessness and lack of proper accountability. experiencing so much delay, and lack of procedure and open-ness also forces me to suspect corruption in the system and management.
Please take the necessary actions fast, i need my refund.
complaint number 73118