Bharti Axa — refund of money paid towards a new policy on travel insurance

I tried purchasing bharti axa's travel insurance policy through their online portal three times between 10 feb 2020 and 11 feb 2020. While the amounts were debited from my bank account all the three times, bharti axa portal just popped up with "transcation failed" messages. As on 12 feb, i don't see any refunds of the amounts that were deducted towards buying new policies, nor do i see any communication from the company on the above matter. I spoke to their sales team that was more interested in selling me another policy and wouldn't connect me to their customer care service. Customer care numbers aren't reachable as bharti has changed their ivr menu recently. As of now (12 feb), i have no clue where my money has gone and how it would be refunded to me. Bharti has so far been unhelpful in this regard. None of my communication using their online chat functionality or customer care has responded on this.