Bigbasket.com — Amount debited twice from account

I have an account with Big basket and on 8/8/2020 for the amount of 2935. I had placed an account with Big Basket and paid for the transaction through my debit card. The Big basket app showed that first time payment did not go through and hence I once more did the payment and placed my order.

However, the amount was debited from my account and even after nearly one month the amount has not been refunded. I have called Big basket multiple times, and raised the ticket [protected] as well. They give a future date and no resolution.

I am a senior citizen and completely harassed by Big basket. I need a resolution to this.