Billdesk — Amount deducted from Paytm but services not received

I did the payment for the renewal of my two wheeler via paytm and after the payment was done successfully the page did not respond and I did not get any sort of confirmation regarding the services I paid for.

Now, Paytm says - your transaction was successful and you need to check with Billdesk for more details. Bharti Axa said, we did not receive the payment please check with your bank or Billdesk.

So, what I believe now is, the money is with Billdesk but they are not willing to pay it back on their own.

Transaction details:

Insurance company - Bharti axa
Paid via - paytm wallet
Date of txn - 28/11/2020 12:39PM
Paytm Order ID : VPT[protected]
Paytm Transaction ID [protected]

I wrote an email to [protected]@billdesk.com on 29/11/2020 11:51AM and got a response from them on 01/12/2020 7:39PM that they are awaiting feedback from the bank regarding the status of this payment and will revert in next 2 working days. But I never heard back from them.

Its been a week now since this incident has happened and no one is willing to take the responsibility and refund the money back.

I request you to please take this to the concerned team and get it resolved at your earliest.

Thanks!