Billdesk — Money deducted from bank account but transaction failed at billdesk

Date of incident - 01/13

Merchant - Kerala vision broadband

Description :
I have done a recharge for Keralavision broadband via billdesk using gpay on 01/13. For that transaction, amount of 588.82 is deducted from my hdfc account. However, it is not credited to broadband account due to failure on billdesk. Please find reference number below. I have attached gpay screenshot for your reference.

Txn ref num :[protected]

I have waited for few days to see if refund will happen. But, it is not yet refunded. I have contacted hdfc bank and they mentioned that money is already deducted and further action possible only if I provide proof of non-receipt of amount in merchant account.

Desirable resolution : refund