BSNL — refund not received since recharge not successful - bsnl

I tried to recharge my friend bsnl number twice but recharge failed both times. When i tried to check the refund status it shows that the refund is initiated but as of now i didn't get that refund amount. I tried to recharge in bsnl portal site on 14th feb 2020. Paid via paytm rupay platinum debit card. I mailed bsnl customer care but i didn't get any reply from them. Afterwards i called bsnl customer care they answered very irresponsibility. Really frustrated with bsnl. I need refund for that transaction. At the same time when i called bsnl customer care, she didn't ask any details regarding that transaction, she said wait for 2 days or else contact nearest bsnl office. She didn't pleased she ordered me, is this the correct way to reply to their customer.

Please help me to get with that issue. Herewith i've mentioned the transaction id, date for your reference.

First transaction:
Transaction id: pgsm[protected]
Transaction date:[protected]:06:04.0

Second transaction:
Transaction id: pgsm[protected]
Transaction date:[protected]:57:44.0