Club Factory — never refunded my amount and told that someone has withdrawn the same from your account.

I placed an order with club factory and they delayed in delivering the same, and when i received the product, i had to return the same because of the quality. But they were giving the refund in club factory app. So, before initiating refund, i confirmed from their executive through chat. He assured me that firstly the balance gets refunded to cf app and then you can withdraw the same to your paytm wallet or bank account. And its been a month now but i have not received any refund. Whereas the app shows your amount has already been withdrawn. Upon asking the customer care executives, they refuse to help and keep on repeating the same thing that we have refunded the amount and somebody from your family might have withdrawn the same. I inquired with customer care they said it's been transferred to paytm number and the email id linked with that is [protected]@clubfactory.com how can i have an email id with their domain, i don't wok for cf. All they say is amount withdrawn and it's hacked by someone.