Club Factory — refund not received in bank account

I ordered a bag and received the refund amount in club factory balance on 19th July but when I transferred from club factory to my paytm account, I did not received it. It does not reflect in my paytm account. I cannot even view that if I have transferred in my own paytm account or have done the wrong transaction. I am asking them on chat support but no one is replying. I also called on the customer support number but I guess it is not taking the input that I am entering. Can you please help.