Club Factory — refund not received yet

I have order the t shirt because of the size mismatch i returned. My order number is s[protected]. But in the app its showing the amount is withdraw successfully on 9/9/2018. I have chated with the customer care persons they telling escalated the issue to senior team. Its been 30 days the issue has not been resolved. The utr number they provided is not there in any transcation of my account. I have checked in bank also. Please its a question of customer trust. Please look into the issue.