GoAir — not processing refund

I have cancelled my flight tickets from hyderabad to kolkata on 4th january, 2019 with pnr u4hg2f which was with 100% refund as the flight was delayed by more than 2 hours.
I cancelled the ticket though customer care only after the lady confirmed me the amount i will be getting back after cancellation. On top of it since i didn't get back any confirmation text/mail i called back customer care to confirm my cancellation and refund and again the lady assured me the cancellation was processed and it will take 30 mins to an hour for confirmation text/mail.

Till today i have not yet received any response. I mailed to customer care email on 9th january, 2020 with acknowledgement no. G[protected] and after waiting for 10 days and mailed to the nodal officer with acknowledgement no. G[protected] on 19th january.

I want the refund as assured by the customer care.