GoAir — refund not being processed. airline doesn't even reply

I had my flight with goair for three passengers from lucknow to delhi (G8188) scheduled on 27 dec 2017. The pnr for the same is lbvdpk.

Due to some operational issues at the airport the flight was indefinitely delayed. After waiting for a few hours and checking regularly with the goair lucknow team i was told that there are very less chance of the flight actually flying. They told me that i can get my booking cancelled and they will process a full refund.
So i went to the goair counter and got my booking cancelled. I was told that they have initiated a full refund and i will receive the amount in my card.
When i checked my card statement i found that no refund was received on my card. So i checked with the goair customer care team, i am being told a different story.
I am being told that airport staff can't cancel the ticket and i should have contacted the customer care later and then they would have processed the full refund. Now since it has been more than 7 days, they won't be able to process from their side and asked me to contact you.
I have no idea why this is happening. Is it the goair staff at lucknow have no idea of goair policies and they are misguiding the customers. They should have clearly told me that, i should contact customer care instead of telling me that i don't need to do anything.

Please ask the airline to initiate the full refund for my ticket. Also ask them to educate the staff at airport to be aware of company policy in such cases.

Regards.
Sumit