Goibibo — Non-refund of cancelled flight charges

I applied for refund of my flight trip pnr tfibpv (Chennai - kolkatta and kolkatta - guwahati scheduled for 10.4.2020) through the weblink https://www.goibibo.com/support/covid19Form. the refund request was for 7 passengers after registering the refund request i uploaded the document also. (The url is https://www.goibibo.com/mysupport/ClaimReview?bookingId=GOFLDAND47E1A[protected]) finally it was not processed and showing a message that “oops, something went wrong. Sorry, this request cannot be processed, because of some technical issue, please call us at [protected] (The url is https://www.goibibo.com/mysupport/FlightSpecialClaimThankYou). when i called the number it is an auto announcement and the same link for cancellation was sent by asking about the trip. Even after applying through the link, the same “unable to process” message is coming. I am unable to understand as to what is preventing goibibo from refunding the amount to the customer. Please confirm, whether the refund has been made to goibibo and why they are showing indigo phone number for contacting