Google India / Tez — amount not credited to beneficiary account

My wife (Sajitha) transfer 12, 500/- transaction on 11/11/2018 via google pay to his cousin SBI account. Upto now amount was not credited to his account and cash debited from our hdfc account, not refunded yet

I already informed (many times) Google pay customer service department and send many emails. Always getting same response like we are escalate, checking, etc but no proper action.!!
How to get my money back?
We need to go consumer court? really fed up with your service.
Your immediate action will be highly appreciated
Thanks
Vipin
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    +91 80 6721 8000
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    No #3, RMZ Infinity, Tower E old Madras Road, 3rd, 4th and 5th Floors, Bangalore, Karnataka, India - 560016
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