Ibibo Group / Goibibo — excess baggage

Website:

www.goibibo.com

I had booked a ticket (Pnr - j1hj2l) and had paid for excess baggage worth 50kg. When checked with airlines, they said they had not received any money for excess baggage, hence i had logged a support ticket with goibibo - ticket number 25379879 on 1st nov'18. I was told that it will get resolved within 2 hours but it's been 11 days and i have not received any confirmation yet. Infact, when i call goibibo, every time i have to repeat the entire story to the goibibo support folks (Seems they don't log the details of an issue in the ticket) and i get a standard reply saying they will need 2 days to get back. Please help. This has caused a lot of harassment for me!