ICICI Bank — Money debited from my account not yet reversed despite rejection by Merchant bank

Address:

Mumbai

On 25th March, 2023, a transaction was done from my ICICI NRO account. The transaction successfully debited money from my account but was rejected at the merchant's end (merchant - paytm-agoda), stating that the payment was done using a Mastercard. Due to the ongoing issue with Mastercard, the payment was straightaway declined but ICICI has been confirming that the payment was done successfully.
Despite submitting proofs of debit from my account, confirmation from the merchant stating that payment was declined at their end, ICICI has still not credited back the amount to my account.
Agoda, a travel booking website, operating globally, has provided written confirmation via email that payment was declined and my hotel booking also was cancelled.
Money has been debited but I have not got the benefits of the service expected to be availed. Also bank has not been responding to any of my mails nor providing a proper response over the customer care calls.