Idp Ielts — Refund not returning

Address:

Global Gateway Towers, Tower-B, 5th Floor, Sikanderpur Ghosi, Sector-26, M.G. Road, Gurugram -122002 Haryana, India

I made a payment to Website IDP but they didn't receive later amount was credited to their account but now they are not refunding without chargeback email from sbi and my branch manager is saying we don't have this facility.
Hello sir, mam
I want to highlight my complain I made a UPI transaction Gpay on 24th July 2023 to a IDP website for my exam at the time of payment my amount was deducted but registeration for exam was failed so i called there customer service and they said that money will be refunded within 5 days I waited for 5 days I didn't receive my refund then i contacted sbi customer care they raised charge back from beneficiary bank they asked 15 days time and i waited still they didn't refund.
now Idp refused to refiund my 16, 250 without chargeback email from bank and bank says we dont have any facility regarding this.