Indian Bank — refund not initiated

I had tried to pay my eb bill in amazon for two times but it was failed. The refund amount (455+455) was processed by 08/04/2019 and informed that it will get reflected by 13/04/2019. The reference numbers are 90981*78 and 90981*81. But it was not reflected till 26/04/2019. Customer care agent had told that they couldn't have access to disclose the information unless the utr code is provided. On contacting amazon, they had told that it was processed by their end and they had asked to check at the bank's end using the reference number. Incase of not receiving the refund, they had asked to file charge dispute. Kindly look into the matter..