Indian Gifts Portal / Intermesh Shopping Network — Refund

I placed an order on 6 august, my money was deducted from my account but the order wasn't placed according to the app. so i asked for a refund. after constantly having to email them about the refund, the refund was initiated, after a week, it still didn't show in my account, after asking the customer service, they said the refund was initiated and i was supposed to ask the bank where the refund is.

how is that customer service if i am supposed to do all the work that they should be doing. and why should i be enquiring about my refund status when its their responsibility to make sure that the money is refunded or not.