Indusind Bank — urgent: refund not received for card upgrade deduction

I received a call from customer care informing me that a card upgrade was necessary, and an amount of ₹10, 000 plus ₹1, 800 GST (total ₹11, 800) was deducted from my account on September 2nd, 2025. I visited the nearest IndusInd Bank branch, where they raised a complaint and assured me that the refund would be processed within 15–20 days.

However, even after 20 days, the refund has not been processed. When I followed up, I was told to raise another complaint through the video branch, but the app is not functioning properly, and customer care is also not responding. This situation is extremely frustrating and unprofessional. Kindly resolve my issue at the earliest.