Kotak Mahindra Bank — money deducted from bank account but transaction failed

Address:	Faridabad, Haryana, 121002
Website:	Kotak 811

I have tried to pay my BSES RAJDHANI bill from kotak 811 app using bharat QR code on 18th July and 29th July but both time transaction failed but money deducted from bank account now the story of customer care
24 July complaint has been taken with reference no. 1-[protected]
28 July complaint closed please take merchant proof for transaction failure
31 July sir give me few minutes I will call back
2nd august (new person) sir it will take 2 days for me to understand your concern
4th August original first person sir provide me proof for both transactions I will revert in two days time
4th August refund for one transaction has been credited but not clear for which transaction
5th August transaction closed
8th August sir I have taken your complaint will revert to you.
10th August sir one of those transaction was successful but we can't tell you which transaction and we are not even clear about for which transaction refund has been given to you we can't help anymore contact nearest branch

###### this is an online account so if you can't help on simple issues of reversal of transaction you should close the bank.
I am adding screenshots of transaction so that others don't lose their money.