Maharashtra State Road Transport Corporation [Msrtc] — regarding didn't receive refunds against tickets

Address:

Thane, Maharashtra, 400602

dear sir / ma'am,
I booked two ticket s to travel for thane from chiplun . The ticket fare get deducted but i didn't get any tickets against those transactions.
The booking details are as follows;
1) bus name - guhagar - bhandup @7.45 pm,
Deducted amount - rs. 771.92/= @ 12 pm to billdeskmsrtc
2) bus name - chiplun - thane cbs (Semi-luxury) @ 5.30 pm,
Deducted amount - rs. 902.25/= @ 2.45 pm to billdeskmsrtc
after continuously taking followup regarding refund via calls & mails, i didnt get proper help from respective staff. Whenever i dialed that toll free no., one of lady always told me that refund get credited within 7-10 days.
But on website, in faq - from reference q.14 , they have clearly mentioned over there that money will get refunded within 7 working days
now 12th day is running out & still i didn't receive

My ticket fare get deducted but i didn't receive my reservation ticket from your site.

Today i have sent reminder on mail & also called them again on toll free no., after 12th days one of ladies get registered my complaint today & also said that will have to wait for more 7 - 10 days for refund.

How many days should have i wait for this process???

Kindly look in this matter urgently.