[Resolved]  MakeMyTrip India — refund of 1500 not received

I had made a hotel booking for 2 nights in goa through make my trip on 7th jul'19. The booking id is nh[protected] and the name of the hotel was country inn and suites by radisson. The full amount of rs. 11, 245 was paid from my axis bank card. Later the same day i called make my trip and requested for an upgrade of my room category. I spoke to the agent named urna and she checked with the hotel and told me that my room would be upgraded to deluxe at rs 500 extra per night which has to be paid at the hotel directly and as a special offer mmt would refund me rs. 500 to my bank account. I agreed and asked them to proceed. I was assured that the upgrade was done and i received an sms from mmt confirming the charges and the refund amount. On 23rd jul'19 a day before my trip i called the hotel to confirm my stay. To my rude shock i get to know that mmt has not intimated the hotel about my upgrade. I called mmt and spoke to several of their agents who confirmed that the upgrade was not done and they denied that i was given the offer of 500 refund. I was then connected to a supervisor vivek who checked the sms records and confirmed that i was sent this message. He however then checked with the hotel and was informed that the mmt agent had given me wrong information the upgrade charge was 1000 per night and not 500 per night. So mmt has misinformed me about the charges assured me an upgrade offer which was not done. Since there was misinformation given, the supervisor agreed to process a refund of 1500/- and i would have to pay rs. 2000 to the hotel directly for the upgrade to which i agreed. I again received the message confirmation that my refund has been processed. However, till date the money has not been received. I called mmt several times my case was escalated to their customer delight team as well but they cannot provide me till date the exact date when the transfer was done to axis bank and what is the transaction id. They promised me call backs and i have not received any call backs. I paid the 2000 upgrade charge at the hotel and have not yet received my refund of 1500. I have even emailed them my bank statement as proof that the money is not credited.