Mamaearth — Did not received refund

I didn't received the refund amount in my account. Related to this issue I have contacted the branch but they are extremely unhelpful and their behaviour is like I should go to the merchant and get it cleared.

I contacted the merchant as well but they have clearly mentioned that amount has been transferred and also have shared the
Refund Reference number but the bank is like we can not do anything and I should be contacting the merchant only.

As you can see in trail mail it's been approximately 3 months and I did not get the amount refunded and not any help from the bank as well as the customer care.