Medlife — Not able to transfer cash wallet to bank account

I have placed an return request for the product and they transferred the cashback to my medlife cash wallet. Now I want to transfer it to bank but the eligible amount to transfer is showing zero. Its been 15 days whenever I call their customer service every time they gave different reasons or different time period for process but still no action taken. Customer service is horrible here. They do not have any responsibility. I want immediate action.