Mobikwik — faulty transaction

I am mobikwik wallet user, on 27.02.2019 i had made an transaction of ₹2000.00 from my debit card to add the wallet balance. My account was debited by ₹ 2000.00 but wallet balance is not credited. I had lodged the claim with mobikwik customer care by raising the ticket & mail however there is no response from mobikwik. Mean the time my wallet account has also been disabled and existing account balance of ₹404.75 has also been made nil.