Mobikwik — payment made but not credited to beneficiary and not provide refund even after 1 month of chase up

Dear sir/madam,

Trust you are keeping well,

It's been around more than 4 weeks now that i have raised a concern regarding my payment of 3000 inr dated 4th oct, 2019 but still cannot see any progress from mobikwik help desk so writing you as an escalation.

Scenario is as follows,

1. I made a payment of 3000 inr via upi on 4th oct, 2019 towards my citi credit card bill.
2. Unfortunately, amount was not credited on card but got debited from my bank account, please see attached screenshot.
3. To get this resolved i contacted mobikwik customer service/help desk to check on how we can sort this issue out.
4. With this i had the worst ever experience with any of customer service in my life,
I) they do not pick calls, i have to wait for around a hours.
Ii) sometimes even after waiting a hour they simply disconnect the call, that is very ridiculous and annoying!!!
Iii) these guys don't know what impression will this put on customers!!
Iv) when i written emails i got irrelevant answers. They are asking me to contact bajaj finserv!! But there is no connection with bajaj finserv here then how even could they write this in their email??? Don't they know what an email is worth of?? They should know an email is a written confirmation and an official document that can be used against you!!
V) every time i call i need to explain while scenario again and then they ask for more time to resolve this but still not able to get this resolved.

Please help!!