Mobikwik — refund not received 13 days passed

I made a payment on realme.com from mobikwik wallet of rs 19998, the transaction failed but the amount debited from my wallet. I reported the issue to mobikwik and they asked to wait for 7 days already 13 days have been passed but the issue has not been resolved.

Date 1 feb 2020
Transaction id: mb[protected]
Amount 19998
Wallet no. [protected]

Please refund the amount asap.
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I do payment on 7 February on 7:58 pm but it show pending and after show wait for 48 hours but after 50 hours it show pending. Please help otherwise bank charge fee

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