Netmeds — Money deducted but payment not processed by them, yet no refund after 4 months

While making an online payment for the order (id[protected]W), money was deducted from my bank but was not processed by their faulty gateway. I made second payment to complete my order. This happen in month of May 2022 and now even after almost 4 months they are not refunding the money. I have contacted more than 5 times over email and phone. Emailed them all screenshots of transaction and payment proof they asked, still not resolved. Every time i contact customer service they would either ask me same transactions details again or would say that they are still investigating.
After failed payments, money should be automatically reversed by them, instead i have to give all screenshots, contact numerous time, yet no result. I don't understand what kind of staff and accounting system thay have. They receive unaccounted excess money and they don't bother to check.
This is not the first time it happened. Exact same issue happened during my pervious order of April. I belive this is the new way for them to make money. Can't belive a company can hold refund for 4 months and still no resolution.