Ola Cabs / Ani Technologies — Not giving me my money back even after accepting their mistake

We took a ride on Aug 3rd 2021, where they charged us 517rs extra. After talking to multiple representative they finally said it is their mistake and we are eligible for a full refund of 517 on Aug 20th 2021. However they are still not calling us or giving us details about how are we getting a refund back. There is no way to reply to the message they sent us since they marked us resolved. Even after calling them so many times they give standard dialogue that wait for 72 hrs someone will contact and yet nothing. Whats the hold up after accepting you mistake. this is ridiculous