Oyo Rooms — Refund not initiated / Not giving Refund

My booking id is AQ8L2656, i made a booking on 22 August and when we reached the hotel they were charging extra money to us for Staying in the rooms, so we made a call to the oyo helpling number and they cancelled the booking and promised us full refund but now when i am calling on their helpine number, they either put me on hold or say we can not help you,
My contact details are - [protected], [protected].
i am going to file a bigger complaint in consumer forum if my problem is not dealt with .