PhonePe — metro recharge

I have done a recharge for my delhi metro card on 03/03/2019 and the status of the recharge was pending, but the amount was debited from my account but the recharge was not successful. Even i have earned a scratch card for that transaction on phonepe. But now it is not showing any transaction like that in the transaction history and the recharge is also not processed as i have checked with delhi metro for the same. The customer care is not responding. They're just asking the transaction id. If the transaction is not visible in the transaction history, neither i have received any mail regarding that recharge, then how would i provide them the id? I even have provided the transaction id of the scratch card to get the link from that and have even provided the transaction id anyhow, but they are just circulating the same message again and again and now after one week, they say that the recharge was successful. But then why isn't it received by the delhi metro and why is it not visible in the transaction history then? Hereby attaching the images of the delhi metro machine as well as scratch card and other details i am having.