PhonePe — refund not reflected into my account

Address:

Sri Amarajeevi Potti Sri Ramulu Nellore, Andhra Pradesh, 524101

I have booked a train ticket in phone pe, which was then cancelled, then i need to get the refund from the phone pe, after waiting for 7 days which they said to wait for the amount to credit into my account, i checked in phone pe, it says that the amount is credited into my account, but it's not, so i contacted phone pe, they said that amount is sent to the bank and suggested me to visit the bank with the arn number provided with the refund transaction.
When i visited the bank the are saying that they didn't get any amount, and he again suggested me to contact phone pe.
Finally i don't know where the money is?