PhonePe — refund not reflecting in bank account

Address:

110021

I am a phonepe user since oct. 2018. I did the transaction for paying electricity bill through phonepe on 5th july, 2019. I paid the money for bill from my atm card and after paying money transaction was under process for few hours and after that transaction failed. My money was deducted but refund not reflected in my bank account until now. I told to customer care representative about the issue but they give me arn number and said to go to bank and ask him for charge back form. I went to bank and ask about arn number but they are saying that i can't trace with that number. Now, i don't know where is my money stucked.
So, i request you to help me out regarding this. I am also attaching some pictures for your reference.