PhonePe — regarding fund transfer

Address:

Ratnagiri, Maharashtra, 415703

Hi phonepe,
I have transfer a fund to my friends on 4th jan 2019. The amount got deducted and not credited. And i have register a complaint same day and you have register my complaint and said our person will call you with in 5 hours but return call came after 24 hours. The person said that it is not our mistake it is mistake of bank wait for 3 - 4 days and your amount will be refund. If not go to bank and contact there and same person is saying that you don't know the process of gateway and how transactions will be there first off all make knowledge about transaction and talk to us his name sarvesh and further details he has not provided. Is this way to talk to a customer?
Still on 7th january 2019 i have approach to bank and i have register complaint there also and they said that from our side the process has completed. Further process phonepe has not done.
Now almost 6 days has completed still my amount has not refunded.
As per rbi rule if you see if the fraud occurred regarding transactions within 24 hours the amount should refund and with in 3 days still the process has not completed the company should pay the amount to customer.
Mistakes of phonepe as per rbi rule if any fraud or complaint occurred the person can register 24/7 and 24/7 you should be available to the customer and you people are not providing only up to 11:00pm.
If people want to talk to you, we want to wait up to minimum 5 hrs. Is this way to provide service?
And finally my ticket which provided is 35167769