Policy Bazaar — money not refunded after cancellation - 6 months over

Website:

Policybazaar.com

I had paid for car insurance from kotak which was cancelled and the amount was supposed to be refunded, i have received no arn number but this information:
Please be informed as per the status refund was initiated on 29 june on your citi account, below is the confirmation for your reference:
Pbref0t[protected] from
The email was received from
Sagar pant, customer relationship team, policybazaar.com
Toll free number :[protected]
I have checked with the bank and they have informed me that no such amount has been credited even after six months.