Punjab National Bank [PNB] — amount stuck in imps pnb

Address:

Thane, Maharashtra, 400604

Amount debited from my account but not credited in the receiver's account.
First of all imps is used for immediate transfer, but like this if amount stuck then who is responsible?
Pnb bank branch manager is not taking any responsibility, nobody is supporting for this kind of problem, they have only one answer that "imps is not our department, we don't know amount it, don't talk to us regarding this".
Is this the way to treat your customer.
This is my hard earned money which i wanted immediate for some use, so i used imps, but now i'm helpless as neither my money is not with me, nor pnb claiming when refund will come.