Punjab National Bank [PNB] — Not crediting my money in my account

Address:

Millat colony,chakradharpur,Jharkhand

I purchased one pair of shoe from Amazon and paid the amount of Rs.499-through PNB debit card but I cancelled the order the same day. I asked the Amazon cc about the refund, they said it has been sent to my account and provided me with the refund reference number and asked me to call the bank's customer care. I called PNB cc 4 times but everytime the person said they don't know what these things are and they can't help me with this and asked me to contact the branch. I submitted a complaint at the branch but they aren't taking any action. Please let me know about the proper solution for this problem asap.

My no. [protected] is linked with both amazon and pnb account