Punjab National Bank [PNB] — problem related to refund from amazon

Address:

Ghaziabad, Uttar Pradesh, 201001

I purchased an ipod from amazon on 25/06/2019 and done full payment by phone pay but order was cancelled son same date 25/06/2019 and now amazon is saying that refund has been sent to bank. So contact customer service and file charge dispute they had given me a no. Refund refrence #[protected].
But bank customer service is saying that they can file nothing like charge dispute and they can only check if money came to your account or not.
Same behaviour by branch also.
I really don't know what to do where to go.