Punjab National Bank [PNB] — refund balance

Address:

123021

Dear sir, in my account rs 13099 is refund money of my purchasing is credited by amazon india at 27/04/2017. Which should be reflect in my account 18/12/2017. Many times i called customer services of punjab national and also visited home pnb branch (Ateli mandi) with refund reference number #hsbcn[protected] for rs.13, 099.0
But they denied to take complain and process of charge dispute file. Kindly provide me proper solution and guide bank to locate my refunded transaction.
Yours