Punjab National Bank [PNB] — refund not received but initiated from amazon

A refund of sum of rs 687 to be credited to my account till 28/11/19 initiated on 19/11/19 from amazon. They initiated refund from there side but not credited to my account yet. They also provided a reference number.[protected]. I called amazon customer care they told they payment is pending from bank side because they have done payment to bank from there side. But when i called pnb customer care service they refused to even check that there is delay from bank side. They were only telling last transaction and balance available. When i told to check through reference number they refused to do so by saying that the can't check any payment status with help of any reference number. Bank is not even ready to listen and resolve the problem.