Railwire — Amount of Rupees 588 debited but recharge not done on 15 December' 21.

I have written to the itmssupport but to no avail. They have asked me to share my bank statement on 12.01.2022 after so much of correspondence, which I am not comfortable sharing. Why is the team not able to check if the amount has been refunded or not? Why can't they accept my word, when I am continuously telling that the amount has not been refunded.
Thank You.