RBL Bank — Non receipt of goods ordered against points accumulated in credit card

I had ordered a Bajaj JMG in the rewards redemption section and my order no RBLSH 1330585 PRICE 3135.00.On 12 th October the reward redemption fee of 99.00 was debited to my card.Order was placed on 9th Oct 20.After that repeated enquires, emails and tweets have been going on with the Bank but till date neither the goods have been received nor the points deducted have been returned to me.