Reserve Bank Of India [RBI] — refund not received

Dear sir,
This is for your kind information that i purchased some product from amazon rs 1999/- but due to some problem order was cancelled.
Amazon process the refund on date 20/04/2019 and confirm that the refund is process successfully on date 21/04/2019.
But refund is not received till now 11:00am on date 29/042019.
I contact to manager sbi bank, 120/12 vijay path mansarovar, jaipur but she refused to me to give charge dispute from. She also said that you can't fill the charge dispute form. She also said that you can fill the charge dispute form only debit related problem not for refund related problem.
Please help me in this regards.

Thanks & regards,
Mahaveer prasad sain
[protected]
Mahaveer. [protected]@gmail.com