State Bank Of India [SBI] — complaint for credit card amount not refunded

My name is akansha jay parekh and i hold a credit card with sbi bank, actually i made a payment for my outstanding bill on 13 dec 2019 and the amount was 10465 rs, and then again i paid on 22 dec 2019 the same amount thinking that i haven't paid the bill so when i called the contact center of sbi they told that the second payment would be refunded once it reflects in their system or else i can call them and request for a refund so i called today on 25 dec 2019 and spoke with a rude lady called neha and explained her everything, she is telling that there is no negative balance in the card hence ahe cannot refund, she is so stupid that after seeing 2 payments for the same bill also she is telling that there is no negative balance so after that i told her that i want to spea with her manager she kept me on hold for 5 min and then disconnected the call. What kind of customer service is this and if the customer pays twice by mistake should he forget his money i want strict action against this