State Bank Of India [SBI] — refund amount dispute

Address:

Khagaria, Bihar, 851204

Hello,
Sir
Amazon company is refund my amount but i can't get my money in my bank account. I also call amazon and my bank (Sbi) costumer care but no one can help me, i also waiting still 20 day's + but no response.
Amazon company tell me i also refund your balance in your bank account, but i can't get. I'm again calling state bank costumer care he told me sir this is third party transaction if you have "utr" no then i will help you, if you no have "utr" no then i can't help you. Next day i'm again calling amazon costumer care and he told me (Amazon) sir i don't have "utr" no i just give you only reference no.

So sir what can i do?