State Bank Of India [SBI] — refund denied

I had purchased a product from amazon on 26th october 2019 for a total of rs.1, 199 which was paid using sbi debit card. Due to some problem i requested for a refund and the same was initiated from amazon's side on 29th october 2019. A mail was sent to me regarding the same from amazon's side. Then after a few days i got another mail with the refund reference number stating that the money should be reflected in my account by now if not contact your banks customer service. I waited a few more days and as the refund was not credited. I contacted sbi toll free number and spoke to a customer service associate about the same. The csa asked me whether i got a refund reference number, i said yes then she blandly told me that the refund reference number is of no use to them. I asked them why the csa didn't even bother to explain. There was no sort of response from the banks side.