State Bank Of India [SBI] — sbi online imps transaction failed and amount deducted amount not reverse and customer care department not registering the complain regarding this

Address:

A-52, 201301

Hi Concern,
I have transfer the amount from sbi account on[protected] through Internet banking via Imps in my other bank account which is kotak mahindra bank and the transaction amount was 10928/-, that time it was showing transactions successfully done after that I received a msg that transaction timed out pls contact to your bank. I have called to customer care representative on 15th June only an tell about my problem they have suggested to wait 24hrs it will be reverse back to your account automatically I have asked to them tomorrow is Sunday it will be done in week off so they have confirmed it will be done.After 24 hours again I called to ccr on Sunday they again told me your time has not completed wait till today 12 pm for automatic reverse the amount after that only we can raise your complain. I have waited I have not received my deducted amount and again I called on Monday mis Neha ccr told me you have to wait transaction + 1 Working dayfor reversal after that only we can raise your complain. Again I have waited and called again today to Customer care representative to file the complain about my deduction amount but they have denied to do it because as per rule I have to wait 3-5 working days to raise the complain after that they will take my complain and it will take 10 days to resolve it. Every time they changing their statement I have asked to check the details but they are unable do it as they have system error and could not able to tell me any thing again they asked me to call to check the status and they have have not raise my complain. I was an emergency that is why I was transferred the amount to my other bank they are not understanding the situation of customer and they molding the customer with their different different statements. I m really frustrated with this activity of sbi. I need my deducted amount back. I am attaching the recording of calls that I had with ccr and the msg I received form sbi bank for the reference. Kindly take some action and resolve my issue ASAP.
Note- I am unable to attached audio files of conversation between me and ccr

Roushan Jahan
Account no [protected]
Branch Sbi khagaul

Regards
Roushan Jahan