Sundirect — failed transaction

Address:	Chennai, Tamil Nadu
Website:	www.sundirect.in

I made an online payment of INR 2050.0 with Transaction ID [protected] towards payee Sundirect/CITRUS PAYMENT SOLUTION from my
Account for smart card number [protected] which failed on Feb, 09, 2018 at 05:21.

When the money wasn't reverted to my account, i sent a screenshot of my bank statement to them.
Instead of Sundirect dealing with bank/payment gateway for this transaction, they made chase the bank and merchant provider for more than a month.
I had to write literally more than 50 mails, make 50 calls for coordination.
I still haven't got the money and they raise a new SR nearly every-time I call and close this this SR the following without even making a proper attempt to reach me.

A customer shouldn't chase up a failed transaction when the payment service is determined by the merchant and customer has very less transparency over this.

Also the Sundirect customer service is hopeless and have zero coordination among themselves .

Kindly take a look into this issue and take action against them.