Swiggy — haven't received refund for a failed order

I had placed and order on september 13 2019, and the order wasn't placed but the amount got debited from my account. After contacting the company through their app several times (4 times) i was told that it will take 2 days and then it increased to 10 days. It has been 15 days and i still haven't received my refund and i was asked to contact the bank, which i did and the amount was not debited. All i am getting through their app is their apology and how sorry they feel and that my concern will be raised to the higher authorities. I was told i would be contacted and i haven't been contacted even once. I am not being given any relevant information about the query that i raised.