Swiggy — refund not initiated for a failed order

Please note that there was a failed order from swiggy on 24may2019, as did not receive confirmation of order after bank transaction, but the amount of 593 was debited from my account. I immediately contacted the help centre & was given a response that it may be due to technical faults & refund will be initiated.
Even after 10 days, i did not see a refund & when tried to speak & chat with the issue, no proper response was given, & they insisted me give my order id... Which was not given to me at all..

Bank says amount is debited, swiggy says we don't have id, then where did the money go. Then why did they tell me that refund will be initiated??
I am a regular customer of swiggy, it is such a bad experience...