Tata Sky — Failure of reflection and refund of recharge

I recharged my tata play account on 15 december at 9.40am but the recharge was not reflected and we were given an emergency package.and when I contacted tata play customer care they said amount will be refunded in 7 business day and yet we have not received the amount and moreover when I
recharged asain through google pay the same thing took place and recharge was not reflected nor refunded . but tata play customer care told me that they have not received the amount. however the payment apps google pay and phone pe told me that the payment was complete