Tata Sky — Transaction was successful and the amount was debited, but not reflected in my Tata Sky account

I recharged my Tata Sky account for ₹3324 on Nov 1, 2020 via BHIM UPI. I made 2 transactions, first one was unsuccessful as I entered my PIN wrong (1:18 PM), and the second one was successful (1:35 PM) and the amount got debited. When I returned to Tata Sky app, the payments page was processing and after it was done loading, it was a blank white page with only a ‘Done’ option on the top left corner.
And then a file named "paymentReceiver" was downloaded, which was 0 bytes. Then, I gave the 'Done' option, the popup closed and I was in the home page. When I checked the balance, it was not reflected. There was no entry in Tata Sky app's Transaction History either.
I spoke with two support people, and both mentioned only the unsuccessful transaction which was done at 1:18 PM. One of them said there was no such entry for a transaction at 1:35 PM.
I am requesting the technical team to look into this, whether there was any issue in the second successful transaction that I made, because the blank page that I got was unusual and I have not seen that in my previous recharges.

I need a full refund or a successful recharge in my Tata Sky account, so I am seeking your help.