True Balance App — not get the refund value of rs 399 back..

I have done a recharge from truebalnce on 12th of october, 2017 which was failed.. Truebalnce promise to give the refund value on time, but still now not get the money back.. It is a jio rechrge of rs 399. I am continuously contacting the apps to get the problem resolved but they are denying the amount.. Please help me to get the value.. I am from west bengal, kolkata..