True Balance — Recharge not done but money gone

Hi team, i have recharged my father's mobile number on oct 4th 2021 through True Balance app. But the recharge is not done by the service provider. But in True balance app it shows the recharge is successful. I have checked with the service provider and got Recharge Failed notification in the service provider app. I mailed to true balance customer care with this proof so many times but they told recharge is successful from their side.

Note : The recharge is failed actually. But my money not credited back yet.