Uber India — refund related issue

Address:

1116, Sector 14, Gurgaon, Haryana, 122002

I ordered a cake order #f5b9d.
The delivery guy cancelled the order. I tried to reach him but can't get through.
I couldn't get the cake moreover it was a prepaid order.
When i called the customer executive they said that they have initiated the refund. I have been waiting for 7 days but no refund received and now when i am calling the customer executive she is saying that i won't get the refund. Either they should have told me that i won't get the refund on that day itself. Now after assuring me about the refund they are telling me that i won't get the refund. I have the voice recording of the calls with the customer executive with me saying that i will get the refund within 5-7 working days.