Union Bank Of India — Rs7000/- payment through internet banking on 27/01/2017

Address:

Lucknow, Uttar Pradesh, 226012

I opened website of "study iq" on 27/01/2017 for booking an educational pendrive. Payment is to be made through "paytm". On selecting paytm i choose payment option "internet banking", then paid rs.7000/-. Meanwhile order got cancelled and no order no generated. Beneficiary had not received any amount.
I lodged complaint no 20265800 dt 28/01/2017. I was told to wait for 7 working days. I again contacted on 08/02/2017, then i was told that your verbal complaint had been lodged and wait for another 3 working days and contact on 13/02/2017.
Sir, i could not understand the following points:-

1. When i lodged complaint online to e-banking deptt. I received reply contact on phone no of e-banking deptt. Why i should contact on phone, and my complaint was not lodged.

2. On contacting on 08/02/2017 it was told that my complaint was lodged verbal. Why it was verbal? what was my fault?

3.Why till date redressal not done.