Vodafone — Uncredited recharge refund

I have charged my vodafone idea no. on 22nd July 21 with Rs. 447/- and expecting your service to be credited. Unfortunately it didn't happen so far and no refunds were received at the bank account where I have done the payment from. Subsequently, I have charged again to resume the services.

Since I havent received the credit back to my bank after 7 days - as expected, I had taken upo the case with their customer care by sharing my bank statements through email. I have assured with appropriate action soon and advised to wait for it. Since, that was not happening after the expected time - I have taken up the case again with customer care and received a somewhat unusual response that, their bill desk hasn't received the credit advising me to take up the case with my bankers - is it the customers responsibility to find the whareabouts of a financial transaction done online - where ordinary customers have little or no acces to such systems ?