Yes Bank — money lose - no response - simply hold the call

Address:

600097

I booked twice the movie ticket from yes bank on 1st october 2017, the error got from yes bank webpage "duplicate request" but my money debited rs.380 twice. I phoned to customer care, they told before october 9th, your amount will get refund. Today, i call to customer care, they simply told on 3rd october 2017 the money credited to your merchant. Whats the logic here? Is this neft/imps transaction to send the money again? Its a booking transaction once it gets failed the money will credit to the owner account. But these peoples did it wrong and simply said we credit the amount to merchant. You ask to merchant.
I'm using yesbank for last 1 year. But this is the first time i get this worst issue.