RBL Bank - Amount not credited back in my credit card

My wife Akansha Parekh holds a credit card with your bank , on ** nov **** around **.** she did a transaction of Rs ***** /- which was debited from my credit card but not credited to the merchant account

She called contact center numerous times and every time she got a new answer , like it will take * days for the amount to be credited back to my card , some executive told it takes * working days and some even told that it takes * working days , I guess everyone has a got a different training in your bank ,hence everyone is not on the same page , today when she spoke with the floor Supervisor Ms Kaur she told to send a dispute form , she explained her that the transaction is still not settled , but she was very adamant abd said that of I want my money back then I will have to send a dispute form , hence I am attaching the dispute form , proof from the merchant that he has not received amount , and also the rbl statement which shows that the transaction is not settled yet
I would like the management to take strict action against your employee who gave me wrong answers because it was very mentally frustrating and I am in a dilemma that who is giving a right answer and who is not , hence I am marking this mail to you ,so that your team can investigate further and I can get my money back in my credit card