Mobikwik App - fraudulent txn

On **nov**, fraudulent txn of Rs ***** through mobikwik zip wallet linked to my no **********, described as towards my ICICI visa credit card (xxxxxxxxxxxx****) bill payment and also later successful status confirmed by sms/mail but no such amount was credited to my ICICI card( statement attached). The txn occured despite my blocking the usage of zip limit on mobikwik app after I rec'd multiple txn OTP sms for zip wallet txn.
Despite rigorous followup after promptly informing mobikwik, no resolution has been rec'd and mobikwik has spoilt my impeccable cibil score from approx *** to *** despite **% on time payments as per CIBIL. Adding the interest on the amt has increased the due amt to Rs ******. How can an honest army officer pay this amount. Also harassing by repeated calls, mails and verbal threats and rudeness, not ready to listen anything. Also one of such recovery agent even told me that mobikwik has rec'd reversal/refund of Rs*****( screenshot),but he's una le to understand why amount is still shown as due, and adv me to contact service centre for resolution. I have really tried hard to clear the matter amicably but alas nothing has fructfied . So pls help me. All screenshots are easy to comprehend and I m sure u will give me a long due resolution and direct mobikwik to rectify the transaction and also steps to correct my cibil score asap .
PS- All my ** credit cards and multiple loan accounts are currently also regular without any default.