IDEA - IDEA not refunded money for failed transaction

I have paid bill on ideacellular.com on **th Sep amounting ***.** but it was not received by IDEA.I have provided proof of debit transaction from bank,bank statement, even confirmation from their payment portal ccavenues also but still IDEA refused and threaten me to stop services so I had to pay *** rupees in cash on **th October. For their mistake I had to pay late fees of ** rupees also in next bill. My issue is still unresolved . Bank and payment portal both responded swiftly and gave me response within * days, but IDEA is not giving any authorize statement.They are neither refusing nor accepting that transaction has been done.I asked repeatedly to appellate authority also to mail me statement that they have not received money, so that I can go to bank and ask for explanation. On contacting customer care IDEA keep repeating response ""Your issue is high priority for them and will be responded with resolution within ** hours from * months. I am attaching cc avenue response stating that money has been transferred to merchant that is ideacellular.