Travel Bira - Instead of getting refund we have been doubly charged

We have taken Andaman package for rs. *****/- from travel bira (Sagar Vashist) under cancellation protection. The agency has given us cancellation protection as complimentary. Due to some unavoidable circumstances, we were not able to go on the trip. So we(me and my husband) decided to cancel the trip. The trip was scheduled from ** March to **th March ****. We informed them on **th February. Since it was under cancellation protection we had to inform them before ** hours and we'll get the full refund. When communicated they first denied. When I reminded them that it was under cancellation the agent Sagar Vashist take few hours and called me back and said that the full refund of Rs ***** is possible if we pay them extra Rs. *****/-. The same amount will be first reversed in the first ** to ** minutes. Then the package refund will be refunded. We paid them Rs. *****/- through my husband credit card. The amount had been debited but then Sagar Vashist told us that he has mistakenly mentioned my husband's name while reversing the transaction. So the reversal has failed. But we will receive the amount within the next * working days. It has been * weeks and we have not received any refund. They again told us to pay through some other method. I paid them again Rs. *****/- through my upi id. They received the amount and after numerous follow-ups, they called me up and asked if I have received the amount. I had received the message, but when I checked my account I saw no amount has been credited. When we contacted them they gave some excuse that the transaction has failed. if I have not checked my account then this issue would not have been addressed. Now the total amount they have charged from us is Rs. ******/-. we have contacted them numerous time they just say it has already been processed but fails to provide any transaction details. Please suggest us how to handle the case and get our money back. The agency has gst no. and is registered with the name Sagar Vashist.