Makemytrip - No refund for cancelled hotel booking

Recently, we had booked a *-night hotel stay (Aug **) at Hotel Anmol International, Sagar, Karnataka. However, due to unforeseen circumstances, we had to cancel the booking at the last minute. We informed both the hotel and Makemytrip regarding the cancellation and got confirmation that the refund will be processed immediately. However, it's been more than a week and there is no response or any concern shown by the Makemytrip management on this issue despite numerous follow-ups. Hope to get some advice on how to approach this issue.