PayTM - Non receipt of refund from Paytm

Made a payment to a hotel on **.**.** for Rs ***/-amount deducted from bank account but merchant didn't receive money, made another payment through debit card. Waited for * weeks, no refund, asked Paytm, who advised me to get a letter from the merchant confirming that they have not received the money through Paytm but only through debit card. Submitted the letter to Paytm who asked me to wait for another * weeks and in the meantime asked me to follow up with my bank, who stated that they have nothing to do since it's a UPI matter. After about * weeks when I asked Paytm to resolve the matter are just repeating the earlier messages without any mention of their subsequent assurances given by them of speedy resolution.
I feel that each time someone new to the complaint without going through the actual problem is writing a standard reply and Paytm is just not concerned with the resolution of the complaint. UPI transaction reference number is ************ dated **.**.**,My telephone number is **********