Goibibo - Providing no refund on refundable international flight ticket

I had purchased refundable international flight ticket worth ₹***** from Ahmedabad to Atlanta. On **th June ****, I requested the charges for cancellation and Goibibo provided me that in a mail. All charges including penalty were around ****. After * days I cancelled the ticket and then they say that this ticket is non-refundable. I was shocked that how come it be nonrefundable. I raise the concern on *rd July **** and since then I am doing follow up on my refund and they are saying that our team is working on it, please give us **-** hours. Now it’s been more than * days and still, they are saying the same. I got a cancellation mail mentioning * refund amount in it. I do have my confirmed ticket with a refundable mention on it and also have cancellation charge in an email from Goibibo. I am really in a big trouble by booking with Goibibo. Please help me by providing a refund as it is a huge amount for me.