Airindia - refund for cancelled tickets not made

Tel Aviv-MUM. Air India, Web Ref-FAIBE********, PNR: YZP*S - Ticket nos. ********** / **.
Travelling from Tel Aviv on **nd March ’** to Delhi and thereafter to Mumbai on **rd March **.
*. We (Mr. Vinesh Davda and Mrs. Smita Davda) had purchased the above referred Air India web E-ticket Nos. ********** / ** online, paying Air India an Amount of USD ****.**. ( Rs. *,**,***.**). Please find attached herewith copy of said Ticket for reference.
*. Due to Unprecedented Outbreak of Corona we were compelled to cancel the above referred ticket nos. ********** / **, vide a mail dated **.**.****.
*. Air India did not bothered to reply to our mail for a long time neither they refund the Amount, we were left with no option but to keep on sending follow up mails dated **.**.****, **.**.****, **.**.****, **.**.**** and **.**.****.
*. After continuous follow up mails as mentioned above, AIR INDIA sent a computer generated mail on **.**.**** stating that that refund will be generated by ecommerce@airindia.in.
*. Thereafter, Air India again went AWOL, and having no other option we kept on sending follow-up mails dated **.**.****, **.**.****, **.**.****, **.**.****, **.**.****, **.**.****, **.**.****, **.**.**** and **.**.**** to Air India. They ignored all our mails pertaining to refund the cancelled Ticket amount and drastically failed to do their job.
*. It is regretful and frustrated to mention that even after such severe follow up in the matter, Air India once again just sent a computer generated mail on **.**.**** asking us for details of tickets from registered mail ID. It is pertinent to mention here that all details were already sent to Air India along with the mail dated **.**.****. But for smooth movement in matter we again and again sent Air India all details as per requirement.
*. On **.**.****, we received a mail from ecommerce@airindia.in that Refund process will be credited in account holders account in due Course.
*. Further on **.**.**** we received a mail from Air India that the above referred Ticket status is reflected as “REFUNDED” on **.**.****.
*. We waited till **.**.****, checked and confirmed from our relevant account that we have not received the refund. Accordingly, we sent a mail on **.**.****, informing Air India that WE HAVE NOT RECEIVED THE REFUND. As usual Air-India did not bothered to Reply.
**. It is very strange that Air India once again Asked for Ticket details vide a mail dated **.**.****.
**. Thereafter, Air India sent us a mail dated **.**.**** repeating that the above referred Ticket status is reflected as “REFUNDED” on **.**.****.
**. We have to point out here that during this correspondence, Air India Had asked for Ticket details * times i.e. on **.**.****, **.**.****, **.**.**** and **.**.****, but in vain. Neither they have refunded the amount nor they were able sent any document showing that the Amount is refunded.
**. We are attaching herewith the scanned copies of the credit card statements of March and April ****, evidencing that we have not received any amount from Air India as claimed by them vide their mail dated **.**.**** and **.*.****.
**. Above mentioned chain of correspondence is sufficient to show callousness, negligence and wrongdoing of Air India.
**. Aggrieved as above, we had escalated the matter to the Nodal Officer on **.**.**** ( Also marked Copy to you) and thereafter had sent a reminder on **.**.****. Please find attached herewith the Copy of Letter dated **.**.**** sent to you. It is regretful that our grievance is totally ignored by you.
**. Further we have raised a Complaint on **.**.**** with Nodal Officer Mr. Vivek Sharma and thereafter we have sent a reminder on **.**.****.
**. Till date we have not received any response to said Complaint.
**. This matter of refund is pending since last ** months. In spite of continuous complaining and follow-up NO ONE is taking any cognizance of our complaint which is absolutely arbitrary and unjustful.
**. Aggrieved by said Non Action of Nodal Officer Mr. Vivek Sharma we hereby preferring this complaint