goibibo - Refund for travel insurance

I booked flight tickets on *nd of August ****and bought travel insurance of Rs.***/- on **th August **** and they were unable to send me a travel insurance, after repeated calls to them they couldn't provide me one. So i asked them to refund the same back to my account, which was initiated on **th of August, ****.Which they say they did but my bank accounts doesn't show any kind of refund. Constant chat and emails and phone calls has taken a toll on my mental well being. but they still say it has been initiated and i also checked with my bank dispute and fraud team, they say the confirmation received from team via service request number ********, their team has confirmed that they have checked the issue with payment aggregator and got a confirmation that payment is settled with merchant by Merchant Txn Id: ******** and status of the transaction is successful with PRN: **********. they are asking to recheck with merchant mentioning the above merchant order and transaction details and provide them with the reference mail. The same has been going in loop for a long time that no body is able to clear solution.