Cityfurnish - Refund non issue

On April **, i requested a partial pickup of items which was approved. On April **, i received a mail saying the items will be picked up and i will receive a refund in *-** days. The items were picked up. Following that (April **) i received an email saying a refund of ***** has been processed, when it has not. I have not received it. Following this, over multiple phone calls and emails i have been promised that the refund will reflect in my account in the next **-** hours. Now, they are claiming this amount has been adjusted against some unknown dues i was not even told about. The agent i talk to has been unresponsive and not reachable. This makes me feel so stuck and im unsure how to communicate with them, as they refuse to even share details of this alleged "dues" that the Rs. ***** has been settled against. I have even escalated it, which resulted in them sending an email claiming the refund amount has been settled against my dues and no further details on it.

This is super frustrating and has taken my time, effort and money.