Lenskart - Refund not received even after and no proper response from the company when contacted

I have placed an order for lens by bausch&lomb on lenskart website on Nov ** ****, and the transaction was successful but the order was not confirmed for * days stating the payment was not received. Hence i have raised a chargeback through my bank’s website. But then the next day the order got confirmed but no more updates, so i cancelled the order and placed another order for the same lens as i needed the products for a function. This order which i cancell is not yet refunded (**.**.****). When i have contacted the customer support on lenskart they are stating chargeback was raised , but why did they confirm the order if charge back was raised. I haven’t received the refund and no response from the company’s customer support, why do they even have a separate dept for customer support when they cant do justice to the same. Kindly refund peoples money on time