Manipal Hospitals HAL Bangalore - Refund unprocessed for unutilized premium appointment

Hello,
I booked a premium appointment worth Rs **** with Manipal Hospital HAL airport road on **Oct**** for **Oct**** **.**pm slot (Internal medicine -Dr (Col) R D Holla) via Manipal hospital application. On **st October morning around *:**am I cancelled the appointment as I couldn’t make it due to rain.
From then I have been reaching Manipal hospital customer care multiple times to understand why refund is not being processed. My concern is not being addressed and they just say refund will reflect in *-* days. Until today (* days past cancellation), I have neither received refund nor a proper intimation re refund processing. One time the hospital called back and the associate instead of addressing concern routed me to some number where I waited around **mins, but nobody even picked the call up. They didn’t reply for the mail I dropped as well. Much of my time is wasted in trying to get my refund, which was supposed to be proactively triggered from hospital as per their refund policy.
Please facilitate prompt action so that I get complete refund of Rs**** for the cancelled appointment. The snippets of appointment, cancellation message and refund policy in Manipal hospital app provided.