Razorpay Payment Gateway - No proper response about refund since 7 days

I Mrs Thushara started a campaign for helping a needy child in buying a laptop for her online studies .i have managed to collect Rs.*****/- through Razorpay as contribution from ** candidates ie from **th june to **th june .After that i deactivated it.But there was an issue in our form getting approved from bank and therefore the concerned payment gateway is not able to settle this amount to us.This has caused a lot of chaos and inconvenience to us as we had already booked for a laptop. So taking note of the situation i had requested Razorpay to refund the cash to the concerned people as soon as possible .It has been * days since i am trying to get in touch with anyone from Razorpay but failed to get a proper communication from their side except for the automated messages creating tickets to solve in * hrs but of no use .This is very unfair on few people who tried to help an unprivileged child for her education.