Fampay - Transfer of balance to new fampay account

This is regarding the refund of Rs ****.** which i received on **th March from IRCTC for cancellation of train ticket on *nd March ****.I had booked my ticket on *th Dec **** using Fampay IDFC account which was in use before. Later I cancelled the ticket but at that time my account was automatically upgraded to new fampay account. I have received my refund from IRCTC and Fampay is showing that it is safe from my old IDFC wallet.But it's not allowing me to transfer the amount to my new account and let me carry my transcations, it's just stuck there. I am talking to the Fampay customer support from last ** days but they are also not doing anything. They just says that the work will be done.

I am requesting the authority to please check on my issue as it is not an acceptable behaviour from Fampay. It has made be suffer mentally from last so many days. I'll be sharing the screenshots of some chats with customer care and also the transaction information.I have also mailed them * times but they just send me same texts each time saying it will be resolved. Kindly, resolve my issue.