Airtel — money not load but bank a/c debited

Sir on 29 oct, 17 i load airtel money on my airtel payment bank no. [protected] through debit card which trax id is[protected]. But money not loaded but my bank a/c is debited by 1000 rupee.
I complain an email to airtel at [protected]@airtelmoney.com and they give me case no. 957945 and wait for 2 days.
But on 17th nov. They respond my complain that your 1000 rupee is successfully loaded on 13 nov.
But 13 nov i myself load again airtel money through my debit card successfully which trax id is[protected]. For proof i attach my bank a/c statement with this. Plz help to resolve my problem.