Bank Of Baroda — refund amount has not been processed by the bank

Address: Kolkata, West Bengal, 700114

I have received a refund from amazon on 15/12/2018 with a refund reference number of 211516. But this amount has not been processed by my bank. Amazon customer care has requested me to fill charge dispute form in bank. I have contacted to the bank's customer care for several times and talked to the their executives. They are not going take any action regarding charge dispute. Kindly take some steps.