Bank Of Baroda — refund still not received

Refund of Rs.13, 990.00 /- has been made by amazon on 28th of august 2019 regarding a product.

"the reference number of the refund is ref[protected].

But, the refund has not been received yet.
Bank is saying no amount has been received by them. I've talked to them again and again but no response is coming. So i need to file a"charge dispute" on them, to get the full details.
I need bank to resolve this issue as soon as possible or i'm gonna take some legal action.

Warmest regard
Pankaj singh