Panind — no update on pan application

Address: Mumbai City, Maharashtra, 400061

I had to apply for a change in name on my pan as my name on my physical pan and itd records don't match which is causing issue with my epf kyc. I applied for the name change order id : jy-[protected]cr on 19th february and submitted hard copies of application, pan card, aadhar card and passport. They have asked to produce further more documents for the application which is not needed as the nsdl have agreed for the name change with just the aadhar card. After multiple follow up, they send me a automated mail and they haven't even provided me an acknowledgement number which i can give while calling them. When i call them, they say that my pan has no application and that they need an acknowledgment number. I have requested for cancellation of application and refund my payment of rs 499/- (Which is almost 4 times of what nsdl is offering with paperless application).
I have been sending a mail daily and all i get is an automated reply and the mail clearly says if i don't produce the further document within 45 days they will cancel my application with no refund. I need to understand what have they charged me, how can they cancel an application which has no records with their call center and has no acknowledgement number.
Request you to please help to get my refund.