Yes Bank — broadband refund

Address: 700156

I used to recharge my broadband via net banking but this time on 13 march 2018 in the evening i paid my internet broadband bill via yes bank net banking. The money was deducted but the internet was not renewed as it got failed coz the net provider did not got the money. So when i called the net provider he said the money was still pending from bank and than i called up the bank customer care the person said there has been some issues so to refund i need to print out some documents and refill and go to the bank. So i have no idea what that person said and what to do. Please look into this matter asap.