Paid amount of 15000 to the hospital

Paid amount of 15000 to the hospital but hospital told me to go to finance and finance team named Ashish suggested me to raise a chargeback but chargeback had been rejected by merchant bank saying it’s a successful transaction but merchant denies and doesn’t provide a refund. When I show the details of transaction to finance team named Ashish then he told me that he had already refunded. But nothing comes in my account