Decline for balance update

I recharged my Airtel Metro card with Rs 300 through PhonePe this morning. When I went to the metro station and tried to update the card, it showed that no amount had been added, even though the recharge was successful. I have the bank transaction proof of this payment. I visited 3 Airtel payment/metro card customer care points regarding this issue. Each time I was told that a refund would be processed, but no one gave me any ticket number or complaint number. The Airtel app is also not working properly, so I am unable to raise a complaint through it either. Different customer care staff gave me different responses, and there has been no proper resolution so far. I am frustrated with this lack of accountability and want my Rs 300 to be either refunded to my original payment source or credited to my Airtel Metro card immediately. I also want a proper complaint/ticket number to be issued to me for tracking this issue.