account was twice debited for a single transaction

Location/place: delhi

Name of company/service: icicibank

I, Achla Srivastava A/c No 628601530536 had made a payment of Rs 7000/- on 17th Nov 2012 at Delhi. After some time we received 2 SMS
about the payment. We contacted the shopkeeper and showed him the SMS that amount has been twice debited from my a/c. Thereafter he also
showed his mini statement which was showing only one payment. He told us that we need to contact our bank for the same.

Thereafter we contacted icicibank customer care and informed the whole thing to their customer care executive and we were told that it will
take some time for the refund of the funds. Complaint No 2476403217. After one week when we contacted the customer care to know the status
we were told that some more time is required for the refund. We kept on following your customer care thereafter and every time we used to
get the same reply. But we were never told that we need to submit a written complaint for the same.
However On 7th December 2012 i send the complaint through Fax as told by their customer care . Even after sending the fax twice, first on 7th Dec and again on 12th Dec, we have been told that they have not received the fax and on 8th December I got a new SR number while earlier number was not closed the number is SR 249038936. Some of their staff are keep on saying that we don’t have to submit a written complaint but some are saying that we need to submit a written complaint and without that our request will not be processed.

On 18th December 2012 ,I send a scan copy of my bill along with the merchants mini statement ,after that i was told by your customer care to write an application,which i did and sent that on 19th December as and when told by their customer care.they told me to wait for 10 days for reimbursement then on 28th December ,i called their customer care they told me that it will take 16 weeks to resolve the issue and my complaint which i made on 17th November will be considered from 19th December ,i asked them why? ,they told me that i have given them a written complaint on 19th December ,when i told them that earlier it was not mentioned by your side to write an application ,they said that it was their mistake and they cant help it for that ,now they told me to wait for 30th march 2013.
this is a serious issue for me as i was not expecting this kind of response from them .It has been more than 3 months but we are yet to receive the actual status of the refund. Request you to kindly look into the matter and solve the same on urgent basis. Its not the matter of money but the way we are being treated by their staff, we are forced to write to you
directly.now when we call to their customer care they say that our query is closed,when we question them they say it is in process ,we don’t know what to do?please help me in this issue
regards
achla srivastava