Consumer Redressal

I had purchased a karbonn phone from paytm which happened to be a defective one and after numerous efforts the amount was refunded back to my paytm wallet. Now I have ordered another phone from another website and paytm has promised to transfer the amount back to my bank account. However when I attempt to transfer the funds to my account it does not allow me too. I have written many mails to paytm team however I have not heard from them. My card amount is due and I need to get this transferred back to my card. Please help me do this.