Refund isn't received.

Adobe agents insisting that refund is processed and reached and for the proof they are showing the invoice/credit-memo/Refund-letter which they want me to show at the respected bank and I have done the same as they are asking. But, the bank guy is saying that they didn’t received any refund or payment against my Account no or Debit Card no. Adobe’s agent aren’t very helpful. Now, I’m wondering that whom I to address this issue? Kindly someone tell me what to do, that bank is keep on saying that the refund isn't received yet and adobe is keep on saying that refund is reached or credited to your card.