Idea cellular company
Lost my account balance

I have lost my account balance from my idea connection RS.564 on 16-08 without any reason, the customer care representative agreed me that the amount will be refundable within some days and don't get any response and later they agreed that the amount will be refundable today 12-09 for sure but i just made a call to customer care now they are telling that they don't have any provision for such refunds, what will i do, i lost my money, they will get their salary and all, please take any good decision on this case please