You may submit a complaint in writing under proper acknowledgment to the BM of the branch where you hold the said a/c. The escalation matrix has to be displayed in the bank on notice board. Or the BM can inform you. The citizen charter, escalation matrix should be on bank’s website also.
In case of delay you can escalate to Nodal Officer, MD, and Chairman of the bank.
Did you save the screenshot displaying failure of transaction? If yes you may attach the printout with your complaint and obtain acknowledgment of the printout also on its copy.