Refund is pending

I have filed income tax return for one of my client & claim refund of Rs. 1 Lac. for A.Y. 15-16. Still clinet has not received his refund. When i check the status of refund on client portal ,the message was shown "itr processed refund determined and sent to refund banker". this messege is being shown form last 1 month but refund is still not received. Is there any procedure to received refund from refund banker or any customer care no. of refund banker? Pls help me