RedBus - Bus didn t show up at Pickup

I had bus booked from Prayagraj to Chandigarh on **nd Feb'** at ** PM. I reached the pickup point ** minutes prior and called driver. He told me there is slight delay of ** minutes and he will call me once bus is at pickup location. At **:**PM when neither bus came nor I got a call I started calling both driver and PickUp point contact, the phone of driver was un-reachable and pickup point contact wasn't picking up. I waited for almost * hours and made **+ calls during that time but got no response. After that driver picked up around **:**PM and told me bus left ** minutes ago. I raised it with RedBus customer support right away, they assured me it'll be resolved within ** hours. Now today on ** Feb'** at **:**PM when I asked for status they denied me of resund saying it cannot be processed as a lot of buses got delayed because of Mahakumbh.