RedBus - Bus tickets not refunded

In the early morning of April **, **** I had to travel from Bangalore to Erode urgently since my grandmother was admitted to the ICU in a hospital. I checked the redbus.in website to book the earliest available bus so that I can travel quickly. I made a booking of * tickets (for Rs *,***/-) for a bus at *AM and the bus arrival time was *.**AM at the boarding point (Madiwala, Bangalore). Upon making the booking at *AM, I received a WhatsApp message from Orange Travels (Redbus partner) with the Driver contact number. On calling the driver (Ph: *****XXXXX at *.**AM), he informed me that the bus will be late by * hours and will reach the boarding point only at *.**AM. He also informed me that he tried updating the Redbus App with the details and it is duty of Redbus to update the timings. Since I was in a desperate situation to travel, I had to leave in the earliest bus available. The sole purpose of making a last minute booking on redbus.in was that the bus would be available at the time stated. Also, Redbus.in is aware of the live location of the bus mentioned (the live location of the bus is provided to customer ONLY after booking/payment is completed). Had I known that the bus was late by * hours, I would not have made the booking itself. While I understand that delays are possible, the circumstances of my booking are rare and urgent. Also, my grievance is that redbus.in is aware of the bus delay and still refuses to share/update this information on their website. Despite repeatedly requesting for a full refund for this case, Redbus.in customer support have been rude and insensitive to my situation and predicament. I would please request you to help me in getting a full refund for the tickets (Rs ****/-). Attaching ticket details, payment proof and redbus customer support response for the same. Thank you.