Ola - charged cancellation fees due to the software glitch

I booked an intercity ride a month ago and due to the application glitch the ride was not getting booked. After half an hour and lots of tries the cab was booked. When the driver reached the pickup location I got to know that the details shown on the phone did not match with the driver and at that moment I realised that * rides were booked. Now the driver told that if i cancel there will not be any cancellation charge because I didnot book * rides but they got booked due to software glitch. So here due to the software malfunction the rides were not being booked for nearly half hour but suddenly * rides were booked. So at that time I cancelled the rides as per the suggestion of the driver which reached To pick me up. I cancelled the rides within * minutes of them being displayed in the phone app. Now few days when I travelled with ola, at the drop location I got to know that the cancellation charge of the previous ride of rupees *** was added to the bill. As at that time I was in a hurry and with my grandmother I paid the total amount of the current ride fare and the cancellation charge of the previous ride.
I tried calling customer care for the problem we faced while on the ride, but firstly, I couldn't find the number within the application that easily, and once I found it on the internet, the number was not valid. Moreover when i wrote the email about the same from last one month there has been no solution of my complanit and each and every one is just generation the complaint number but no one is resolving. aslo they are demanding that i should have asked for refund with in ** days. but I question you that if a customer doesnot t]know that he or she is charged with this large amount of cancellation fee how a customer would do the complaint?
I demand a quick resolution of the complaint.