Easemytrip - Flight Refund

I booked a Hyd-Goa-hyd flight (Booking IDEMT********) on easemytrip.com. I opted for easyrefund (it was selected on passenger details page). The payment page reflected easy refund on the left below the airline name but when the booking was confirmed, it did not reflect the easy refund status due to a technical glitch. On enquiry with the helpdesk, they kept telling me that the passenger did not opt for the easy refund. The screenshot shared with them showed the easy refund before payment (amt reflect on right) and payment made for the same amt.

It has been stressful to get their attention. They kept pushing the blame to customer quoting passenger did not opt and finally after many exchanges, someone called Vikram called (Apr **th ****) who agreed that the payment page will not reflect the easy refund if it was not selected (and that it was a technical glitch) but still could not confirm the easy refund on my booking. Fast forward to today and I have to cancel the booking due to a medical emergency and I am unable to avail the benefit only because Ease my trip's team did not own up the technical glitch and I am paying for their lack of processes and acountability