PayTM - Paytm not refunding for the bus break down for the bus I have booked

Dear Paytm,
I had booked a bus from Paytm app from Pune to Hyderabad for the journey on *st Jan, ****. On my way towards Hyderabad, the bus broke down just after *** km from Pune. I had to return to Pune after spending almost * hours on the highway (that to standing for * hours in cold weather in the night) which eventually led to me falling ill with fever. Eventually, I missed my office too for the next * days. I have raised this issue and requested a refund on Paytm Care, it's been *-* days but they are just repeating same excuses over the call and mail that bus operator has not yet confirmed breakdown and not replying to our emails or whatever process they have. They keep asking me for **, ** or ** more hours time to resolve the issue and I’m fed up with such poor customer support. It’s been * days already and I cannot wait anymore.

I have provided them all the proofs in the mail to confirm the breakdown as well as all details of the issue. What else they want? Why can't they give a deadline to the bus operator to respond in time instead harassing their customers?

I have attached complete mail thread with Paytm. If required I can provide recordings of all calls with the Paytm care too.