Redbus.in - Received product not as booked

Saturday **th of october, we took the bus with my girlfriend from Mysore to Ooty. We were supposed to take the golden Park holidays Bus near to the railway station. Instead of the gph bus, we  got a spn  traveller tour bus, we don't know why our company got changed even after asking multiple times to the bus guide. He was not able to inform us about any question we had.
Moreover our gph bus was supposed to arrive in Ooty at **h**am, but the spn bus we got arrived at *pm, and it dropped us in the middle of nowhere at *.*km from the railway station. Our day trip that was planned to continue by taking the toytrain to mettupalayam at *pm couldn't happen and so we were forced to cancel our trip. I tried to call the redbus company multiple of times without any respond and the only person I got on the phone didn't speak a proper English so I asked their boss to call me back which didn't happen. Totally lost and tired from our bad trip, we decided to cancel our whole day trip and went to Coimbatore.
We would like to have an answer by phone about what exactly happened to our planned gph ticket and what you can do about our issue.
The bus id of the spn company was : ka.**a.****.
The price of two tickets was *** inr for *hours of travel.
The spn trip took *.** hours.