Zoom Car - Refund not processed

Hi
Booking id JPS***IKC ** feb **** i booked car my pickup time is **:** AM i reached pickup location sharp **:** am when I reached there car was not available I almost checked around ***-*** meter radius nearby. But car was not available in pick-up location and i almost spent * hours In pick-up location in cold weather for searching the car And i tried to contact your customer support team for help after waiting **mins call got connected and your agent told me car is not available in pick-up location still previous customer not dropped the car and he shared the location where car is available the location was different which he shared and he told me I'll arrange call back from backend and he told to wait ** to ** mins but I almost waited for * hours but no response from your side. Later I contacted again your support team *nd time the agent was very rude he told to knock the residence is this you guys trained your agent and he shared car owner contact no and telling me to contact him and later he told now car is available in pick-up Location go and pick again i went to pickup location at * : ** am from my location around *km and car was available there so i tried to unlock my car from application but car was not unlocking again same scenario again i contacted your support team he told I am trying to unlock the car from our end but car not unlocked so he told he will arrange call back from backend team again i spent almost half an hour in that cold weather later I got a call from back-end he told we unable to unlock the car so he Also recommended to call car owner for key I tried multiple time contacting owner but he not responded my call later he told I'll cancel the booking right away and ill get full refund.. but he didn't cancelled my booking later afternoon I got mail and message your booking is cancelled and cancellation fee charged my full booking amount please refund me full amount as per promise from your agents