IRCTC - Tdr rejected with false reason

We have filed a tdr stating that ***** train was running late for more than seven hours and we did not travelled the train. We should receive the full refund as irctc has policy to refund the full amount if train becomes late for more than three hours. But they rejected our tdr stating that we have travelled the train. But we did not. We booked ticket on another train and travelled via rac. We have to travel with all our luggage from one station to other. They are giving false reason and cheating us.
pnr for late train: **********
pnr of the train in which we travelled: **********