Intrcity Smart Bus Company - Ticket Cancelled and Not Providing Refund

I have booked a bus ticket from Chennai to Hyderabad on Dec **th. The bus has to start from destination by *:**PM.

Issue : Intrcity has cancelled my booked ticket and pre-ponned my journey to *:**PM from *:**PM. This pre-ponned information was informed to me at * PM. If the travel was pre-ponned at least they should inform to me before *-* hours, but they sent a WhatsApp message after **mins of bus departure time. my pre-ponned bus was to departure by *:** PM and they informed me by *PM, How come I can catch the bus?

From *:** PM on dec **th, I have contacted intrcity support team about this issue multiple times for about * hour for * times and all the time they are telling me to wait for ** mins, wait for ** mins but they didn't even provided me with proper response. Their response "wait for ** mins we will arrange you something" this is the response they told for all the * hour. I even informed them that I am waiting with * years old kid and more than ** years of my mother in an UNKNOWN place with BAD smell (Koyembedu back side private travels bus boarding point). but still they are telling the same thing.

After and more than * hour of their unresponsive behavior I have tried an alternative and booked an another bus for **** rupees and i contacted intrcity support team and informed them that I have booked an alternative by myself and asked me to provide REFUND. Then they told me to drop email. I have dropped email (from my wife's gmail) with issue and also mentioned PNR. They told me I will get refund with in **-** hours.

We have sent a follow up email on Dec **th about the refund status there was no response from intrcity and I reached out to intrcity via support call they told me "with in ** hours" I will be getting update. STILL NO UPDATE AFTER ** hours. Again I have reached out to support call on Dec **th (After ** hours of logging my issue - what they actually claimed that my refund would be processed) STILL they are telling the same RESPONSE (We have HIGHLIGHTED ISSUE, WAIT FOR **-** HOURS). I have already waited for ** hours and STILL they are telling same RESPONSE without even considering what my issue is.

They actually TORTURED me on Dec **th for * hour with my child and mother. Now they are TORTURING me by not providing my REFUND.