RedBus - Wrong pickup location in app bus left me No proper reply even

I am writing to formally lodge a complaint against redBus in relation to a serious deficiency of service and misleading conduct concerning a bus journey booked through their platform on Sunday, * March. Despite raising the issue directly with redBus and providing supporting evidence, the matter remains unresolved.
The incident involves multiple failures on the part of redBus and its associated operator, which resulted in my inability to board the bus despite making timely and reasonable efforts.

Firstly, redBus provided incorrect and misleading boarding point directions through its application. As evidenced in the screenshot previously shared with the company, my actual location was near Hanmakonda, whereas the boarding point shown in the app was significantly inaccurate and far from the correct location. This discrepancy caused immediate confusion, and I contacted redBus support as soon as the issue was identified which is just before *pm (boarding point time). Screenshot is available showing my location near the boarding point, the time and the location that app wanted me in.

Secondly, the live tracking feature on the redBus platform was non-functional at the relevant time. This prevented me from determining the actual location of the bus, particularly critical given the incorrect boarding information. The failure of this key feature directly contributed to my inability to coordinate boarding.

Thirdly, upon contacting redBus customer support, I was instructed to proceed to Kazipet, a subsequent boarding point, by *:** PM. I followed these instructions and reached Kazipet at approximately *:** PM, supported by call records. However, due to the lack of tracking information, I contacted the bus driver directly and was informed that the bus had already departed earlier than scheduled, allegedly due to “priority pickups” in Hyderabad.
This statement contradicts the claim later communicated by redBus that the operator had waited for ** minutes at Hanmakonda. Based on the timeline, it would not have been possible for the bus to depart Kazipet before my arrival if such a waiting period had occurred. This raises concerns regarding the accuracy and verification of the operator’s statements relied upon by redBus.
Fourthly, the response from redBus customer support was inadequate and dismissive. Instead of addressing the technical failures, I was questioned as to how other passengers managed to board at the same location. This response is unreasonable, as I relied entirely on the accuracy of the information provided by the platform and am not familiar with the local geography.
Finally, redBus disclaimed responsibility by stating that it operates merely as a booking platform. However, redBus provides boarding details, navigation links, and live tracking features, which form an integral part of the service offered to customers. Any inaccuracies or failures in these services constitute a clear deficiency and cannot be disowned.

I like to highlight that even after multiple emails to redbus support and redbus grievance office, i didn't receive any update or communication

The key issues in this matter are as follows:
Incorrect and misleading boarding point directions provided by redBus
Failure of live tracking functionality
Contradictory and unverifiable claims by the operator
Premature departure of the bus contrary to communicated timelines
Inadequate and dismissive customer support
Attempt by redBus to evade responsibility despite platform-level failures
As a direct result of these deficiencies, I was unable to board the bus despite acting in good faith and adhering to all instructions provided.

This incident has caused both financial loss and significant inconvenience.
In view of the above, I request:
A full refund of the booking amount
A formal investigation into the conduct of redBus and the operator, including verification through call logs, GPS data, and system records
Appropriate directions to ensure accountability and prevent recurrence of such incidents
I request that this complaint be taken on record and necessary action be initiated against redBus under applicable consumer protection laws.