RedBus - Wrong route bus booked but showed us the correct destination

I was travelling to Kovur in Nellore District on Feb **th ****. I booked a ticket in red bus by searching kovur and selected "Kovur (Nellore)" from the suggested destinations.

All seemed well but little did I know that there are * Kovur villages in Andhra Pradesh and * is in East Godavari (towards Visakhapatnam) and the other is in Nellore (towards Chennai). Both are in completely different directions.

But redbus clearly gave me the option "Kovur (Nellore)", informing me that the destination is the one in Nellore. But the actual bus routes provided inside were towards visakhapatnam.

I've called them numerous times nearly ** times so far and still no resolution provided and no refund. I've asked them to connect me with their supervisor like ** times and I everytime I was told that I will receive a callback within an hour. Only once I received callback and that time nobody talked from the other end and just disconnected the call. There is no way to connect with him/her again, since it's from customer care number only where I made numerous calls so far.

The issue is clearly on their end but keep saying that they need confirmation from bus operator. What can bus operator do here? When the issue pretty much clear in their database with wrong destinations and location info set with wrong names.

I'm clearly frustrated with their service. I'm a regular customer on top of everything. I always book a bus through their app everytime I go to my hometown.

Imagine if a regular customer facing this issue and what happens to a new one if they had the same issue.