Makemytrip.com - Bus ticket cancellation due to makemytrip system glitch

MakeMyTrip Booking ID NU***************. There was an issue while booking the bus from Bangalore to Hyderabad. My pick up and drop points were changed when I was making a payment. I got an error message that something went wrong & prompted me to try again and when I did it payment was successful however to my notice when tickets were booked. It was showing boarding point as Kalasipalayam and destination as Shamshabad. However, I was booking my ticket for the bus from boarding point (Pickup point as Marathahalli) and the destination was Miyapur. Hence, there was some glitch in site or tool while booking it. You may check the logs and find out. However, I cannot bare the cancellation charges then to **% which is approx INR****. Just to ensure that there is no further delay from my end to cancel the ticket hence I have gone ahead and asked for a refund of **%. But I would like to give me a full refund since its not my fault. When informed their chat support, the person has asked for the error message, how will I have the error message when their page said, try again. I click on try again and prompted me to book the ticket. When I asked him to escalate, he said I will get a call back since he has escalated. To my surprise, I get an email stating your ticket has been closed since your issue not in the list for your bus trip to Hyderabad. When I had asked him to share some reference or request number for the chat conversation he mentioned "Be assured you don't need reference number, Your request has been escalated and you will get a callback. I wish I could help you regarding your issue however I'm not authorized for the same". If you go through the chat transcript, please check how many times I had to ask the analyst, Are you there? I had to wait for *-* mins for his pathetic response. Why can't you share the ticket Id and why did you resolve the ticket stating "Issue not in the list" if it has been escalated. I would request you to provide me with a full refund which they have deducted for the glitch on the website. Why I should suffer due to your system glitch and pathetic & worst customer support.