PayTM - cancellation was not done when requested and done when not requested

I have booked a ticket (********) from JANGAREDDY GUDEM to Eluru on **-June ****. Since I had to cancel my journey I tried cancelling at *.** pm while the bus is at *.** pm. The cancellation was not successful due to app error. I have attached the screenshot for the same (Cancellation error screenshot). As per paytm policy, I can cancel until *.** pm (paytm policy screenshot). But when I had a conversation with paytm customer care, they told cancellation is not available (Customer care screenshot).
Hence, I request to look into the issue and refund the amount at the earliest. I being a regular customer facing these many problems without proper solutions and with silly reasons is a serious issue. I hope you look into this matter before it damages the image.
As there is no response, from them. I had to raise a new request from a new ticket booked today. And these dumb people have cancelled my new ticket, even though I clearly mentioned about the old ticket.