Airindia Express - Charged penalty for cancelling ticket for a cancelled flight

Respected Sir,
My name is Jijo Thekkedathu Geevarghese, i work in Qatar as a staff nurse and an indian by origin. This is my complaints against Airindia express. I booked an air ticket in Airindia Express flight IX *** from Trivandrum to Doha (Booking Confirmation number: IVBQUO) for my family, date of travel **/**/**** from the official Airindia Express mobile application. I was charged INR **,***.** as price of the ticket.
Due to COVID ** outbreak i received an email from the airline stating that all flight to doha has been suspended and customer can opt for a full refund or change of date free of charge.There was a clause which i got confused stating that for full refund i need to go to the nearest air india office. I tried to call air india office in qatar several times but nobody answered so i thought the office might be closed due to the endemic reason. During this time most of the offices were closed as a preventive measure from the ministry of qatar. So i cancelled the ticket from the mobile application. Immediately i received a message that my booking cancellation request was accepted and i was charged INR. ***** as penalty which i was shocked to see.Later after repeated attempts to contact both international and local customer care support, after * days my call was answered and they told that nothing can be done to prevent from charging me the penalty sum because i cancelled the ticket from the mobile application. I asked them to cancel my ''request for cancellation'', so that i can go personally to nearest office, they said no, then i  send an email to airindia express customer support but their answer was also no.Sir i dont understand why i was charged penalty for some reason which i was not responsible for. So fairly i should be compesated full amount. I booked from the airline official appplication so what difference will it make if i cancel the ticket online or from the office. How many customers might have done this same mistake and have to bear the lose.Sir, I humbly request you to look into this matter and take necessary action so that i will be able to receive a full refund.