MakeMyTrip - Hotel cancellation refund refused

The hotel 'The Orchard Resort' was ***% refundable till Mon, ** Dec ****, **:** AM. MakeMyTrip had given me the attached booking voucher. It states that the booking was ***% refundable till the time of check-in.

** hours before check-in, on **th Dec ****, I called MakeMyTrips' customer service and requested them to cancel the reservation. The cancellation was done on the same day that is on **th Dec ****. Before cancelling the same customer service representative confirmed to me that the hotel is ***% refundable. As I did not receive the refund, I called MakeMyTrip customer service on **th Dec, **th Dec, **th Dec, and **st Dec. Each time the customer service member confirmed that it is refundable and requested me to wait for ** hours for the funds to be deposited into my MakeyMyTrip Wallet. They said it was a technical glitch.

On *st Jan **** MakeMyTrip changed its position and refused to pay the refund by writing the following "We would like to inform you that as we checked your booking got cancelled under non-refundable policy and hotel denied for the refund. Hence, we are really very sorry to inform you that refund is not possible as hotel denied for the refund."

I had cancelled the booking well before time as per the conditions and am therefore eligible for the refund.