Red Bus - Traansaport Related Issue

I booked a ticket for **th July from Mahalaxmi travels via redbus for * pm as I had to reach in someone’s funeral by **th night.
I reached the boarding point ** mins prior to the boarding time and was told by the driver to wait there and the bus will reach shortly.

After **-** mins I called back the driver but he said to to wait as the bus will reach in *-** mins. When the bus didn’t reach in half an hour I called the redbus customer to confirm but again I was told by the agent that bus will reach in next *-** mins.

After * pm I again tried calling the bus driver to confirm he started shouting and abusing and told me to wait as the bus will reach in next *-** mins. I tried to call costumer care to complain about the driver but I was shocked by the behaviour of the agent as he too started shouting and raising his voice and was laughing.

After * long hours waiting for the bus in the scorching heat and sun I again tried to call the driver again multiple times but his ** mins never came and neither he responded the call even once and later his phone turned off.

After * hours I again tried calling customer care to confirm but no one was giving the correct information and was just getting fooled. I requested to connect me to a supervisor but was told that I should look for another alternative as the bus will not be able to make it and was promised that I will be getting a call in * mins which I never received for another hour.
Meanwhile, the driver not responded to any of the calls.
After * pm in the evening I again showed trust in redbus and requested for a call back which I finally received and Mr Prashant told me to wait for another * mins as he will be giving me a call.

After another hour Mr Prashant called and told me to keep on waiting.

I mean is this the way to harass people mentally and physically who already depressed and tensed by the situation he/ she is going through.

Finally, after being harassed mentally and physically by the operator and the redbus team I was left with no option other than booking another ticket one last time from redbus which I did after waiting for * long hours which showed no signs of bus coming.

I used to be a frequent traveller of redbus bus this was the last time that I booked tickets from redbus and won’t be using it either again.. ever.

All I want is the complete refund of my ticket amount asap for harassing me mentally and physically.