Red bus giving false information on refund amount

Red bus Phone Pe transaction id- P1903051238511618021355 Date of transaction- 5.03.2019 Amount- 665/-Rs Reg. contact no.- 9008870333 tried to booked a ticket through this company first transaction is done by Phone pe amount got deducted but ticket not generated , then i again paid the amount through debit card , so he wants to get the first transaction amount so he contact with the company they said we had already initiate the amount but am not get any refund and alway support ticket closed giving false information.
Bellow is the mail


Hi!

Thank you for reaching out to us regarding the failure of your transaction Id 12414156877194921. I’m Sravani and I have been working on your case.

I understand that this transaction failure would have caused an inconvenience to you, and I am truly sorry.

We acknowledge that when you attempted the transaction, money was deducted from your account but the ticket was not issued, due to a technical error. We have received this amount in our account, but are unable to use it for booking.

Your refund has been initiated from our end on 5th March 2019 to the mode of payment used by you for this transaction.

PO No. : 12414157762177682

Refunded Amount: Rs.665/-

Refund Reference no.: P1903051238511618021355

Basis the policy of your bank the amount should reflect in your account within 7 business days.

If you do not receive this amount within the expected time, please use the refund reference number to know the status of your refund, from the customer care team of your PhonePe.

For any other questions please write to us at https://www.redbus.in/info/redcare/

As I have processed your request, you will receive an email stating that your case has been closed with a survey seeking your feedback on your experience with your redBuddy, Sravani. Please spare a moment to share your valuable inputs.

I hope I have been able to help you.

In case you are not satisfied with this response, please send a fresh email with subject as “Escalation” to management@redbus.in.

Take Care,

Sravani

redBuddy