Deficiency in Service and Arbitrary Refund Denial - Case ID 34563771

I am filing this grievance against redBus regarding a severe deficiency in service and arbitrary denial of a refund under Case ID: 34563771. On 4th November 2026, I booked a confirmed travel ticket through the redBus mobile application. On the scheduled date of travel, I arrived punctually and was actively waiting at the designated boarding/pickup location. However, the bus driver departed from the location without executing my pickup and completely failed to make a single call to my registered mobile number to coordinate. Leaving a confirmed passenger stranded without any telephonic attempt to contact them is a clear deficiency in service. I immediately raised a complaint with redBus support under Case ID: 34563771. After stating the matter was escalated, redBus support called me on 9th November 2026 and flatly denied my refund. They stated that the driver denied my claim by arguing that 'many members boarded the bus' and therefore no refund can be issued. I completely reject this arbitrary justification. The fact that other passengers boarded does not prove the driver stopped at my specific pickup point or verified my presence. Crucially, the driver never called me. As an e-commerce aggregator that collects platform fees and ticket fares, redBus is jointly liable for operational failures and cannot escape responsibility based on an unverified statement from the driver. I demand an immediate full refund of my ticket fare back to my original payment source or a complete adjustment/credit to my wallet to reschedule my transit. If this is not settled through NCH, I will proceed to file a formal petition before the District Consumer Commission via e-Jagriti.