Indian Railway Catering & Tourism Corporation [IRCTC] — ticket cancellation / ticket refund

Address:

Allahabad, Uttar Pradesh, 211016

Dear sir / madam,
I along with my family planed to travel from allahabad to ajmer on 29.11.17 (Train no 12987, pnr no. [protected], ticket attached) and onward journey from ajmer to gzb on 30.11.2017 (Train no. 19031, pnr no. [protected], cancelled ticket attached),
But due to delayed of train more than 9 hours, i with my brother visited to counter for cancellation of my both tickets, but booking clerk ms. Kumkum denied to cancel my ticket (12987) and asked to visit at "current counter" suddenly i ran towards "current counter" for the cancellation of train 12987 ticket, and my brother cancelled the onward ticket on the same counter at 20:58 by clerk ms. Kumkum.
In the mean while when i get my chance, the clerk named ms. Azmi informed me that train is just arrived at platform so no refund to be reimbursed, better you go and catch the train, we again ran away to catch the train but train departed from the platform.
So we came back to the counter and again said the incident happened with me, but she asked that no refund will be processed.
I demand for the complaint book to lodge the complain against both of you, because you both astray me, but ms azmi asked to not having complain book, she asked to visit at reservation counter, when i visited and met with mr. P. K. Singh, he asked to go back to current counter i am calling her, definitely she will provide complain book, again i visited there, but she denied again.
We come back to be hopeless, is it the way to serve the passengers.
So i am lodging the complain against both of the booking staff who astray me in this journey. Because when i cancelled by onward journey ticket till that time train was not arrived at station, and there was no updates in internet for arriving the train.
Detail of the train timings are as under.
* trained arrived at 21:10
* i visited to the counter even cancelled my onward ticket at 20:58 (Cancelled ticket attached also time is mentioned)
* train departed at 21:17.
You are requested to kindly necessary action and again both of them if no refund may proceed