Liminos Technology At Mark's Road Kc Das Building — PayTm staffs rude behaviour, insensitive staff with no manners

I booked Neeta bus 3tickets from Kolhapur to Mumbai (for 3rd Feb 2019 5pm, lower seats) on 31st Jan from Paytm. On 2nd Feb, around 8 pm, I got a call from Neeta tours and travels, due to some reason the bus in which we booked our tickets got cancelled. That guy informed me about the same and said we will give seats in some other bus of Neeta tours at same time i.e 5 pm but are upper seats. My mom has severe knee pain and she cannot climb up to upper seats and I informed him about the same. Neeta tour representative was mam, Mai kya kar Sakta hu. Ap adjust karo??? He gave me other timing options like 3 pm or 10 pm of the same day, these timings were inconvenient for us. We had no other option so we said yes. All this conversation was on phone call. So today (3rd Feb) we reached Neeta tours office from where we were going to board our bus. We went there to talk to Neeta representative to talk about this situation we are facing due to sudden cancel of the bus in which we booked our tickets. He told me that yesterday the bus met with an accident and he can do nothing about it. He was really RUDE and ARROGANT. He told us that last night we gave you 4 options - upper seats, 3 Pm bus, 10 pm bus and refund. (Well, the representative on call didn't tell me anything about refund. Even we didn't want refund as he had to reach Mumbai asap.) You accepted that upper seats and what's the point now? . First bus was 36 seater (unfortunately met with an accident) and this bus is 30 seater so we can't do anything ( our original seats were in last row - lower). We can't tell other passengers to shift as they already have own seats and they won't adjust. If you already know there are 36 passengers in a bus, why would you guys adjust a bus which has only 30 seats? He said he will see if he can adjust but can't guarantee. I am mainly disappointed with Neeta representative at desk and on phonecall. I agree Neeta tours, it's not your fault if your bus meets an accident but it is not the fault of your passengers too. My mom has knee issue, that's why I wanted to lower seats.
Rudely he says to my mom, 2 Sidi toh h, aisi karke Chad jao - there are only 2 steps, it's easy to climb . ( With action he said those words)
That was so rude and insulting to my mom. If you don't have knee problems, it's easy for you to climb 1000s of steps. But its not easy for people with knee problem.
Neeta tours - please hire educated and sane people for job.
Never Traveling with you guys,