[Resolved]  MakeMyTrip India — Extra ticket booked due to mobile app error, company refusing to initiate refund.

Address:	781001
Website:	makemytrip.com

On 4.12.16, I booked tickets from Del to Gau on their app, gave my bank account details but instead received an error message. I decide to try again, made the booking, paid them but received another error message. I was clueless, but suddenly received alert from my bank that amounts with respect to both my attempts had been debited, also I received a mail from the company with the booking confirmation and ticket details of both the above mentioned bookings.
Since, this was a technical error, due to which I had been forced to book twice, I thought the company would accept its fault and refund the amount that I had unknowingly spent on the extra ticket.
Since, the travel was scheduled for the next day, I decided to contact the customer care immediately. Unfortunately, there was no one available on their customer care number and hence I decided to write a mail, which got bounced. The next day, I called up their customer care, where they told me that since their system was down they will get back to me with the solution after sometime. The lady over the phone was completely hell bent on not listening to my problem. I had to literally shout at her to make her understand my issue but she just had one thing to say that since the system was down she wouldn't be able to help me, and will arrange for a call back when the system would start working again.
unsatisfied with such an unprofessional response I tried to catch their attention on the social media where first they told me that my problem will be resolved but later on told me that no refund would be given to me, since I had received emails with regards to both the bookings.
My contention is that although I had received both the emails, they came a lot later and I had already been forced to book extra tickets. They are saying that they sent me a confirmation sms, but I received none.
In fact, as per the rule all my bookings are supposed to show in my mobile app. I have attached below the latest status on the app which shows that there have been no bookings whatsoever.
I am also attaching my entire exchange with the company on their official customer care twitter account.