Abhibus Services India — Bus boarding point

I have booked a ticket for my brother on 19/12/2022 from borivali to Hyderabad. Bus boarding time was 6pm and my brother reached by 5.45 pm, after waiting for few minutes he inquired about the bus to which the travel agency said they don't accept inquires booked through app. Still one guy helped and called the driver to which he told a lie that the bus came to borivali point and no one was there and told to come to sion. When we called the abhi bus customer care they told other passengers are also boarded from the same point when asked about the proof of that he was clueless and changed the topic to other direction.