Air India — Harassment at the hands of Air India

It all started when I booked a flight with Air India via their website yesterday afternoon around midday. The payment went through however I received a message saying "error, payment has gone through and we will send you the ticket shortly". After waiting 15 minutes I called Air India customer service requesting more information regarding my ticket. They advised that the ticket's PNR was YPS3D and that they could see the flight in my name. They then advised me that I will be transferred to the ticketing department so that they can issue the ticket to me. I was constantly transferred from one person to another with waiting time of 40 minutes at times on hold. This continued until 1615 when I spoke to one of the ticketing agent. (In the meantime the PNR also started showing invalid and wasn't able to retrieve the ticket). She advised me that the YPS3D was not visible now as that was on time hold and that my ticket was not cancelled. She further advised my that I do not have any ticket on the system therefore even if I go to the airport I will not be able to fly. I re-inquired this asking her " are you sure and that I wouldn't be charged as a no show", she confirmed yes that she is sure and that there is no valid ticket in my name on the system. She asked me to fill out the feedback form requesting a full refund and choosing the option" PNR issued and ticket not issued" on the feedback form. I submitted this form whilst she was on phone. I have a full six minute recording of this call and full conversation as an evidence. I also submitted a form from commbank requesting cancellation of pre-authorisation.
At 8:05 pm I received an email (below) with my ticket. I called them and inquired about this asking them clearly why they have sent me a ticket approximately 70 minutes of my flight. I also advised that the fact is that I live 50 minutes from the airport and that it is impossible for me to catch an international flight in this duration. The agent on the phone said that he will resolve this and cancel my ticket. He had me on hold for 46 minutes and then disconnected. I called again and spoke to another agent who said that I was a no show and that she would cancel my ticket but I will be charged $500 of the total ticket price which was approximately $5970 as this was a business class ticket. I pleaded to them asking how is it my fault when they had advised that I had no ticket and then they were the ones who had issued a ticket 70 minutes before an international flight. She again advised that she has cancelled the ticket and I will be charged $500. The case number for this was 13886811. In the meantime I had started driving towards the airport with my wife and 5 year old daughter. I reached the airport at 2114 hours and spoke to Aayan at the Air India counter who gave me your details. He kindly listened to my ordeal and the harassment I had suffered all day and confirmed that it was not my fault and that I shouldn't have been put through this. I suffered through all this when I was trying to reach India to see my father who is suffering from cancer and I haven't been able to travel for past 3 years due to Covid.
I know you must be super busy but I sincerely request to help with this situation and ease the pain pf the harassment I suffered for nearly seven hours at the hands of the air india staff.