BookMyShow — no refund and no response from the company on the complaint

Address:	Thiruvananthapuram, Kerala, 695014
Website:	in.bookmyshow.com/trivandrum

I raised an incident id - [#7691182] ] but no response from book my show! Details below. I tried to follow up nd they gave this ticket number and after that nothing, no response.
On 24.12.2018 i wrote to them:hello bookmyshow team,
The below tickets were booked and i haven't received any cancellation or reimbursement but when my parents went to the theatre with the message and ticket they said the seat is already given away and the booking is cancelled.
My parents had to travel such a long distance to watch the movie and end up in such unnecessarily discussions and no seats for them, when they have no idea what the theatre people is making such adjustments with the seat.
The booking and the extra charges are paid to book my show by the intention that it is hustle free and planned.
They informed the parents that this ticket is cancelled but i don't have any mail or message confirmation regarding this.
Please get back to me what has happened.
(For odiyan movie in travancore mall 22.12.2018)
7.01.2019:
Hello bookmyshow team

Did you have a check on what has happened that day for the booked movie ticket?
Don't you think, when we book we also pay the money to block the seats and the service payment for bookmyshow, rather than going and booking the tickets front of the counter.
So for the extra money paid its expected that the service and insurance of the ticket is takencare.in this case my parents were initially taken to the seta and later told the ticket is taken by someone from counter. How is that possible in first place? I booked the ticket so that my parents have a good comfortable watch of the movie and not to scare our old people by acting smart, as though they are technologically illiterate. Finally my surprise for them ended up in a pain. It's not at ethical to entertain such instances and that is why i am writing to you. At least it shouldn't repeat for people in similar situations that the theatre informs in prior whether they are cancelling or selling it off to someone. This is a very bad experience for anyone for that sake.
Hope you can understand the concern and find the reason.