Cars24 Services — Party peshi and payment due

I sold car through cars24 last year. 2 days before I was informed car has been sold and partpeshi to be done. I asked them to check for Bangalore rto. Post that I get SMS stating 10k is forfited because of no documents. I called the numbers in SMS line was too bad and could not make out. Customer care number was clear but when they redirected the same issue occured. I was asked to call between 10 and 6. Next day I called and 2xplained the situation but the representative disconnected the call. Post that there was no response. Called up customer care and they tried redirecting with no success. Next time customer care directed to grievance team who mentioned ticket has been raised and that details will be shared by SMS and mail. Complaint deatils have not been shared yet. I also emailed support I'd and got auto response with ticket number 481509.
Still to hear back as company seems to have taken decision to not pay, which is very unprofessional way of doing things. I was told we will have 120 days to complete this party pashi so surely this can be done.