Cars24 Services — Party Peshi forfeited

My father is a senior citizen of age 77 years. He sold a car in CARS24 on 24 Jan 2022.
As per CARS24 policy they withheld ₹10000 until RC transfer is completed. As my father is old, so during negotiation we told he cannot visit buyer RTO. The dealing agent confirmed that visit is not required for senior citizen. So the money will get released as soon as RC transfer is completed.

Now after car handover, another agent calls and asks father to visit Siliguri RTO to get the withheld money. When I stressed about the discussion before sales. She said this is policy and money will be taken off. I, on behalf of my father, complained in twitter and Facebook. Result I got calls and they again stressed on policy and did not give the money.

My father agreed on the price knowing that he does not need to visit RTO for the remaining ₹10000. He is staring at a loss of ₹10000 from the agreed price of the car.

This policy was never stressed on when transaction was done and I have WhatsApp proof of the confirmation that father donot need to visit any buyer RTO.

So this is a breach of agreement based on which my father sold the car.
Please Help an old man!!