Cleartrip — not processing the refund amount

Address:

Mumbai City, Maharashtra, 400022

I used this site to make hotel bookings - trip id [protected]. On 11december 2018
The booking was for 22december 2018
I purchased the cancellation pack at additional786 rs. Which allowed cancellation with refund for 70% of the booking amount anytime before 24 hours from the checkin date.

I requested the cancellation of this booking multiple times before 20th december 2018 and also followed up for the refund 70% amount after that.

The customer care service did not process my cancellation although they confirmed to me that they will cancel the booking.

And now they are refusing to refund the amount.

I have made multiple attempts to reach out to the customer care but no use
This has costed me 12096