Cleartrip — Refund not being made even after submission of waiver letter from airline

Website:

www.cleartrip.com

Let me now put in the entire history of conversations and email exchanges that have happened so far with ClearTrip

This booking was made for 16th June 2016 for Moscow to New Delhi for Mubasshir Khan (my Cousin Brother) and was eventually cancelled on 14th June 2016 (well in advance of the Travel date) due to untimely death of his father.
Upon talking to a customer representative from Cleartrip, I was asked to go and speak to airline official and get a Wavier letter from them to get 100% refund of this tickets. This letter has been emailed to cleartrip multiple times by me. I have also attached same with this email as well. This letter was obtained from Air India's Office on Surat Airport and has a sign and a seal from the officials.

Upon request later, death certificate was also emailed to cleartrip to facilitate the refund. Same attached with this mail.

On multiple occasions when I called customer support numbers, I was told that the process in underway and would take some time to make the refund and all information required to process the refund is with them. On a call made on 1st of August, I was explicitly told that the approval has been received and it was now with finance department and payment should be with me in 2 weeks.

After waiting for 3 weeks, when I called again on 21st August, I was told that the refund cannot be made because it was a case of no show. This is something that I do not understand. The tickets were cancelled well in advance and I have a confirmation email from Cleartrip of same. (Please see attached)
so now how can one be no show if the tickets were cancelled? This needs to explained.

Further to this I was told by the representative on the line that the wavier letter that has been submitted by me was written in pen and anybody could write and send that. This is bloody ridiculous. I dont think he saw the sign and seal of the station manager on the letter and this was noticed after 2 months when things came to [censored]? Bloody ridiculous and unacceptable reason and this is something that needs to be handled between cleartrip and air india. Its your problem and not mine.

After being on hold for more than 60 minutes that day, I was told that since it was a Saturday, Airline officials could not be reached. I would be called on Monday and the issue would be cleared. Its been 6 days now and I have not had a single call or email from Cleartrip yet.

Today, I have tried more than 20 times to call customer support number and I have not been able to reach beyond providing my Mobile number and travel date. [Worst call centre system I have used till date]