Cleartrip — ticket cancellation/reissuing

Address:

Mumbai City, Maharashtra

I booked the tickets for my parents from Chennai to Newzealand (Trip ID :[protected]. Since there was delay in getting the visa, I tried checking the site for refund amount. There is a button "calculate refund amount" and tried clicking it 2-3 times. It always comes back saying that refund is a complex process and need to check with the airlines and will send you a mail in 4-5 hours. I never got any mails from them. Since time was running out, I cancelled the ticket on Feb 15.
Now I am hearing from them that I will not get any refund for that (it is 1.23Lakhs, not a small amount to forego).
I tried calling Air NewZealand helpling[protected] same day and the representative on the call clearly told that ClearTrip can re-issue the ticket and given the situation, she offered to waive the penalty as well.
Then I connected with cleartrip and spoke with the floor supervisor (Saranj) and explained the whole thing and also shared the contact # for Air Newzealand. He also spoke with the AirNewzealand representative and she explained about re-issuing and charge the difference for re-issuing.

Inspite of that, cleartrip came back and told me that they can't reissue the ticket. I don't understand when the AirNewzealand is supporting this, why cleartip is not ready to reissue the ticket.

It is 1, 24, 000 Rs of hard earned money. Requesting your help to sort this out.

I have attached back and forth call trace between Air NewZealand and ClearTrip.

Please help me in resolving.