GoAir — credit note issued to our travel agent instead of refund

Address:

C1, 1st Floor, Wadia International Centre, Pandurang Budhkar Marg, Worli, Mumbai - 400018, Near Deepak Talkies (Map)

Dear customer service:
This is regarding five return tickets from bengalaru to mumbai on march 31, 2020 by go air. The last name of all five passengers is "govindrajan". The pnr# is u5gj8s. I have sent nine emails to go air on this matter. We are advanced age senior citizens with serious medical conditions. We are being harassed & bounced back & forth between go air & our travel agent. Our travel agent says "no refund but only credit note was issued by go air". They sent a snapshot that says "credit note for rs. 10, 345". I sent that snapshot to go air. I have also attached the snapshot to this mail. Go air responded by sending me a snapshot that says "agency payment" for rs. 10, 345". They insist that funds were transferred for rs. 10, 345 even though the travel agent's snapshot says credit note. We have bought tickets from this travel agent for years & they have never mislead us. My father, who is one of the passengers is 90 years old & has been in the icu of hiranandani healthcare pvt ltd-, vashi twice in the past two months (I had attached copies of his icu admission in my earlier email to go air). My mother, another passenger is 83. We have huge medical bills & no income coming in. Our travel agent says that go air has not transferred funds into their bank account on april 7, 2020 as stated by go air customer service. Instead, they have been issued a credit note. They have sent me a copy of the credit note which i have attached to this mail. They say that since they have not received the funds but only a credit note, they cannot issue a refund. I request go air to check with their accounting department & have this matter sorted out with our travel agent"orient tourism pvt ltd". I have wasted an extraordinary amount of time on this matter when my parents are seriously ill.
Just sending a snapshot that says"agency payment for rs. 10, 345/-"does not help since the travel agents' snapshot attached to my email says"credit note received for rs. 10, 345/- "
Thank you,
Radha

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