HappyEasyGo — denial of escalation service by call centre executive

Website:

www.happyeasygo.com

I just spoke to HappyEasyGo call centre executive - Yash. He refused to give me his full name. This was regarding the refund of one of my tickets. He confirmed that the airline had processed the full refund and it was reflecting in their system as well. He refused to cancel the booking for me and advised that i should do the same online. I did that but online they were asking for an attachment, which i did not have. I had faced a similar issue last time and had to speak to the supervisor to get the same resolved. I told him this and I requested him to hand over the call to the supervisor. However, Yash repeatedly and flatly refused. He told me to write to [protected]@happyeasygo.com but that e-mail ID is incorrect, as i discovered post the call. In any case, i repeatedly insisted on speaking to the supervisor, at which point he placed my call on hold for 2 minutes and then deliberately disconnected.

How can i be refused access to escalation so repeatedly and blatantly? Kindly check the call recordings. I had placed the call at 4:18 p.m. on 10 October 2019 and the call lasted 20 minutes!