Ibibo Group / Goibibo — Booked the bus and the bus didn't come

We had booked the bus from.vapi to mumbai but even after waiting for 4 hours the bus didnt come. There was no bus driver's contact details nor there was any bus's registration number how should we contact if the bus is cancelled then also we could not get any intimation.such pathetic service horrible service. And when i called the customer care the person told they are working on it and with in 72 hrs they will intimate us with the solution if they are refunding or not by checking with the travels person but after some time i got a msg that your trip is complete and your issue ticket is closed. How come my trip is complete when i didnt travel and without refunding the money how can they close the ticket.