Indian Rail — tdr not refunded for cancelled journey during kerala floods

Address:	Mumbai City, Maharashtra, 400002
Website:	www.indianrail.gov.in

During the unfortunate Kerala Floods in August, we were one of the many tourists stuck up in Ernakulam. However, we were able to book 22114/KCVL LTT SF EXP, the date of journey being 16th August 2018. We had booked 3 tickets in 3A Class costing Rs.4295 the payment of which was made online. The PNR No. of the above journey is [protected]. The scheduled departure of the train was 5.15 hrs from Ernakulam Town (ERN) Station. The Train departed at around 10.40 am which is around 5 and half hours late. Till the train departed, we were assured by the Ticket Checkers that the train will definitely start and we will reach LTT. Also, there were continuous announcements on the ERN Station that this train will commence its journey soon.So till the train began, we did not cancel the ticket. Finally, when the train started its journey at 10.40 am, we were hoping to reach home. But as soon as the train reached Aluva at 1.30 pm, there was an announcement which said that the train will not go further due to the flooding on tracks and Aluva Bridge. Even the TCs were not aware that the train is going to get cancelled and go back to Kochuvelli from where it had come. We were confused and lost and did not understand what should we do. At this time the TCs asked us to file TDR to get full refund for the cancelled journey. We immediately filed the TDR.
But on 7/9/2018 I received a mail stating that the TDR filed against PNR Number [protected] with reason Train Diverted And Train Not Touching Destination Station. has been repudiated by the Chief Commercial Manager/Refunds Chennai Zone due to reason TRAIN NOT CANCELLED/DIVERTED AT BOARDING AND/OR RESERVED UPTO STATION, So case is Repudiated as per the Indian Railways Refund Rules https://www.services.irctc.co.in/betaDoc/Amendments_RefundRules_2406.pdf.
What i don't understand is how can the CCM Chennai Zone repudiate the the TDR even after knowing the situation in Kerala during that time. As per rule 16 of the above rules, we are eligible to get refund, but the CCM Chennai Zone has repudiated the request without understanding the whole scenario. There seems to be no clear communication between officials and railway administration due to which passengers like us have to keep submitting our complaints to various authorities even after 1 and a half month has passed after our cancelled journey. I would be obliged if my problem gets solved.