Indian Railway Catering & Tourism Corporation [IRCTC] — no refund provided for train ticket cancellation whose route has been diverted

Address:

Rewari, Haryana, 123401

With due reference, I am writing you here that I have booked a ticket from my irctc account on dated 4th of Sept. 2018 for my father Mr. Madan lal and my mother Mrs. Anjala. PNR number of the above mentioned ticket is "[protected]". Prior to 2 days of my journey I got to know that train has been diverted from their original route and so I called to 139 customer service related to same.
I got a message from 139 that I need to cancel my ticket after 4 hours from the train departing time and so I did the same.
But after doing the cancellation, I am not able to file TDR and any further process related to refund of my money.

So it is my kind request from you that please expedite the issue and resolve it asap.

Thanking you!
Naveen Kumar.