Indian Railway Catering & Tourism Corporation [IRCTC] — not accepting tdr

Sir i had booked a ticket pnr no [protected] for me and my family from amritsar to new delhi but due to some reason i had changed the train and again booked [protected] for some of the same passengers from amritsar to delhi. Same time i tried to cancel the tickets of earlier pnr [protected] but was unsuccessful due to some app or backed issues as an last option i mailed same to [protected]@irctc.co.in but not getting any relevant answer.
Also [protected] train also got route diverted due to which we had lots of inconvenience. But i have got the mail through irctc that [protected] pnr has been accepted for tdr but not pnr no [protected].

It was an software or an technical issue, request you to kindly check with your backend team and help me in getting my hard earned money back