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Indian Railways — Train cancelled but not processing refund on station window

Train No - 04696 Asr Kcvl SF Spl
Date- Aug, 22nd 2021
Boarding - Ambala Cant
Till - Vadodara jn
PNR - [protected]
Status - Cancelled
I went for refund at ticket window but they refuse because PNR number was not showing in system.
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