Maharashtra State Road Transport Corporation [Msrtc] — bus did not arrive and my money wasted

Hi, i booked ticket from wakad (Pune) to vashi (Navi mumbai) for monday 2 dec 2019. Starting point of bus was 5.16 am from swargate and the bus was expected to come at wakad 5.52 am. End point of bus was mumbai central. I called up swargate bus stand at 5.45 am to confirm if bus has left from swargate. I was told that bus already left and bus number is 8451. I waited for the bus but it did not arrive. I again called up swargate bus stand at 6.45 am and this time i was told that bus is in the traffic and bus number is 8438. I again waited for the bus. Meanwhile i was talking with st conductor at wakad bus stop but he was not aware about the bus.

At 7.15 one bus came which was towards dadar and obviously this was not the bus which i was waiting for. I kept waiting for my bus. At 7.45 am i checked with local bus conductor at wakad bus stop and he told that bus already left. The bus which i was supposed to board was dadar bus.

Questions
1. How will i come to know that i need to board dadar bus? My ticket was for mumbai central.
2. Who is responsible for this mis management? Who will refund my money?
3. I called up swargate st bu stand almost more than 30 times. But my call was answered only twice. Why no one picking the call?

I am very disappointed with the service of the st and this is the second time i faced issue with st. First time i did not raise any complaint and let my money go into your pocket. But this time, you have to refund.

Below are ticket details. I booked it from red bus app.

Trip number : pneo0044394
Aprrox. Boarding time : 05:52 hrs.
Ticket number : 40333104
Transaction id : rb[protected]
Service start place : swargate, pune
Service end place : mumbai central
Passenger boarding point : indira college wakad
Passenger alighting point : vashi highway
Date of journey : 02/12/2019
Departure time from starting point : 05:16 hrs.
Bus service type : semi luxury
No of seats : 1