MakeMyTrip India — Credit shell not transferable

I had booked a Spicejet flight in March 2020 (PNR: UBIVVM), which was canceled due to lockdown. I received a credit shell from Spicejet, but MakeMyTrip has put more restrictions on it than are allowed from the DGCA guidelines.
Moreover, there is no provision of talking to a real person through their customer support which makes it even more frustrating.
The DGCA guidelines mention that "they (travel agent/company) shall provide credit shell, equal to the amount of fare ..on any route of (their) choice or the passenger can transfer the credit shell to any person including the travel agent through whom he/she has booked the ticket and the airlines shall honor such a transfer".
MakeMyTrip, however, only allows booking the flight with the same passengers. It doesn't even allow to book if only one of the passengers booked originally wants to travel. This is against the prescribed guidelines.