Mobikwik — money blocked for ola booking and not refunded after cancellation

I have had a nightmarish experience with online mobikwik help professionals. The level of service is amazingly poor given that it is an online wallet and one would expect them to be able to at least handle errors due to technical glitches promptly. It all started on 4th august 2018 when i made an ola booking and cancelled it via mobikwik however the mobikwik app froze and till this date it's blocked 1980 for ola booking (Blocked not debited which means the transaction wasn't processed at the end of mobikwik) and additionally ola via mobikwik is bow inaccessible for me as it keeps showing "please wait while we track your ride".
I raised a request (Ticket no. 8859479) for the same in the last one month they first resolved the request by messaging me how to book cab on ola, after pointing out that the error was about money incorrectly blocked they reopened and "escalated" to it after 28 days of escalation (Only god knows what escalation takes so long to process) they closed it again referring to transactions before the one that's causing the problem and informed me that the issue is resolved. Then when i sent them another bunch of screenshots so show how they were wrong they inform me that the transaction is processed with no reference to which i had to point out to the people that the transaction log clearly indicates that their claim is false.
Their response so far would have been hilarious if it weren't for the little bit of money involved. I am a big user of various wallets and onlieb portals like a lot of people but the absolute incompetence of the "help" in mobikwik is beyond belief. You are a mobile wallet and are seeking to supplant traditional banking channels only thing that defines you is a robust it platform and effective customer complaint resolution mechanism, but sadly the you are lacking in the latter massively. This is not a one-off as my attempts to get kyced on you wallet also showed me. I hope this catches the eye of someone who has the common sense and autohority to resolve this.
I am unable to attached the screenshots here, but you should be able to see the relevant screenshots attached to the chat trail with the ticket no.