Mobikwik — supercash policy upon recharge/utility bills

I am highly disappointed with the supercash policy of MobiKwik.
It has been almost unusable now a days and getting expired with time.

For example consider the below mentioned transaction which was made via tapzo
Transaction Id: R6276155ACF62000FE9625600

It is clearly mentioned that "Supercash is applicable above Rs. 500" but supercash was not used hence I raised a ticket #8124431
But it gave me nothing but more disappointment.
The customer care people seemed they don't care at all.
They kept repeating the same phrase that had been trained to them and also behaved very rigid and irate, I had the feeling that they don't even bother to empathize the customer.
This is totally unexpected from mobikwik, how a company's policy gets changed in middle of a transaction???
Please check the above mentioned ticket number and go through the conversation for more clarification.