Mobikwik — useless app and it looks like a scam

In simple words, I would say the app is USELESS AND IT SOUNDS LIKE A SCAM.

I bought a product at the local store and paid using mobikwik app. I have selected the store on the app and I showed it to the merchant and he confirms that it's his store before I made a payment. The amount was duducted from my wallet but the payment never went thru to the merchant account.

I started submitting requests about the issue from the app HELP link and nothing works.

In my case they started replying the same response several times asking me to contact the merchant.
I kept saying the same story that the payment went to an invalid number (Which is their fault without validating the merchant and listing in their app - It sounds like a SCAM). They kept asking me to contact the merchant and just closing the ticket. They are just posting the log from their database saying that the amount was transferred to the merchant. When I called the number that they gave me from their logs never worked (Fake merchant number)

MY EXPERIENCE:
This is what happening from the last TWO WEEKS

1. First thing is that there is no customer care contact number to talk to anyone at this company.
2. I sent an email to [protected]@mobikwik.com and I have never received a response. (USELESS)
3. They don't bother about the consumer and the problems.
4. There is only one way to get in touch with these guys is from the app Help link and they take forever to respond to any issue.
5. SuperCash - BIGGEST SCAM
6. I have accumulated around Rs. 1500 supercash in my wallet from the purchases but 90 percent of the stores are not accepting the Mobikwik payment mode or supercash and Eventually all the supercash expired without any use.
7. DON'T GET INTO THIS TRAP LIKE ME WITH THEIR USELESS OFFERS

FINALLY...WHERE DID MY MONEY GO?

What do we call it if they can't figure out where the money goes? SCAM???

Thanks
Frustrated MobiKwik User