I had booked a ticket on 18th Sep. i tried to cancel the ticket on 23 Sep. However since there was an OTP issue i was unable to login. I called the customer care and requested a cancellation. She asked me to check later.
Once the OTP issue was resolved I logged in to cancel but saw that the ticket was listed under canceled trips.
I tried again later on the afternoon and again saw it under cancelled trips.
On 25th Sep, the day of travel, I received an SMS with details of boarding. I again called customer care at 5 am in the morning and explained the issue.
The agent said that the ticket was in upcoming trips and assured that a complaint was raised. I received another call from the regional customer care and I explained the issue multiple times to multiple people.
I received an SMS later that day that the issue is marked as resolved. I have written to customer care twice and called multiple times but there has been no response. Was this information helpful? | 
Next steps:
1. Email NueGo's grievance officer or nodal contact (check the "grievance" or "contact" page on the site or app). Give the PNR, the cancellation date, a note that the app showed it as cancelled, and the dates of your calls. Ask for the refund amount and a date in writing.
2. Ask what reference number the "resolved" SMS refers to. If a refund was processed, there should be a UTR or ARN you can give your bank.
3. Under the Consumer Protection (E-Commerce) Rules 2020, an online seller's grievance officer must acknowledge within 48 hours and resolve within a month.
If they don't, go to NCH (1915), then e-Jagriti. Each one is free to file yourself.