Nsdl E-Governance Infrastructure — non refund of processing fee after pan application rejected due to a bug in their system

Dear team,

On 27/09/2019 i tried correcting my name in pan card through nsdl website so i created a request for the same (Token number - [protected]), after providing necessary details in the pan application form (Application type: form cr, category: p) for name correction i was directed to pay rs.106.90 as a processing fee. After making the payment through netbanking i was asked to provide my aadhaar card details to consider it as a proof of identity for name correction but when i provided my aadhaar card details and submitted the pan application form it was rejected stating that my name in the aadhaar card and the name i am trying to update in the pan card are not matching after which neither the amount that i paid as a processing fee was refunded nor i was given any option to make any corrections to my pan application form.
Below listed are my concerns which are need to be addressed:
1.in aadhaar card my last name contains only my 'initials' but in nsdl portal i was not allowed to enter only my 'initia'l in the 'last name' field, the system allows only when the full expansion of my 'initial' is entered in the 'last name' field so i was forced to give the expansion of my initial in the 'last name' field to proceed with application submission so that means obviously there will be a mismatch in the name that is present in my aadhaar card and the name that i give in the pan application form, which clearly means the fault is not at my end but because of the different set of rules that they follow in aadhaar system and nsdl system to capture the last name of an applicant. They should make the correction in their system to have a common rule for the 'last name' field both in aadhaar card and pan card, if not they should not reject the application form stating the mismatch in the last name.
2. The above validations between aadhaar card and pan card should be taking place before the payment is made by the applicant, only if all the details are matching it should allow the applicant to proceed with payment.
3. If they have received the payment without validating these details then they should not reject the application form because of the defective rules that they have in their systems.
4. Also no other option is given to the applicant to edit the application form post rejection, which means public has to lose their money every time for the bug that nsdl and aadhaar have in their systems, applicant has to create a new request every time and make fresh payments as a processing fee for a service that he/she do not receive, this gives out a picture in common man's mind that it is more like a scam to loot public money.
5. This bug in their system fails the primary purpose of bringing in e-governance. The primary objective of e-governance should be to ease all these process through logical validations and strong authentications but that is not happening here in this case, instead it creates more hardship and monitory loses to the applicant.
6. If this bug is not corrected then many applicants wont be able to have their pan card and aadhaar card linked since there will be a mismatch in the names between the both.

I request you to take this upto the relevant authorities and have these issues addressed. I want the money to be refunded since the fault was not mine. Also i want the relevant department to help me have my name changed in the pan card through online.

Below are the transaction details:

Online pan application token number - [protected]
Application type — form cr
Category — p
Transaction reference number — rici[protected]
Date & time of transaction — 27/09/2019 2.23am
Payment amount — 106.90