Redbus — refund of failed transaction

I have made a bus ticket booking from chennai to trichy on 3rd july 2019 (For the same day) and paid rs.2997.75/- from bank account through upi enable service. However, the redbus failed to make any booking and the money got credited into my wallet after a while. Since, the money didn't reflect in bank account i mailed to redbus ([protected]@redbus.com). The executive replied promptly by stating that there was an error, they didn't notice it and the money will be credited into my account within few days.

However, after few days i got a call from redbus service centre stating that it cannot be done. There is no such option in transferring money from wallet to bank account. When i asked details, they started telling that i have money in my wallet since 2018. This is ridiculous, i did not have money in my wallet. The money clearly debited from my bank account and it got credited into redbus wallet.

If their claim having money in my wallet. I have made one booking on 2nd july 19 where i didn't use the wallet instead i used amazon pay.

Please resolve and get the money to my bank account.