Reliance Digital — Store credit of Rs 1000 looted by Reliance digital.

Order no - RDF09462860
I was about to place the order worth Rs.1900 on 26th jan, 2021, but after selecting the store credit of Rs. 1000, and then selecting the remaining amount payment method to be UPI, the payment got unsuccessful without even entering the UPI id. Anyway, may be some bug in their app, but the store credit never got reversed. Wrote an email, called customer care, and then repeated the same on daily basis from 27th jan till date. Found couple of email ids for escalation:
cshead.[protected]@ril.com
be.[protected]@[protected]@ril.com
But none of these worked out.
They never keep track of the issue reported by the user. Every time you call, you have to narrate the full story to them. You call customer care, rather than resolving the issue, they ask you to send email at [protected]@ril.com. Many time I found, the customer care representative doesn’t understand what a store credit means, and as you to call the store, whereas the store credit is the credit you buy and is an entry in the app. Feel completely trapped by opting for store credit through their prebook order. Fully exhausted by following up. Now they have stopped responding my emails also. Now the question is, this loss of rs.1000, isn’t Reliance digital accountable to return?
Can they play with the customer money the way they want? Is it not a criminal offence?
Should I register a cyber crime FIR against the Company? Can an e-commerce company harass customer to this level?