Sri Krishna Travels — Refund not provided for bus broke down

Hi, I'm Rishitha. My friend and I travelled from Hyderabad to Bangalore on March 10, 2024 in Sri Krishna travels. Bus broke down in between kurnool and ananthpur highway. No alternative bus was provided. We travelled by our own to ananthpur bus station and then took another bus to Bangalore. The experience was terrible. We have tried reaching Sri Krishna travels for refund so many times and the response was not proper . Recently they told to that refund was initiated from their end and contact Paytm if you want refund and we did the same thing and Paytm came back saying bus operator denied refund. We don't know what to do but the struggle we have gone through that day was horrible. Started our journey at 8 pm at Hyderabad and reached Bangalore at 4 pm . I wish no one should go through this.kindly help me in finding an answer and refund for this issue . Attaching screenshot of the response of Paytm.