Thane Municipal Transport [TMT] — Complaint Regarding Non-Stop At Designated Bus Stop by Bus 65

I am writing to formally register a complaint regarding the irresponsible behavior of the conductor and driver of bus number 65 on [date] at approximately 23:24 hours. I boarded the bus from the Ghartan Pada stop with the intention to get down at the Amar Palace bus stop.
Despite issuing a ticket, the conductor informed me that the bus would not stop at Amar Palace and would take the bridge instead, citing delays as the reason. I asked why the bus wouldn't follow the designated route and stop at the scheduled bus stop, but the only explanation I was given was that the bus was running late. As a result, I was forced to get down and walk from another location to reach my destination.
This is not the first time such an incident has taken place. On multiple occasions at night, bus number 65 does not stop at the Amar Palace bus stop and instead changes its route via the bridge. This is highly inconvenient and unsafe for passengers, especially during late hours.
I request that this matter be looked into urgently. I have retained the ticket issued to me and noted the relevant bus details for this incident. I expect appropriate action to be taken against those responsible, and I would appreciate being informed of the steps taken to resolve this issue.
Thank you for your attention.