Uttar Pradesh State Road Transport Corporation [Upsrtc] — refund issue

Booked two tickets from haridwar to delhi for 8th of june 2017.
Bus was to leave haridwar at 3:45 pm.
We reached at 2 pm for safe side. Waited till 5:30, bus didn't even arrived at the stand.
We called customer care, they were so rude, repeating the same line to wait there with no specified time limit.
Neither the bus was arriving, not there was an option to cancel the tickets.
We were stuck and helpless so we decided to go with other buses available to reach home.

Now i have already sent a mail to upsrtc around 4 days back for refund but no response.