Vetri Travels — Bus not came to our route and not refunded our amount

Me and my husband were booked the vetri travels AC sleeper bus from rasipuram, Andagalur gate to chennai by redbus app for return trip.
WE reached the pickup location by 10:20pm. our bus timing is 10:30pm, we called the driver and asked him where was he.
initially he told us that, the bus won't come via that location, then he said wat for 45 mins and cut the call.

i called him again and asked how can we wait for 45 mins its highway, and its almost 10:30pm. he replied like, if you want, wit ther, else call to customer care and go

we called customer care, one lady picked the call and said, let me wat for 5 mins, will call back to u...
but no calls arrived

we called her.. she keep on told that wait for 5 mins...

and we called the driver after 45 mins... he told us to wait 30mins more...

That told us, i'm responding u please understand us... he is the only one person who handling passengers and call also...
but how that was our problem... we are at mid night on highly risky area with police officers... who came for security purpose...

we asked the customer care lady for refund from 11:00 pm, but she didn't told us till 12:30 pm, that refund is not available... have to call redbus.

We tracked the bus from redbus, the bus crossed over way by 11:40pm via another route.

We again called driver, he told us to wait. but the bus was crossed.

so we called customer care lady she also told us to wait... then the customer care lady called us, and said, "wait for bus another vetri travels bus will come, they will pick u and shift to
your booked bus, which was already crossed...

there is no way for us so we waited, but the driver called us and told that, come with auto i will give money to u.. and i will pick from crossed location...
that time there was no auto available.

We returned to our home with my brother(luckily he was not went for night shift job)

then the vetri travels sent message that, we waited for long time for your arrival, since u r not coe to pickup point we cancelling your tickets... sorry ...

the redbus customer care also not responded till we told them, to we will complaint on consumer portal... then they called us and told us to wait for 48 hours... the 48hours got over...

so i raising this complaint please refund our amount...

we suffered:
1. we were on pickup point on time
2. waited for more than 2 15 hrs at midnight... highways... highly risky area
3. loss of sleep and mental peace
4. On next morning my husband has appraisal meeting, he lost the good remarks (one year of hard work)
5. Amount lost... not refunded yet