VRL Travels — Bus problem they make waiting for 5 hr

I am travelling in bus from hubli to ahemdabad bus number KA25D4863, it's coming from Bangalore, after that they stopped service in Belgaum saying that bus is not having permit for other state & another bus is coming in 1 hr but after that it takes them to arrange bus after 5 hr, and they had sended ordinary bus not multi exel bus which we have booked tickets, all passengers got problem in highway and vrl customer care is not responding any they just cut out call, I want my amount refund.my contact no is [protected]