Zebpay — zebpay has deducted my bitcoins & not even responding

Address:	Gurgaon, Haryana, 122002
Website:	www.zebpay.com

On 23-jan-2018 i transferred 0.1535 btc from zebpay wallet to koinex wallet. This is something i have done many a times before as well without facing any problem. Ideally after deducting the network fee of 0.001 btc, the balance btc of 0.1525 btc should have been sent to my destination. But to my surprise, i received only 0.11918 btc in my koinex wallet which is 0.03332000 btc less than what i had sent. Infact on the zebpay mobile application, it shows that i have sent 0.12018 btc whereas in the trade history of the same zebpay mobile application, it shows 2 transactions, 1st shows that i have sent 0.15350000 btc @793100₹ & 2nd shows that i have sent 0.15100000 btc @798500₹ after deducting the network fee. Basically in laymen term, i had sent btc worth ₹1, 21, 740 from zebpay wallet & what i received in koinex wallet was ₹97000 that too with koinex's btc selling rate was ₹8, 33, 000 as compared to zebpay's btc selling rate of ₹793100 which is a loss of approximately ₹28000.

On 23-jan morning, after receiving less btc in my koinex wallet, i immediately called up zebpay's helpline & explained everything.in response, they confirmed that i have transferred 0.1535 btc & said that b'se of some server or technical error, the correct btc no's are not showing. They asked me to raise a ticket. I ended up raising 4 complaints asking for refund but no one responded. The complaint no's are 838658, 835443, 834979 & 834959.

Finally i received the following reply from zebpay:

1st response
"we have just gone through your transaction and we could see that you have sent 0.1535 btc and the amount of btc received on receiving address is 0.12018 btc. So the rest of amount is transaction fees. These transaction fee is not charged by zebpay instead it is charged by block chain network. These fee goes on fluctuating and it depends on amount of btc you are sending."

2nd response
"we would like to inform you that, in zebpay application user's can see pre-defined bitcoin network transaction fee before doing a bitcoin transaction. You will be charged this pre-defined bitcoin network fee when you send bitcoins to a bitcoin address depending on congestion in blockchain network and on a number of bitcoins you send. Fees are dynamic and updated on daily basis. Further, we would like to inform you that sometimes our pre-defined bitcoin network transaction fees are less than actual bitcoin transaction fee due to the congestion on blockchain network.in that case, zebpay pay's the additional transaction charge on user's behalf to blockchain network to make the transaction successful.

Despite themselves mentioning that zebpay pays the additional charges on user's behalf, they still have the audacity to tell me that blockchain has deducted the money as network fee.

Pls help me in getting the refund of 0.03332000 btc which is almost close to ₹28000. It's my most humble request. I can't let these cheats to get away with my hard earned money. I am attaching all the snapshot's as proof.

Regards

Rahul