Zoomcar — Charged for a trip I did not take

I booked an Amaze car (red colour) for a trip from 9th June to 11th June, 2022 through the Goibibo portal that offers car rental services through partnership with the Zoomcar app.

I reached the given location at 4.45am and searched for the car till 6am. Tried multiple times to contact Goibibo and Zoomcar through their customer support email id or phone nos that i found in their apps. But couldn't. Finally i got connected to a customer support executive from Zoomcar at 6.30am who informed me that the car is present in a different location. She even confirmed the same with the owner of the car. Finally reached that place only to find out that there was no car at that location. After about 20 mins
I found an Xcent car (white colour) with the same license plate around 100-200m away from the provided location. When I tried to unlock the car, it didn't so i contacted the customer support again. Finally after 5 hours of torture, at 10am we decided to cancel the booking. The customer support executive promised to provide me a refund for the booking amount and reimbursement of the bills that i incurred in travelling back and forth from these locations. It's been almost a month that i have tried contacting them through the same number but the automated message doesn't connect me to any executive. I have sent several emails to the Zoomcar team but have had no response in return. Have even tried contacting them through their app but again no response from their end. Would want to file a formal complaint against Zoomcar and request the payment for the same ASAP. I also have the call recordings with Zoomcar representatives from that day. Can provide them if need be.

Booking id: BTXAZ73BIOTUJG8
Registered email id: aaditya.[protected]
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