Zoomcar — Fastag payment denied

I had booked zoom car on 25th Oct 2022, Hyundai Creta MT Diesel, having registration number DL1C Z5190.
The fastag was not working, when we called the executive he said you pay the cash and upload the bill it will be refunded.
I did the same and they denied saying that they can't refund the amount.
Herewith I am enclosing the receipt of payment for your reference.

Request you to do the needful at the earliest.