Denial of refund for a cancelled bus service

I have bought a ticket for 5th May 2017 on Mobikwik with Ticket PNR 92092226–225461 and Operator PNR 6737171831809. The time of journey was 7.45 PM in the evening and the name of the travels was AKB travels.

On the date of travel at 11.31 AM, I received an SMS stating that my ticket is confirmed with a different travels (Aditya travels – A P Travels) bus service 003, New PNR 756996 and advancing the boarding time to 7.15 PM.

Later to this I received a call from the umber 9322099980 stating that he was the operator and the bus I booked in (AKB travels) has a breakdown and hence they have changed my booking to Aditya travels. Since the boarding time was advanced from 7.45 PM to 7.15 PM, I said that I cannot make it and requested for cancellation which he duly agreed and advised that the amount will be refunded to my original source.

However, Mobikwik (The online portal) has advised that they have contacted the operator and found that the service has not been cancelled. Later to this I called the operator on the phone number 9322099980 from which I received the call and have been advised again that he has refunded the amount.

Now I am unable to receive the refund from Mobikwik.