Complaint regarding refund of my ticket on Red bus

I have booked ticket on red bus from Durgapur to Dhanbad for two passenger and as i have to catch train at 9:30 from Dhanbad. Bus was supposed to reach Durgapur at 6pm, but it didn’t. we wait for 1 hour and tried to call the driver again and again. After many attempts driver picked and said.. that it will take more time and that the bus will reach almost at 10:30 at Dhanbad. So we somehow at 7:30 booked private taxi to reach Dhanbad which cost us another fare. The ticket was of the 17april and from last 20 days i am filing complaint on their site, but they are just forward a same mail again and again. They are refusing to give refund and said driver tried to provide alternative solution to us. Whereas driver didn’t provide any solution. He was not even picking the call. I want refund of tickets.