Refusing full refund for the mistake made by Easemytrip

On 22nd January 2017, after trying to book the ticket for the first time from the @easemytrip app, when I did not receive any confirmation, I made several calls to @easemytrip customer care number. I guess 4 calls but I have recorded 3 of them. In all the 3 calls I made it very very clear that I did not receive any mail from their end. On the last call of that day that I made (for which the audio recorded time is of 4:52) to @easemytrip, , their representative Ms. Sonal Arora made it very clear to me that my transaction was failed and I will be getting my money back in 3 days and I can try for a new booking. I have the recording of these statements coming from her and the exact words were as follows:

Sonal: Sir, yeh booking toh aapki fail ho chuki hai, joh apka amount yeh joh debit hua yeh apke account me credit ho jayega automatically three days me and aap dusri flight booking try kar sakte
Radeesh: Toh yeh mam, mere pass itne paise hai nahi account me, main kya karu
Sonal: Sir dekhiye, agar main aaj bhi aapka process karti hu toh three days more lag jayenge aapka refund process hone me
Radeesh: Arre yaar
Sonal: Normal 3-4 days hamari taraf se lagenge and sir bankwale time lenge 2-3 days ka
Radeesh: How is it making my trip easy then?

English Translation of the Converstaion
Sonal: Sir, this booking has failed, the amount that has been debited will be credited in your account automatically in three days and you can try for another flight booking.
Me: But mam, I don’t have that much money in my account, what should I do?
Sonal: See sir, even if I process your request today, it will take three days at the least and then bank people will take their time maybe 2-3 days
Me: How is ti making my trip easy then?

The last words that I heard from an @easemytrip representative on that day were as mentioned above but now they are arguing that I did not check my email (which did not come till the time these words were told to me). I tried my best to know the status and only after being told that the transaction was failed, I stopped my efforts. So I don’t know why are they refusing to pay me my money. They never even called me once to tell me that the ticket was through. They did not ask me to wait, they just clearly said it was failed and you can book a new ticket (the call is recorded at their end as well) so it is not my fault. Why should a customer bear a loss for if their system has a fault.

They are always making false promises and have been delaying the matter purposefully from a long time. The ticket cost was 11,252 Rs.

Can you please help me resolve this. I have call records of the above conversation.