Cars24 Services — I sold my car to cars24 in august 2024 in scrap but not received scrap letter /certificate which mandatory requirement of rto

Address: Clement Town, Saharanpur Road, Shubhash Nagar, chowk, opposite BM Hyundai, Dehradun, Uttarakhand 248002

Respected Sir,
I sold my car Santro UK 07 W0664 to cars 24 in Dehradun in August 2024. I have received payment but not received the scrap letter / certificate.
I have purchased new car and visited RTO Dehradun for granting the benefits as per govt order on scrapping old car. Which they denied asking for a scrap certificate/ letter of the car. For which I visited Cars 24 Dehradun branch on 13 Jan25 but did not get it, they told me to email on customer care, I also contacted them through email at [protected]@cars 24.com on reply firstly they told that they are working on in priority but latter they denied it.
I also informed them that their website mentions that on scrapping car by them we can get the benefit which govt provide on it. Hence it is their obligation to provide the requisite documents asked by the RTO.