Uber — i was charged for a trip which i booked but was never picked up

Address:

Pune, Maharashtra, 411058

Today i booked uber pool at 8.55 am from ishan nagari to bajaj brandview, and i could see the cab nearing my destination and within few mins i saw the status on uber app as "on trip" whereas i was still at my gate. I tried to reach the driver, but his mobile was switched off. The mode of payment used by me was paytm, and after some time i got a notification that rs.99 + change has been deducted from my paytm account. I raised a complain in the help section of the app asking for refund, but they turned down my request stating that my trip was successful so they cannit refund. Then i spoke to the driver who said that he was at home and some other person was driving his cab (This is so unprofessional) and that his fone was not working. But the uber team is not agreeing and is not ready to refund.