Consumer Redressal

I have booked a ticket through IRCTC on Tatkal for the travel date 23rd Dec 2012, out of 4 tickets only 1 ticket got confirmed and rest 3 are on wait list (WL) after chart prepration. So my family (3 passangers) could not travel, on next day I have contract customer care of IRCTC and provided the details and they filed the TDR on my behalf on 27th Dec. Pnr Number: 4347427641 TDR Reference No: ekt2012122706556753 Train No: 12786 case# MFE/43401 Since then I have been following up, every time I get answer saying it is in process with SCR will refund the amount. In fact I met claims officer personally at HYD, she agreed to process ASAP. After 3.5 months I got a response below saying refund not admissible without providing valid reason. Isn\'t it cheating the customer by charging for WL list people who didn\'t travel? 1. wasted my time and money 2. harassing from past 3 months 3. sufferred me by confirming partial list and not allowed my family to travel. pls. help