Videocon Industries — d2h connection problems.

Address:

Mumbai City, Maharashtra, 400028

I have been using a d2h connection a very long time. Recently after the new trai regulations have come into place, we had to select the channels on d2h website. I had selected some channels which i wanted on their website. I even paid for 11+1 months. The +1 being free. I have paid almost 11, 000/- rupees.
But my selection still hasn't been applied (It has been three weeks, as of writing this). I have called multiple times, sent hundreds of emails, but it hasn't helped. Whenever i talk to a customer service representative, they tell me that the server is currently offline and to call again after about 15 minutes. This response is unacceptable as they have been doing this for not one but three weeks.
Their app is also terrible with about 1-star average rating. Their website is now taking me to the login page if i click on the channel selection page. Because of this, i can neither change my selection nor add a selection. They had also randomly subscribed me to their overpriced active range of channels although their customer service representative resolved this issue.
Now i can have given up hopes and want a refund of my money that i put into my d2h account. But there too they are telling me that my account is prepaid and they cannot give me a refund.
So now my money is stuck with a company with ridiculous customer service, a useless website, an awful app and all in all a terrible experience.
Please help in the refund process.