Bharat Matrimony — service not provided for assisted matrimony

My sister has paid 12k for assisted matrimony services on 7th june 2018. For the initial 3 weeks they sent profiles on weekly basis. However the concerned rm (Sunitha ghosh) did not call even after activation of the services. Just received profiles from her via email. Also, her colleague (Cp reddy) who used to call initially too stopped responding after a week. She then raised a complaint on 27th june post which the manager of rm (Bhavana aneja) contacted and spoke very rudely. As the whole thing happened within a month from registration, we asked for refund of money as the customer service representative advised that it is in their policy but he too refused to send an email confirmation of the same. However they are refusing to provide a refund too.
I need community matrimony to resolve this issue asap and provide refund.
Id - bes122819