Byju's — No Proper response on return request

Address:

Bangalore

We have been requesting Byjus for return of the material and cancel the enrolment but we are not getting favorable Reponses.
We have contacted the counselor within the 15days of delivery of the material but he didnt inform us where or to whom to connect for same.
After tried alot we connected to Byjus call enter and now they say it is not possible to return and we can not take the request,
My question from Byjus is whey the counselor didnt inform us about whom to contact when we connected within 15days.