Ford India — Failure of road assistance service and refund of money

We purchased my Ford car (MH05DH1998) in 2017. Me and my family met with an accident on 28-Dec-2020 near Narayangaon.

We call for Ford road assistance service to tow our car till Dombivali. Ford person said the towing car will be available in 45 mins so we immediately paid Rs.10200 to the team (Receipt proof available). After the person said it will be available after 2.5 hours. After 2 hours when we tried to connect with team and driver (Himalaya towing service), they said it will take 4.5 hours. Two ladies, one child, one differently abled senior citizen was travelling. We still waited in the remote area till 6.30 pm in the evening. Later the driver and Ford person did not pick up the call.
We asked the ford person to connect with driver but they failed to do so. Eventually due night curfew, looking at female and child safety and no response availed from FOrd, the request was canceled. Ford employee said that they will refund Rs. 10200.
Since morning I have followed-up several times with Ford but no response.

I am very disappointed with Ford service. I want to escalate this issue with higher team.
Could you please refund my money asap.