Idp Ielts — Extremely Bad service provided by my counsellor

Address:

Pune

My counsellor is the most ignorant, demotivating, and useless person I have ever seen.
I paid 12k for my USA service and yet I haven't received any proper service from her. While joining the Consultancy she never asked me for which field I am aiming for. Later when I mentioned this all in a form, she never read it. She never reviewed my profile properly for architecture and after 4-5 months of payment, she says that she is inexperienced with M.Arch service and can't provide much help to me. This was the time when I had to start applying for universities. She never shortlisted any university properly for me and only listed those which I found by myself and sent to her. So not much option over there. Whenever I asked her about the budget and scholarship for these universities she ignored it all and never replied to these questions.
She takes 3-4 day-offs a week and only replies to me during my college times which is from morning 10 to 5 evening. If I contact her at other time than this, she won’t even pickup my call or care to see my messages. No matter what kind of doubt I ask her, she would reply to it days/weeks later or she won’t even care to reply to them.
While applying to colleges she never evaluated my profile, which is her very first job to do and they have to do it for free. She solely judged my profile based on GRE scores which wasn't even required by any of the colleges/universities I was applying to. She said that I would never get accepted in UB or USC without even checking my documents or portfolio. The moment I submitted my application I got accepted to UB in 10 days. If she wasn't so demotivating in the beginning, i could have taken other better universities into consideration as well.
Now when I need her assistance the most to decide between the colleges and prepare for my financial documents, visa and all she is not replying to any of my msgs for past couple weeks and not even picking any calls. However, she never forgets to send IDP promotional messages like a notification about a new educational fair, etc.
I really can’t depend or hope anything form her and would like to change my counsellor for a better one or get my refund and get help from my friends like I did during the whole preparation time.