Lufthansa — Refund not being processed

Hi,
@Lufthansa

Lufthansa booking code: MNAABN
Electronic ticket: 220-[protected]
Passengers: Ms Neeta Pooniwala

August 2022: I had purchased a round trip ticket for my mother BLR to BOS and BOS to BLR. I made BOS to BLR ticket refundable by paying extra amount of around Rs.20000 as we were not sure about the return date.

7th NOV 2022: I cancelled it thinking I will be refunded for the return journey. But now we are facing issues with the refund.

Bhumika Kapoor at esales.[protected]@dlh.de said this:
In reference to your trailing mail we would like to inform you that your ticket had 2 fare levels out of which 1 is non-refundable making the entire ticket Non-Refundable.
In case refund is processed you would be eligible for refund of few unused taxes only.

But the above information was not disclosed to us in the ticket or while booking the ticket. Why did they charge us extra money to make the return ticket refundable while booking when this was the scenario?
We should get around Rs.55000 - Rs.60000 refunded.
It is a lot of money for us and we need it urgently for personal purpose.
This issue is causing mental distress to my family as it is our hard earned money and it is not good for my parents health as they both have High Blood Pressure. Customer service at Lufthansa is not ready to address it even after calling multiple times.

Please try to understand the situation my family is in and help us.