MakeMyTrip India — cancellation fees

I booked flights for 3 pax mumbai delhi 4th oct.
Due to some emergency flights had to be cancelled.
On contacting make my trip, agent advised the refund amount which was quite a lot taken away.
I requested the staff to look at less cancellation she advised me to contact go air directly and cancel flights.

I wasted 35 mins contacting airlines to cancel flights.
Refund was sent back to make my trip.

Staff never advised me that make my trip will still charge the fees no matter wherever cancellation done.
Totally wrong information given and misguided

My refund arrived on 29th sept in make my trip ac
Till yesterday no one bothered to contact.
How can a reputed co can keep customers funds for 9 days.
If i don’t contac they will take my money.

No trust
Very bad customer service