Nobroker — Refund of advance payment as the legal documents were not correct

I had booked a property through Nobroker.com in January 2023. The representatives from Nobroker.com who dealt with the transaction were Mr. Prabhukumar, Mr. Pradeep Kumar and Ms. Ilakiya (Relationship Managers). They told us that as the seller has taken a paid package from no broker.com, we have to pay the advance only through no broker.com and then only we will be given the seller details and the property documents. They also promised that the amount shall be refunded if the property documents are not correct by email. Based on the this, we had paid Rs 30000 through nobroker.com, through a link sent by Mr. Pradeepkumar by email dated 9/1/23. Thereafter, the seller details and the property documents were given to us.
Based on the consent given by the seller and nobroker.com executives that the property documents are all correct and up to date, we hired a lawyer to validate the documents and proceeded for the home loan. Upon verification, it was observed that the computerized patta was not in the name of the seller or any other person involved in the mother documents. As the seller couldn't provide us the necessary documents for the registration of the property, we couldn't proceed with the registration of the property.
Based on this, we had intimated this to Mr. Prabhukumar by email dated 3/4/23 and asked them to process the refund of the advance of Rs 30000. The seller also have acknowledged that they didnot provide the necessary documents for registration by email dated 9/4/23 to Mr. Prabhukumar.However, we did not receive any acknowledgement or reply email from Mr. Prabhu Kumar. We tried to contact Mr.Prabhukumar by continuos phone calls directly to his nobroker.com number and through no broker.com customer care for 10 days. We didn't get any response or reach Mr. Prabhukumar. Finally after all the harrassment by your employees by making us wait on phone calls, after waiting for 30 mins on customer care number, Mr. Prabhukumar came on call and says he is not on that department anymore and cannot reply to our email. I told him to connect me to the respective person who processes the refund, however, he refused to do so.
I had a lot of hope on nobroker.com while booking the property for your service provided for your customers. But in this situation to get refund of the advance amount paid, the customer is being harrassed by not even reverting back to our email, not attending our calls even if we call several times for 10 days. If such kind of treatment is given to your customer, how will refer your company to any of our circle?
Kindly take necessary action on this issue and refund the advance amount Rs 30000 paid to no broker.com at the earliest. Also kindly acknowledge the emails sent by us by lnforming the status of the the refund.