Releasemyad.com — ad not published- money refund claim not responded

The online classified display in LOKMAT Mumbai under category, "Remembrance" was not published on 26/11/2018 as the Death Certificate was not available till then.
We called their customer care - [protected] on 1st Dec. 2018 and we were assured that a full refund is being initiated.
Thereafter on 5th Dec. a whatsapp message was sent inquiring the status update on refund; no response.
on 6th Dec. 2018, an email was written to Customer care; no reply till todate.
on 12th Dec. 2018 and reminder email has been sent.