Tanishq — Golden Harvest Scheme - Refund Issues

My mother opened two accounts last year for Golden Harvest Scheme with Tanishq Store - Shyamal Road, Ahmedabad. Due to Corona as well as very high gold rates, she decided not to buy anything and wanted to get a refund.

Tanishq Golden Harvest A/c[protected],[protected]

1. Based on the company policy, after 400 days, Tanishq offers redemption of the amount. --- No one contacted my mother regarding that. Only the sales person kept on bothering her with calls to come and buy somethings else she will lose all money.
2. When I started redemption request(on behalf of my mother), they just gave a link to upload documents. When I asked if there is another way since my mother cannot send me documents on her own, they just did not reply. --- Their Customer care department just stops replying to you. There might be many people who could use their money in this hard times elsewhere than buying gold and I am really disappointed that TATA company is behaving like this. What can we expect from others if this is the case with TATA Enterprise?
3. Based on policy, Tanishq should refund the whole installment amount and 75% of the monthly installment. --- When I send this query to Tanishq Customer care, they have gone silent again. I do not know whom to turn to. Since I know calling Customer case will just add to my annoyance and frustration of dealing with such people.

I am sharing this here so that other people become aware of their behavior and refrain from putting money in such schemes. I have educated my mother to not to put money ever with Tanishq schemes and have created ETF account for her, so she can have her money whenever she likes.

My family has been Tanishq Customer since more than 10 years and this how the company replays loyalty of their customer.