Nobroker - Amount of Moneyback Plan not Refunded

Hi. We purchased the moneyback plan from nobroker. At the time of purchasing one of their employee from NoBroker called us and we talked to her about our requirements. We inform everything like we can pay *round **k for *bhk and if it is *bhk we can extend the amount as per the rent. But they didn't help us as we were in hurry. We told them so many times that we need a flat as soon as possible. But they didn't provided any details till * to * days. So we found a property nearby through NoBroker and visited by our own but the property was very bad. So we found here and there of our own and got a *bhk for **k. But we didn't knew that this property was on nobroker also on a very less rent. When we are asking our amount back they are denying. They are telling that we have informed the details to their sales team, not to service team. So they can't refund the amount of moneyback plan. It is not in their policy. We had to inform all the details to RM. Now how can we know who is their sales team and who is their service team. And they said that they will not refund any amount.