Sotc - Fed up with harassment

This is the first time we have booked our tour for * people to Europe with SOTC and in the very first deal, we have felt that SOTC is the worst travel agency ever. We have booked our tour by paying Rs. * lakhs on **.**.**** vide booking file number GS******** and acknowledgement number: ACK-****** (sharing the ID of *pax).
On **th April ****, we had sent an email regarding the cancellation of a booking of * passengers. We have submitted the medical reports of those * passengers but still, the travel agents are harassing us rejecting the reports saying that they require printed reports. Is it necessary that the hospital/ Clinic/Doctor to whom we consult should issue a printed report only? My father is a doctor and he never issues a printed system generated reports.
After getting annoyed by the agent we have arranged a printed report also. Now, these people want an MRI report. We are super surprised to hear this from a travels company. Does a Doctor who is practising from the last ** years and is an MD holding a valid degree is not competent to issue a medical certificate? This is really very disgusting to hear from such a reputed company. If a person is unfit to travel does an opinion of an MD is not valid? Is it necessary to go for an MRI just because we have paid you our hard earned money to your company?? I feel to go for an MRI should be recommended by a doctor, not by a travels company. I being a daughter of a doctor can very well arrange an MRI report but would that be fair if your customer arranges a fake report and submit to your company?
We tried to make agent understand but our efforts are in vain. These people do not answer to our emails nor do they answer our calls. Today these people have conveyed that if an MRI report is not submitted they 'll not refund the whole of our money. It has been ** days we are constantly in follow up with Mr Haresh and Mr Rufus but either they do not answer our calls or if they answer they utter such non-sense things. We feel SOTC needs to educate their agents or the company should not have inserted such refund clauses. At the time of booking these people have called us *** times and have assured us with best services. Is this the service SOTC is rendering to their customers? After paying they have stopped answering our calls. Not only this we have still not received any visa dates or any communication for the other * passengers. At the time of booking, Mr Haresh assured that he shall share flight details with us within * days so that we can arrange our flight from Bhuj to Delhi on our own but till today he has not answered to our messages nor has answered our calls. This kind of attitude is very disturbing and annoying. It feels like the * of us have also been trapped by SOTC.
We request you to kindly intervene into the matter and refund our hard earned money of * passengers or transfer it to the other * passenger account.