Airtel DTH - Nodal number issue

I had shifted my house recently. So I called them up to let them know about the same. But when I checked the antennae one of the screws was hammered bent. Which even the packers and movers couldn't remove. So I called Airtel DTH again they agreed to remove the antennae for me. I asked them if I had to stay back the person who answered my call said they will only do it. Hence I moved on. But later that I was told that there will be a delay. The next day they said they will resolve by that night. Then they said that I will have to go back to get the antennae. They had misinformed me. Which is not my issue. They dragged this on for a couple of days more. Different people called me, one who has no idea about what the other department has decided. So I went ahead and cancelled the subscription. Which is delayed as well. More than ** days have passed, But still, I haven't received my refund. My main issue is they have mentioned a number on their site which is of nodal and escalation team. But the calls are answered by the usual voice department. They have confirmed this multiple times on the call, which they should have on record. How can a company divert the calls made to escalation team to the normal CCE? Isn't that cheating?