Vfs Global India - Premium Lounge Services charges not refunded

[G-********]--[G-********]--[External] Unable to reschedule appointment second time even before ** hours
• Visa Appointment (dated **th June ****) booked for four family members in group (with no premium lounge services purchased).
• Rescheduled it to **st June **** (first time) (with no premium lounge services purchased)
• My documents were not complete so tried rescheduling it to another date on **th June ****, VFS portal said maximum number of reschedules reached. I still had more than ** hours, but your portal did not work. [Per their rules, customer can reschedule the appointment two times before ** hours of the appointment.]
• Due to this I had to attend the visa appointment on **st June **** and submit my file in hurry and my family visa got refused.
• Shared VFS Global Payment Receipt pdf at the New Delhi center (dated **st June ****) including purchased premium lounge services owing to the situation we were put in by VFS Global.
Now, they refunded visa appointment fee only after deducting some bank charges which no ecommerce site does and denying refunding premium lounge charges saying that I “purchased it at my own discretion”. It has been * months now & I am struggling to get the refund.
Moreover, if I intended to purchase premium lounge services, I would have purchased it anytime while making the appointment. But my documents were incomplete, and their customer portal neither help with second time reschedule of the appointment from their end, nor they could assure me of refunding the visa appointment fee so that I could book a new appointment that time only. I had to visit New Delhi center with incomplete files and purchase their premium lounge services owing to fact that their representatives at the center said to purchase it and they will give extra time beyond appointment to submit the application.
How it can be considered at my own discretion. If situation was normal, I would have never purchased additional service? Due to this situation, I submitted my application in hurry and got a refusal tagged. I find VFS Global to be responsible for the situation.
Kindly, investigate the matter & ask them to refund ***** INR for premium lounge services which I had to buy unwillingly.