Byjus - refund has not received and no response from the company

i have purchased byjus for my sisters daughter as bday gift after using for a week she dont like the product so i have applied for replacement that they provide for **days they told we will cancel after the verification first a mentor was dealing with this then they direct me to another team they told we want to verify like that i have provided all the details they asked then they told it is in escalation whenever i called them they keep on directing me to another person finally they told me to contact then counselor who sold it he will direct it its been more than a month almost **days now i call no response for the mail no response i have calling them for soo many times but no one is responding just the finance person is calling me and asking me to pay for the emi for the canceled product why i have to pay the emi i asked but they are saying that we dont get any cancelation on your account it is active like that so what kind of steps they are doing i dont know for buying the verification process takes less than **min but for cancel verification its taking more that ** days no call are response worst response i ever seen