Nobroker - Token amount not refunded by Nobroker

I have paid token amount of **,*** Rupees to Nobroker Relationship manager on *th of July **** to get the owner details.
On the same day, when I called the owner, I was told he has not yet decided if he wants to rent the property.
I was confused as I was told by the relationship manager that my profile was approved by the owner before I paid the token amount.
The next day the relationship manager told me that the owner needs * more days to decide and I was left in a very bad position as I had already paid the token amount and did not know when I could shift. (I had already made clear that I wanted to move in by **th July)
On *th of July, I called the Nobroker customer care number and was transferred to the postpaid department where I had a word with the customer representative who told me she would talk to the owner again and confirm. I got a call later in the evening and confirmed that the owner has said he is not going to rent the property. (Note- The owner backed out)
As per the Nobroker policy if the owner backs out the token money is ***% refundable. (Told by the relationship manager and in the policy)
After that, I request the relationship manager to do the needful and refund the token amount of **,*** Rupees, as the owner backed out and as per the policy I will be refunded the ***% amount i.e, **,*** rupees.
Once I was confirmed that the owner has backed out and then I started asking for my money, Nobroker will just tell me they are following procedure and they will let me know.
Its been ** days, I have not received any kind of update, I have suffered so much just to get an update regarding my refund.
The Nobroker customer executive hd called me multiple times while he wanted me to pay the token amount, once I paid the amount he did not care anymore egarding any kind of issue that I was going through.
I am fed up with Nobroker and its customer executives.
I have emailed them, called them, asked them on insta still no response.
Nobroker did not give me any formal email nothing even after asking so many times.
Please help me with getting my refund of **,*** rupees. It will be a month in few days and Nobroker is not taking this issue seriously.
Even after telling them that as per the Nobroker policy as the owner back out I would be getting ***% my token amount money still they are not responding to any of my calls or emails.
Please help.