Make my trip - Unhelpful and inefficient frauds of MakeMyTrip

My name is Aradhana Sanyal and I am based out of Pune. My parents, father- retired Naval Officer and mother- a housewife are based in Mumbai.
My mother and I have never travelled out of the country as we as a family were not very well to do for a long time. However, things changed a few years back and financially my father started doing well. As a gesture of love, he offered to sponsor a fully funded trip for my mother and me to Paris and Switzerland for which he seeked support from Makemytrip.

He got in touch with one of the travel agents, Ashima Jain, whom I was gradually touching base with. She offered us a * days * nights Paris and Swiss trip, at INR *,**,***. We as a family discussed this and took on the opportunity. Having paid an initial amount of INR *,**,***, I was contacted by the visa agent for the next steps to procure a Schengen Visa. The balance amount of INR *,**,*** was taken soon after the appointment, even before the visa was issued.

Currently, we both have been refused for the VISA, stating standard reasons of incomplete documentation, which when cross checked by MMT visa agent was in order.

I tried to coordinate with your staff as to what could be possible next steps and they have been extremely unfriendly, arrogant and dismissive to my request- asking for solutions, postponing the trip, application etc.

Insipte of being told that I will be contacted for further assistance, I have only spent the day today calling up multiple people from MMT, trying, requesting and getting agitated, only to be told:

*. We will not be given any refund as mentioned in company policy- which was not communicated to us before, in fact we were assured that the VISA will come through.

*. Constant miscommunication with respect to policies. Initially we were told we could try to push our date of travel as we would need to reapply for the visa again.

*. I was blatantly then told that now we would need to cancel the trip and rebook for which there would be a cancellation fee and unsuriety about the amount being refunded.
I have been dealing with severe anxiety and restlessness for two days now. We are heartbroken that we won't be able to travel abroad, yet again. I'm not expecting you to empathise with me but if there is any way in which you could help my father get a full refund, I would be forever grateful.
I'm gravely disappointed with the treatment I have had to endure. I'm desperately seeking support from you.