Complaint against Malaysian Airlines flight from Bangalore to Singapore

Dear Sir,

I have booked a malaysian Airlines flight from Bangalore to Singapore with Reference number L4L6C,
the terms and conditions clearly said I can reschedule my Return Flight from Singapore to Bangalore,which was booked under MH Flex option paying higher amount for it.
and from the day I booked the flight ,I was not able to access "manage my booking" option online and hence was not able to make any changes in my flight plan using internet.
later I pre-poned my return journey from 16 Sep 2016 to 10 Sep 2016, and I called the Malaysian Airlines Customer Care for Support,
the executive said though I booked my Flight in MH Flex ,he will charge INR 3000 for the rescheduling.
but he couldn’t make the change because of some technical issues.
later on,06/09/2016, I called again to the Singapore number of Malaysian Airlines Reservations to Change the date, the first agent who attended my call said I will be charged a hefty 1000SGD forchange,
I was amazed on listening this and asked to cancel my ticket. but the call got disconnected,
later I called again and this time the executive confirmed me that I am eligible for complete refund on cancellation and on that confirmation I asked to Cancel and send the confirmation mail regarding cancellation and refund to my email.
she agreed to that, and disconnected the call. but till afternoon I waited and received no mail regarding neither cancellation or refund.
later in afternoon next day,. I called again the Malaysian Airlines Reservations and this time the agent said that the cancellation is done,but I will not get any refund.
I told the agent that I have the confirmation from agent that I will get full refund and also I have the terms and conditions stating clearly that the full amount will be refunded on cancellation.
then he says ,85% of my amount will be refunded. I wonder if this is some kind of bargaining technique used by Malaysian Airlines?
and anyway I have suffered enough(each time my call lasted for more than 40 minutes), I agreed to that and he confirmed me that INR 30145 will be refunded to my account.
now again when I asked for confirmation email, again the agent says he is not authorized to do that.

and later i complained this to your senior management ,it was assigned to Margaret Celene Baptist,margaret.baptist@malaysiaairlines.com

case no: GTS 0955-09/2016/MB
i got an email saying that i will not get any refund as your internal policy based on some restricted fare dont allow any refund,
i want to know then why they charged a heavy amount for my MH Flex option,if that is not a valid fare

i am attaching my ticket in which the refund rules clearly says i will get 85% refund.

i am also attaching the email response from Malaysian airlines regarding my complaint.

so kindly the same,as i have never seen anything as mentioned in their company reply and moreover i have ticket as proof for my fare rules.
i checked for Indian customer care service for Malaysian airlines and got an email ID from your Customer Care number.and complained in that mail too.

i am attaching the ticket and reply from malaysian airlines as multiple jpeg files , as i couldnt upload the pdf