Complaint BharathMatrimony services Misleading commitment and Service lapse

I have become paid member to BharathMatrimony services on 03-Dec-2016 by making payment of INR 9000 though online banking. I was given following 3 key commitments that influenced my decision:
1. The subscription price was negotiated at INR 8500, and I was supposed to get INR 500 as cashback within 3-4 business days of successful payment of INR 9000.
2. If I subscribe for BharatMatrimony portal then the same remains equally valid for other community specific portals as well, since BharatMatrimony is the parent portal.
3. If at any point I feel that I am not satisfied with the services of company then I shall get my entire subscription money-back.

Pre-sales, I had interactions with Saurabh and one of his seniors.


Multiple Concerns discussed with support teams in past:

1. There was a PRE-SALES commitment of giving me cashback of INR 500. I had not been given the cashback of INR 500 until 27-Jan-2017, even after repeated reminders and regularly changed commitment dates.

2. False pre-sales commitment: I was informed telephonically by the pre-sales executive (Saurabh) that BharatMatrimony is a master (parent) portal and others are subordinate (child) portals. If I take subscription of the master portal (BharatMatrimony), it will give equal benefits of all the other subordinate community portals as well. Had I known from the beginning that there is a separate subscription and processes for BharatMatrimony and SikhMatrimony, I would have made my decision accordingly especially when there is a significant disparity in the quantum of prospective matches in both the portals.

3. Dissatisfactory Portal - Very less number of prospective matches: For past 1 month, I have noticed that the number of prospective matches that I am getting in my profile dashboard has gone significantly down. I have noticed that on 28-Jan-2017, using exactly the same partner's preference filters in both the portals, I am getting only 750 matches in BharatMatrimony, whereas I am getting 1350 prospective matches in SikhMatrimony. I have explained this concern verbally to Rita and Sathish and many other customer support personnel verbally, and shared the screenshots taken on 28-Jan-2017 to Saurabh over the email. On a side note, if I compare these prospective numbers with other competing matrimony portals, the number of prospective matches is much less than the market competitors. Also, I am not very much satisfied with the package of services that BharatMatrimony offers.

4. Extremely poor customer support: During my endeavor to resolve my concerns, I have experienced that the customer support is not proficient enough to get the customer complaints resolved in a proper and timely manner. Over the emails, I was repeatedly given assurance that my concerns are in-process and have been given high-priority, however at the end, I was pushed back with a highly dissatisfactory response. Moreover, I have been acknowledged by the customer support that my concerns are genuine yet they cannot help me because of the company policies. When I asked about escalation / nodal / appeal protocols in the company, I was informed that there isn't any such protocols that can be helpful in my case. My experience with the customer support is covered in the next section of the email. Furthermore, I experienced some of the customer support executives talking in very blunt, rude and arrogant style.


Current EXPECTED RESOLUTION (ACTION REQUESTED):
Presently, I am looking forward to the refund of full subscription amount of INR 9000 that was paid on 03-Dec-2016, to be credited in my bank account latest by 17-Feb-2017.