Byju's — Product cancellation and refund

Address: Jaipur Rajasthan

Dear sir/madam,
I had taken a TLP course for my cousin from byju's learning app. When byju's executive Mr. Prashant Sharma [protected] visited at our home for counseling, I clearly communicated to him that we will only take the demo of the product and if found useful only then i shall continue it. He confirmed about the 15 days demo programme that we can raise a refund request if we are not satisfied. We paid an initial amount of 5000 for registration which was also refundable if we discontinue within 15 days as per the refund policy mentioned in their application form. Payment ID of 5000 is BYJUS[protected] dated 25th April 2022. The amount payable was rs. 5000 as down payment and balance rs. 62000 through Avanse in 12 of instalments of rs. 5167 each.
Mr. Prashant Sharma (Sales executive of byju’s) committed me ( guardian) and the single working mother of the student that if we send cancellation email within 15 days of receiving the product we can cancel the subscription and we will get the refund of down payment of Rs.5000 and no further emi will be deducted from our bank account as the loan will be cancelled. This is also mentioned in the document provided by him.
As the student was not able to understand the content of the course, mother applied for cancellation within 10 days by calling Mr. Prashant. He insisted that he will arrange a different tablet programme for student and extend the demo period. He said if the student is still unable to understand the second course then they can finally cancel it. But the parent refused nd insisted on cancelling the product since 18th MAY because she couldn't afford the product. We sent emails about the cancellation of subscription.
We are continuously making phone calls and emails to the company byju’s and avanse that please complete the procedure of cancellation and refund the amount paid. But they are not responding. We are getting emi deduction reminders from bank end even after requesting cancellation.
Student's mother is a single hard working parent and only earns 9000 per month. She is so depressed about the loan. 1st Emi due date was 1st June and bank will make an auto debit on 7th June. We are trying to contact all day in order to avoid the inconvenience. They are not even synced with each other. The mother is not that literate so she completely relied on the sales representative Mr. Prashant and now the support team is saying why did u rely on sales person commitments. They are denying to cancel the loan application nd insisting to convince the student even if the issue is regarding content and fee. They are just avoiding the concern nd delaying it.

Please take immediate action on this.

Additional information –
Avanse Loan A/c [protected]
BYJU'S Premium Product (Order Number: SO-[protected])
Students name - Jiya Dabi
Total fee[protected]+62000 via Avanse )