IDP IELTS — trying to get a speaking test rescheduled but no avail

Address: B 203 Manar Manha Apt; Beside Micro Labs, Kudlu, 560068

My wife registered for ielts exam and registered for 23th nov as the date of her exam. We were told that the speaking test will be 7 days prior or 7 days later the lrw test. When the slot opened (On 13th) the only available dates were 19/20 nov and my wife was on an official tour from 18th to 22nd. So we called the call center and also sent mail asking for a date after 23rd as she was out of station. As informed by the call center agent we gave the proof (Ticket details) for her being out of town but even then she received a mail stating that the speaking test will be on 20th november. Again we contacted the call center and they said they will escalate the matter. We have been trying to follow up from 14th and there is no response. We received a mail to the first mail she sent stating the date is 20th (Whereas we never selected the date as we were trying to get a date post 23rd). After receiving the mail we again sent 2 mails and called as well to escalate but no response has been received. Now when we call its just said the matter is escalated and to wait. When the option is given t select dates there needs to be options for both prior as well as post the lrw test date.