Makemytrip

First time I booked international flight booking(Europe) thru’ Makemytrip. Bought travel insurance along with the flight ticket. But VFS office did not accept the insurance policy for my Schengen visa application as my passport number was not printed in the policy generated by Makemytrip. Tried to call their customer(s)care numbers several times from VFS office, but the response I could get was "All our travel agents are busy, please wait" repeatedly for half-an-hour. Due to short of time to submit visa documents, I purchased a new insurance policy from another vendor at the VFS premises. Later I sent e-mail to the insurance company to cancel and refund the premium amount, they promptly replied I have to approach makemytrip as they only generated the policy. I sent e-mail to makemytrip but received their automated reply to their "Trips" section or click on the link provided in a separate e-mail to directly chat with their CSA. But no separate e-mail nor the link. I tried calling all their customer service several times one by one for next two days, but always got the automated message "All our travel agents are busy.". Each call I disconnected in frustration after hearing this repeated message for more than half hour. Third day I tried their numbers from my breakfast time till lunch time and in one of the calls I pressed the option for "New Flight Ticket" instead of "Existing Ticket" and I got their CSA almost immediately. I explained the problem to her in the existing ticket, she said she will transfer to concerned team and back to square one, with same "All our CSAs are busy." music. Finally one such call I left the speaker phone on for more than half hour, then I heard someone saying "Hello". I explained the problem to him and he said he will take up with the concerned department who will call me within 48 hours. I am waiting for their call as I can only wait in the best hope. Let’s see what happens. But what is frustrating to the core is that I cannot effectively complain to them pointing their mistake as they always direct me to go to online support where there is no pre-defined option that explains my problem. Their CSA will not come on chat or phone because they are busy 247 for other customers, except when you try "Buy a new ticket" then you will get their CSA instantly. To sum up, their service is HORRIBLE