OnRamp Money took my 10,000 INR payment but I still did not receive the crypto

I paid 10,000 INR through OnRamp Money and did not receive the crypto I expected. The funds were still with the service when I raised a support ticket.

I did not receive a useful response and was left unsure what to do next. If anyone has dealt with the same situation, I would like to know whether there is a reliable escalation route or a way to get a clear transaction-status explanation.