Receiving now no response from Betterlyf.com.

I had been taking therapy via Betterlyf.com. With their inept counselor experience, I decided to shift finally. But I am holding off from therapy for some time. In the meantime, I would like my case records to be transferred, if not me, to someone I am comfortable with. Earlier in August when I had reached them with the request, they asked for my next therapists's email. I am not okay with Betterlyf keeping tabs where their client is going. I reached out again to them to transfer records to a nominated person, now they are not responding. Been reaching out to them via chat such as I can also have a record, in this whole September- Nov duration. They say to message a certain person, or their regular support email, or that a response would be given in due time, but my request is not being responded to by them. Would like to seek counsel here, on what can be done. Is lodging a police complaint appropriate? I live in Gujarat while their company comes under Delhi jurisdiction.