Axis Bank — Charges on withdrawing my own money

Address:

Gurgaon, Haryana

I have a saving account in Axisbank. Recently I had to make a withdrawal of 12 lacks rupees in one go from my account. For that I went to my base branch office with the cheque. First they refused to give the money as they need 1 day prior notice for any cash beyond 8 lacs. Then I asked how much money they could provide right now if not 12 lacs. They said they could give 4 lacs only currently and rest I can withdraw later. Since I was running short of cheques, I rather preferred to come the next day to withdraw the entire amount. Bank also suggest me the same. I went the branch after 2 days and I withdrew 12 lacs this time.
To my surprise, after few days I got a SMS that my account was debited 6000 + 12.5% service tax( 750 ) as consolidated charges( without any proper explanation ). I inquired about the same from call center and they informed me that since i had withdrawn cash more than 10 lacs in 1 go, I was charged and I had to contact my base branch for any further explanation and call center can't help with this. I visited my parent branch asking for the same. Firstly, one of the persons sitting on a counter refused to give the explanation as they themselves didn't know why it was deducted. Then, i reached out to the branch manager. Branch manager inquired at his level and come to the conclusion that i was deducted for cash withdrawal beyond 10 lacs.
I asked the manager why your staff never informed me the same when I came to your bank twice. If they had informed about such charges, I could have made a withdrawal in 2 parts rather that 1. Manager replied, that they have many consumers to attend and they can't inform each and every customer about different charges and it is customer's duty to be aware of the charges. After a lot of arguments, he suggested me to submit a letter explaining the situation which he would forward with his personal recommendation. It has been more than a month already and I haven't got any reply as yet.