ICICI Bank — EMI on credit card

I was assured by ICICI BANK personnel Shubhadeep who is working with you Guwahati Branch, that I can convert my complete outstanding amount of credit card to EMI now when I am trying to get the same done no one is really helping me out in the same regards.

I tried to contact and connect with the team multiple times but no one helped me here.

Apart from this one of my friends using the same facilities by ICICI BANK was able to convert the complete amount to EMI.

The question here is why I am not being provided by the same services which were offered to my friend.

Moreover why I am not getting proper response from the Bank.

Why there is a discrimination???