Kotak Mahindra Bank — Bank unable to resolve fraud happened in my account within promised time

Address:

221002

There were some coupons I earned as per bank policy on usage of my credit card transactions but those coupons were invalid and I could not use them bank also agreed on this and asked for 48 hours to confirm on issue it's more than 300 hours and still no reply from bank I just get email from bank saying they require more time . I have escalated this to their customer care mail I'd and senior officials but no one takes ownership please help