Personal — non-cooperative by branch manager

Address:

H 292 Kali Bari Marg New Delhi-110001, New Delhi, Delhi, 110001

Sir,
I am a pensioner having my pension account in gole market branch, baird lane, new delhi. I contacted branch manager told him that for the past four i am trying to get my otp for my another account (Mod) account but so far i have received any otp and requested him to check my mobile number. And also i requested that i have not received my pension sms and told to find out from my pension account why my pension has not been debited. But he told me to come to the branch i can not help you over phone. I requested him to check my mobile number whether it has been wrongly entered. It had happened in sbi earlier also. But even in this case also he refused to cooperate.
When any fraud from paytm happens then the sbi don't take responsibility and refund the money. They blame the customer. When account holders request for help they don't cooperate. Is there any bank rule that over phone you can't help. Kindly let me know so that i can write a letter to our hon'ble prime minister to take serious step in this matter.
Thanking you,
N. Dwarakanath
[protected]