[Resolved]  Axis Bank — cheating customers saying privilege card joining fee free for priority customers, instead charging..

I have opened a Priority Account with Axis Bank during 2nd half of 2018. After opening the account 2 months later, I have applied for a credit card in Axis. Even after I requested for Privilege card knowing that joining fee is NIL for priority customer, the executive had applied for Buzz credit card without my knowledge and came to know about it after receiving the card. Then I spoke to the executive regarding this. He simply given the answer as he forgot to change it. When I called to customer care and said the same, they said that I need to wait for minimum 6 months for card upgrade. So, I have waited for more than 6 months and then during May, I have upgraded to Privilege card. During the call, I have clearly said to the customer care representative that I am a priority customer, so the joining fee will be NIL or not. He said "YES". After receiving the card, Axis Bank has charged me 1500INR + GST as joining fee in my credit card statement. I was shocked to see that and immediately raised the complaint through Axis Bank website(not over the phone, because customer care representative denied to take the complaint over the phone as website is the only way to raise the complaints). The complaint number initially assigned is: 41386453
The customer support members who replied for this are:
-A Richardson
-Usha Mythreyi Pidaparthy
-Suneet Kumar Kauri
Each of them given different replies and made me waited for about 2 weeks. Finally when I called the customer care, they said that the complaint got declined within 24hrs of raising the complaint mentioning the reason "Customer is not a priority account holder and reversal of joining fee not possible". Once again, I got shocked after listening to that message. I requested to escalate the call. This time I explained the total scenario to the person I spoke with, he checked all the details and confirmed me that I am eligible for reversal of joining fee. Now, he raised another complaint with number: 41762096
Again waited for one week. No update at any point of time. Called again to customer care. He confirmed me that once again my complaint got declined within 24hrs of complaint raised with the reason being same again. I got frustrated totally and couple more escalations done on the call. Finally, floor in-charge person took the case and escalating the case without raising the complaint. Also, he promised me that he would call me after resolving the issue in 3-5 working days. As of now, nothing happened.

My questions are:
1.) Am I a priority account holder or not according to Axis Bank?
2.) Is Joining Fee for Privilege Credit card for Priority customers NIL or not?
3.) What kind of customer care team do the Axis Bank have to respond my mails in that manner even though complaint got declined within 24hrs of the initial period during first time?
4.) Do the complaint department have sufficient access and privileges have to check the customer records for solving an issue?
5.) Do any Nationalized Bank don't take complaints over the phone but only through mail?

Finally, what I feel like the Axis Bank is cheating the customers in this manner and I decided to proceed legally. I am hiring a lawyer for this. I need to know the procedure to complaint in ombudsman too.