Axis Bank — IMPS Charges reversal(Amount not credited instantly, taking more than 18/24 hours

Date of Incident: 19-Oct-2022

Description:
I made an IMPS transfer of INR 20000 from my axis bank account on 19 Oct 2022 around 5 pm. They have charged an extra amount for this IMPS transaction but did not transfer money instantly and at this time it is still pending from the bank to credit to the beneficiary account.

When I called to axis bank mobile banking team on phone they are denying to return the IMPS charge even though they do not serve the services for which they are charging.
They said as per their policy they can not return the IMPS charges if the transaction is not done instantly. They said the axis bank server was down at that time and the amount will be credited to the beneficiary in 2 working days.
I said them to send me email this policy, but they denied to send it by mail.

Please look into this matter as they are always charging this additional amount without giving such kind of service.