Cholamandalam Finance — charge for reducing rate of interest

Address:

Surat, Gujarat, 395006

My loan no. X0herhe[protected], i request to reduce rate of interest, they charge me 1% of loan+gst extra (91, 359), i call chola customer care they said they can't help for this and they don't know about my request, i think surat branch manager is involved in this because of customer care have no information about it how it possible, what is the use of customer care, help me plz