ICICI Bank — charges deducted from my account

I have a NR0 account with ICICI from last 6 years..I am paying my home loan from this account which i have taken from bank of maharashtra...when i have checked my statement last month i was surprised to know that my emi got bounced despite having sufficient balance in my account...when i called the toll free no..they said there is some lien amount towards share purchase which is incorrect as i dont have demat with Icici bank...when i asked further information the lady told me that system is down and i have raised a complaint and you will receive email from us...then again i called the call center as there was no revert and was surprised again that they had not raised any complaint..this time i spoke to mr jayant and he assured me to give resolution in 24 hours...then i again call the toll free no and this time again they are saying system is down...they have also charged chq returned charges...pls help as there customer service is pathetic...My complaint reference no is SR[protected]