ICICI Bank — Fraud on my credit card

Address:

411006

Hi,
I have a credit card with icici bank, on 25th december 2016 there was a fraudulent transaction on my credit card, rs 13000 have been spent on my credit card (Online transaction to vodafone), the credit card was with me all the time this fraud happened, i also got a call from icici that there is a fraudulent activity taking place on your card and that they are blocking the card, i gave them a green signal to block my card, after which i checked my i mobile app, which had no traces of such transaction so i became relaxed and carried on with my work.
After a few days when i opened my account online, i happened to see this fraud transaction, i immediately called in the customer care and informed them what happened, they told me that at this time (10.00 pm or 11.00 pm) the disputes settlement team was not available, and asked me to call in the morning, i called icici bank in the morning after spending 1-1.30 hours to get through the call center and the disputes team, finally they raised a service request(Complaint number) number (Sr[protected] and sr[protected], i was asked to give a copy of fir to icici bank along with one disputes form. I spent like 4 days to get the fir but the same was not registered in the police station as the police did not accept to raise a fir, so i brought a written application from the cyber cell signed by the dcp and also an application with the stamp of the local police station, i went to the nearest branch (Kalyani nagar, pune), they asked me to approach the credit card department at soma house, bhandarkar road, pune, maharashta, so i approached them and submitted my documents, as the person responsible (Area disputes manager) was on a holiday, i gave these documents to another person taking the number of the person responsible, the next day i called in to inquire and was happy to know that the person had submitted my documents to the responsible person, but when i called the responsible person i was astonished to see that this person was not at all interested to solve my case and talked to me in a rude manner, i informed him that i was recording the call but he continued to talk rudely .
Now few days after i get an email stating that the "investigation is in favour of the merchant", i inquired further and they said they will need a letter from my company hr or muster details that i was in office that day, i kept my company authorities in loop and asked icici bank to reply on the email so the genuinety of this case can be justified and the hr would give me such a letter, i am following up for 3 days now (5, 6, 7th april) but i have not received any response in this case.
I am very frustrated with this matter, i see no co operation from icici bank to resolve the disputes of customers. The delay in responses and the rude behaviour of the employees is a great concern as this is very frustrating .