ICICI Bank — Icici bank not waiving of late payment charges (Non payment due to genuine reason)

Address:

Pune, Maharashtra, 411057

I have a total outstanding of around 19000 INR towards my icici credit card bill. From quite some time i am following up with their customer care to waive off late charges of around 3000, which is already imposed on the bill. Have already explained that non payment was due to my mother's illness and hospitalization, but they are not ready to waive off even as a one time goodwill gesture, which all banks readily do.
Regards,
User