ICICI Bank — Incompetence of customer care

I had received a fraud transaction on OCT 1st 2024 and have disputed with the bank and received an email today after 60 days that amount has been reversed but when I called the bank to confirm they are saying it is rejected without a clear explanation why. I was not informed that the Service request (SR[protected]) has been closed and am still not clear on the status. I called customer care and they said they will transfer the call to customer dispute team but they transferred me to another IVR queue which did not connect to any department.
They have given me incorrect information via email multiple times and after 2 months told me they never got my TDR form and I was so worried I had to reach out to many bank representatives before I was finally told that documents are already submitted. I was told a TAT of 8 weeks but then in the email they kept extending to 11 weeks TAT. Even after mailing customer care almost daily for the last 2 months everyone is ignoring what I have asked and is summarising my statement which I already knew and specifically ignoring the question of why did the transaction go through when I selected "No" on the IVR call that came asking if this transaction was done by me. Only thing that was done was the card was blocked and call was transferred to customer care and even that call did not connect, it just randomly ended before I was connected to an agent. I had to call back using toll free number multiple times and even then that was not connecting properly so I was forced to go to the nearest branch out of frustration to file dispute.
It has been extremely difficult to connect to customer care and nobody has given me any clear information including my Relationship manager and I am not sure what to believe at this point.