ICICI Bank — loan interest rate discrepancy, unprofessional, zero accountability, lies

Address: ICICI Bank Ltd, 55, Coles Rd, Cleveland Town, Cox Town, Bengaluru, Karnataka 560005

I've been a loyal customer of ICICI bank for about a decade now. On the 17th of February 2024, I went to ICICI bank (Coles Road) branch in Bangalore to take a gold loan. After discussion with the executive Abid
I agreed to take the gold loan at 12% interest rate.
However, in the Sanction letter issued they mentioned a 14.45% interest rate. I visited the bank, and they updated my sanction letter in writing as per my initial discussion with the executive and signed against it, assuring me once again that it would reflect on my ICICI bank app post approval.
I tried calling the executive as it did not reflect on the app and he did not answer my calls or get back to me.
After not seeing any gold loan details on the app, I visited the bank after 5.5 months on 29th July before my renewal date.
I met the deputy manager-Sushrita along with the executive Abid and that's when I learnt this 12% interest rate that was initially discussed was not entered in the system at all. Even though I produced the physical sanction letter copy that the deputy manager had signed, they kept beating around the bush and showed a lack of professionalism, as this was their job to enter the details correctly. They did not take ownership of their mistake or apologize. When I showed them my app and that the details did not reflect, they lied and told me that ICICI will no longer update gold loan details over the app. They again assured me that the 12% interest rate would be updated on the renewal date, and I trusted them as I had no reason to mistrust an official ICICI bank employee and deputy manager.
Today when I went to make the renewal payment, they asked me to pay the amount with 14.45% interest rate as the original sanction letter assuring me that it would be reimbursed to my gold loan account by EOD. Upon further inquiry as to why I would have to pay these charges as I've been running around to get the agreed percentage-12% updated over the last 5.5. months, she could not explain the charges clearly, including the excess amount that should be credited back to my account.
Initially she mentioned it would be credited to my bank account, and then later changed her statement telling me it would go to my gold loan account. I'm not sure which instance to believe anymore as there is no consistency with her words.
To renew my loan, again they deputy manager-Sushrita wanted to charge me a different rate of 13.95% today. On reminding her about my initial agreed percentage, she again in writing wrote 12% and signed against it.
Looks like she is just going in circles and not giving me any concrete resolution. This is absolutely pathetic. I don't understand how long it takes to update customer loan details over an app. This issue would not have arisen if they had done their job properly in the first place.
I trusted ICICI bank as this is a reputable bank, however as soon as a customer takes a loan, they are no longer interested in providing any customer service. The sheer negligence and lack of professionalism truly appalls me, and I feel cheated as a customer. I would also like to add that this has led to unnecessary stress and a loss of trust in the ICIC bank. Kindly help me in resolving this issue at the earliest.