ICICI Bank — Moratorium not provided even after requesting before 6 days of EMI date and not providing reason as well

My loan EMI was on 5th Aug,
And as per RBI policy i was eligible to get moratorium for August 2020 month,
so I applied through ICICI bank portal on 31st July, but still my EMI got deduct on 5th Aug 2020,
So I called customer care they provide me SR number to track which is closed without providing any reaon,
So now when I'm trying to call customer care, My call get disconnected when I provide loan account number.

SR Number:
1. SR[protected]
2. SR[protected]

I also have screen shots with me which I captured during applying moratorium.