ICICI Bank — provisional certificate for home loan is not accessible

I tried downloading the Provisional certificate for FY 2021 for my Home Loan. It didn't work. Not able to request the same even via imobile app. Then wrote an email. Received a reply saying no support will be provided for this request. download online. When its not available online, how can I download?

Due to lock down situation I cant go to the nearest branch to receive the same. When I am paying EMI without fail till date, why they are providing the provisional IT certificate? Due to which I cant submit my IT declaration to my employer and they are deducting huge tax from my monthly salary.
When all other banks are providing this facility without fail, why ICICI only has this issue. Not acceptable