ICICI Bank — rude behavior over call from icici mobile banking customer care

I have raised a complaint on 12th march'18 regarding the amount deduction from my account for some mm annual services which i have never used.
I immediate raised a complaint and the concerned person assured that the amount will be refund to me within next 3 working days. However the services was deducted, but the amount was not refunded to my account.
On 16th march'18, when i called to icici mobile banking customer care around 1:50pm over call, the person was talking very rudely and loudly.
And said the amount cannot be refunded. They have not taken any such request.
Kindly let me know the reason and need your strict action on the way he talked over the phone.