ICICI Bank — Unauthorized auto debit transactions

I have only recently noticed an unauthorized auto debit transaction in my ICICI account, which has been happening for months. Having raised a complaint under ticket #SR[protected], they provided me with details of merchant: NDFPTWOP pvt. ltd on call. I requested them to mail me the details which they denied. In my statement i can see: /ADTPSLSIPG_...
They want me to visit nearest branch for anything related to this issue. This is not possible for me now as i am travelling Africa.
When they want business, like issue of loans etc. everything is done online but when it comes to assistance for a grievance they keep passing the ball.
Why cannot it be resolved without me being there physically when all details and controls are there in their system.