ICICI — moratorium for the month of august'20 is not being provided by icici

I have taken a personal loan from icici bank with loan agreement no. Lpmde[protected]. I have applied for moratorium for the month of august’20 through icici bank portal on 26th july ’20 due to financial problem during this covid-19 pandemic.

But, emi got deduct from my account on 7th aug 2020, so i mailed to icici customer care (Mail id - customer. [protected]@icicibank.com) to request for grant my moratorium request.
I received a mail from icici, in this mail icici representative mentioned that my moratorium request is not considered due to moratorium offer is not activate for the month of august on my loan account. My question is that, why moratorium offer is not activated on loan a/c & who will be responsible for that? From my side, i have applied for moratorium before the time period. This is a rbi instruction, why manual activation is required to avail this benefit?
Also, i have complained to icici up to level-2 but did not receive any satisfactory response from them.
My humble request to you, kindly consider the current situation & take a favorable action.
Your favorable action in this regard will be highly appreciated.