[Resolved]  IDBI Federal — policy surrender and redemption

Address: Moradabad, Uttar Pradesh, 244001

I have some medical emergency in my family and want to surrender policy which i have submitted on 16th feb 2018 to idbi bank person, mr. Amit rastogi. I have submitted all the forms and required documents. When i checked the status of the policy surrender, online executive told me some sign is pending.
When i contacted amit rastogi, he said he had not known about these forms and procedures. When i requested him to please provide these forms to me and send them for surrender of policy, he had very rudely misbehaved and told that "he has no time for my work and i should do my work myself" despite of knowing that i am a 73 year old person and physically not that capable. This type of behavior was not expected from an insurance executive to a senior citizen at least. I was really shocked. This message was duly communicated to the customer care at [protected] who advised me to make a complaint in writing on mail, and sent on 6th mar 2018. It is been one month completed and since then there is no action has been taken from idbi federal. I would expect that such organization take some serious action against these kind of employees to set an example to avoid such cases and customer harassment in future.
I am not sure what to do next, please suggest.