Kotak Mahindra Bank — bad customer support and grievance redressal

Address:

New Delhi, Delhi, 110063

To whomsoever may concern (whoever is reading this piece of literature!)
I use a Kotak Urbane chip visa credit card. It is supposed to be more secure as one needs to use VBV pass every time it needs to be used online, or some other form of authentication (PIN). Bottomline: You can't just swipe it and use it. That's great, right? But apparently, I realised that many times, I was able to make payments online just by entering the card number and the CVV, sans any 2FA or even a basic password. That should have been the first red flag.
Anyways...
During my trip around Europe, I was charged falsely on my card for a trip and a reservation, which I never made, even though the card was in my possession, the whole time. I never even went to this place (somewhere in Krakow, Poland). I raised the dispute using my netbanking account's inbox because that is what the Kotak provides you in the name of Level 1 escalation. Sounds pretty neat, right? But, here is the catch...
After repeatedly explaining them my situation that I will not be reached on my registered Indian number, it was a headache dealing with the credit card helpdesk people. I provided my local number to contact and email ID, which is again redundant. The requests were marked "Resolved" all the time, without any meaningful resolution. Well, finally the dispute was raised and a new card was issued as the old one was blocked (the one which was in my possession). I even spent money to call them from abroad. The woman at the customer care could not care less about my situation. I explained like a gazillion times in the simplest of language, that I will not be able to receive the card at my registered address in India. It seems the folks at the customer care like the matters to be simple. I told them that I don't know when I will be returning. Then, I was advised by the same "mysterious" aforementioned woman to tell the people living at my address to simply return the card when the delivery is made. We did that!
Fast forward to over a couple of months later in the not-so-happy new year... The dispute got resolved in my favour (Hurray!) as they realised that I never made those payments. Additionally, now I also know that I will be returning to my place in a month or so to stay there for over a week. So, I requested them to dispatch the card this time, promising that IT WILL BE RECEIVED THIS TIME. Shockingly, I am told that the card was dispatched long time ago and they have filed it as "Customer has changed the address" (something on similar lines!). I am still working on getting my card. Apparently, I need to confirm my address again or maybe beg them for my card, or something like that.
Just reiterating my opinion with the moral of this story: Your customer care is NOT COMPETENT ENOUGH to deal with any case which is outside your "textbook of customer-grievances".