Kotak Mahindra Bank — home loan account customer service illegal charges

Address:

500084

I have an home loan account with kotak mahindra bank and authorized them to remit emi amount electronically every month from my andhra bank account. The remittances were getting cleared for the last 10 years without any interruption or delay. But since february of this year the kotak mahindra had changed their clearance service entity from local to national and having problem getting ecs transactions cleared from some banks and it failed in my case too. The manager at kotak visited my place personally and assured that the technical issue will be resolved and asked me to pay emi for the month of may since ecs failed. I gave to check to clear may emi and the ecs transaction failed in june month too. When i enquired, they faulted issue with andhra bank and penalised with late fee and interest charges for delay of payment.
I took objection to this since it is contrary to what i am told by the bank manger. I contacted my andhra bank manager and they communicated to me that no ecs transactions are being presented from kotak either in may or june months. I forwarded that message to the bank manager and asked to remove all penalty and interest charges posted to my account since it is due to their fault unable to present ecs to my andhra bank account.
I did not receive any resolution so far and their representatives keep calling me and sending messages to clear the june emi which is due.
I called customer service to get their customer support email but they refuse to divulge any information. I want to forward all the information and communication in my personal email account to customer support so that they can see the trail of all communication with evidence. But they are not willing to help me and i am still waiting this issue to be resolved.
I am very disappointed and disgusted with the customer service offered by kotak mahindra bank and lack of transparency and wanting to hide information.
I will definitely move all my accounts from this bank and urge everybody to do the same.