Kotak Mahindra Bank — No service provided for the charge taken by the bank

I was scrolling through the app for checking the balance of my account and I wanted to check my cvv and expiry date for my virtual debit card on kotak 811 app . Suddenly a pop up came that 235 rs has been deducted from my account. And an order for a physical debit card is placed . I quickly dialled up to their helpline number. I was shocked to see with the level of incompetence of the service providers of kotak and the call to the 811 folks needed us to have a separate Talktime even to talk to AI bot.
Like this is absolutely horrible.
After 3 attempts and burning extra 30 Rupees finally it connected me to a agent. She clarified from her end that I placed the order will fully. Like is it some sick joke you are playing.
Then a message came confirming that the physical debit card would reach me by 7 days. I pleaded them to cancel this transaction they said that they can refund only the annual charge 199 but not the tax on it. Like what kinda policy is this?
It's been a month since this happened.
No updates on where my card is nor I have had my money refunded. I want a physical card by now.