Kotak Mahindra Bank — personal loan foreclosure related

Address:

411006

Hi, i am having a personal loan with kotak mahindra bank (Crn no:[protected].
As per the criteria i have completed 15 emi till now and now i want to close the personal loan. I simply called customer care before 2 week and asked for the same and they have taken a request and said you have to serve 15 days of notice period. Which was not at all mentioned anywhere in the provided documents while approval of loan.
Still i waited for 15 days and visit to pune office to close the loan. But the executive in pune office said your request if not updated in the system, i asked her to check the call records also but she said you have to wait for 1-2 days and will get back to you on the same in next couple of days.
Its now 4-5 days i am waiting but still i didnt got any response.
Also they are asking customer to pay 5% of principle amount + gst for closing the loan.
I am attaching photos of the document which i received from kotak. I didnt found the points which says i have to pay 5%+gst mentioned in any document. I would request kotak bank to please suggest me the document name of mail which they shared with me to find the mentioned point. I only got one page of welcome letter as well as payment schedule sheet.

Kindly check the mail and documents which you sent me at the time of loan approval. Date: 07/03/2016, time 7.12 am.

Please take this on priority and resolve as i have applied for home loan and my home loan is not getting processed because of this pl.

Kotak bank dont have any customer care email id and the write to us portal dont work. Most of the time i am getting error on the same.

Such type of services is not expect ablefrom ruputed bank like kotak.