National Payments Corporation of India [NPCI] — Employee holding the right issue form

I submitted my right issue form with check to ICICI Bank Vashi Sector 1
The same was submitted on 12/04/22 The employee holds the same without getting in touch with the customer since I'm a customer of the same bank
The same I have been following up with the registrar but they said didn't receive I later approached the bank and Vinita the employee hands it back to me saying it should be given at Churchgate. now I have lost my right issue of 80 no and the initial amount is also forfieted
Whose is to be held responsible for this kind of irresponsible behavior
Further she asked to go ahead and complain So it shows the customer has to bear the brunt and loss if such individuals