HDFC Ltd - Charges not waived off as promised

Hi, We had made a complaint regarding our first EMI payment which was not reflecting on the HDFC portal. After doing multiple rounds of Mira Road branch, we submitted all the requisite documents and proof of payment. The payment was debited from our bank but because of HDFC's Paynimo link, it was lying in the suspense account of our bank and after highlighting, it was promptly refunded by our Bank. After multiple weeks of followups from our side, the branch manager of HDFC Mira Road branch - Mr. Himanshu Trivedi had assured us that the additional charges levied would be waived off. However, seeing that once the payment issue was resolved, Mr. Trivedi backtracked on his words and said it cannot be waived off and are payable. Such attitude towards clients is not appreciated especially during those testing times when we ourselves had to followup by visiting your branch multiple times. Also they have no idea about the Pradhan Mantri Awas Yojana form which we had submitted * months back, there is no clarity on that too.