ICICI Bank Limited - received torn(damaged) not from icici atm

i withdraw **,*** from the icici bank atm on the evening of may **, **** (around *:** pm), but two **** notes were torn off (damaged). then i immediately contact icici phone banking officer and they told me that you can change your note in any icici branch. then on **th may ****, i go to the nearest icici branch and explain the situation to the bank representative, the bank representative's answer is:
"the bank cannot change these notes without investigation, so we need to check the atm's video footage and serial number of the note along with the atm team, so you have to submit your note with us and within *-* working days, we will complete the process and change your note and will inform you ".
then again, i called the icic phone banking officer and after a lot of discussion with them, the conclusion is that "you have to follow branch instructions", so i submitted both notes in the branch and they gave me proper acknowledgment for it and i left the branch, it is expected that the notes will be changed within *-* working days.
but even after *-* days, i did not receive any calls, neither from the branch nor from the phone officer. then i called them again and asked how long my money will be changed so they said that we are following up with atm team and branch, so you will have to wait. then i asked them please tell me the exact number of days you guys required then they assured me that before **th june **** they will resolve my issue.
but now it is ** june **** today, they never inform me the status even they never call me on their behalf to tell me the updated status. every time i called them or went to the branch, to know the status but all were wasted.
the branch's response is that "they are continuously following the atm team via email, but the atm team is not responding to their email, they will notify me as soon as they complete the process".
phone officers (senior level) response is that "we need ** days to solve this issue, so you have to wait till **th june".
again, when i called them today, then they have no clue about the issue and even not able to tell me the status, what’s going on and there is only one repeated answer, "sir, you have to wait a few more days and we will solve this issue." and after asking how much time they need, they are unable to answer. it's almost ** days passed but no update yet.
i am very troubled by the icici process and in fact it is a big pain to get my own money.
how does these notes comes in atm, even if the branch is not accepting it? and because of someone else's mistake, why should i wait for my money?
so, i just want to know who is responsible for my problem, atm team, icici branch or icici phone banking officer?
and what action will be taken for the responsible team?
let's say if a person has only **** rs then how can he survive if it will take such a long time to change his money.