Are you doing anything to get cash back credit card ? I got same response from customer care via email. They can't give me due to internal policies. Is there anything can be done ?
You might be getting multiple emails from kotak bank to resume your card application. You can click on that do your vkyc. I had the same problem and I was able to do it successfully later. I just did it yesterday.
I had the similar experience when applying for a card. Their service is very bad. I had to finally escalate to PNO to get it addressed. It took almost 2 months.