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Unprofessional management of Kotak Mahindra Bank

My Kotak Indian Oil has been blocked by bank without any communication. When contacted customer care, they say due to internal policy, it has been blocked. I have been making payment on time and have excellent credit score as well. Now they demand me to settle the card dues to close the card. They have no answer to accumulated rewards points also. I have no problem in closing this card. Please tell me how to escalate this.
 
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