Kotak Mahindra Bank — Miscommunication about fee and charges on credit card

I have been cheated by the bank stating a free card will be given to me based on a personal loan I have taken, but was charged joining fee . Then I contacted customer care to close the card 3 to 4 times, every time executives are taking the requests and saying we have tried to contacting you but you r not reachable and unconditionally closed the tickets. Could you please help me have this issue resolved as they are not even giving any Higher officals email or contact details for me to discuss the issue.