State Bank Of India [SBI] — Debit card Transaction disputes

Address:

State Bank of India State Bank Bhavan, 16th Floor Madam Cama Road, Mumbai 400 021

I made a purchase through whatsapp but the merchant mongoosekart sent me a wrong product so when I contacted the merchant they blocked me out of Whatsapp and also refused to reply my email so I contacted the bank SBI and also the Payment gateway Instamojo but after several back and forth and false information from different SBI agents I finally filed a dispute and also blocked my card but later I received a call from SBI on 7/5 that the dispute was marked as unauthorized so I explained it again (10th times I guess). for that the representative was giving me false information due to his lack of knowledge. after I spent 30 minutes explaining what is called security breach and whats called unauthorized use he asked me to close my savings account with SBI because he go offended when I tried to educate the difference. So now I am not sure if these agents are indirectly involved in such fraudulent transactions from the merchants like mongoosekart because none of the attempt I made to resolve the issue didn't sound like the agents were ready to explain or even concerned about the misuse instead they were defending the merchants attempts to steal money from the customers. Now, they even have an authority to ask the customer to close the savings account just because they are ignorant about the technologies and the business model of the banks.