Education loan-financial charges

We took education loan from Axis Bank. During lock-down, we took lot of hardship and not availed moratorium but paid all installments.(a) There is no clarity –reduction of interest rate as this is linked to MCLR. (b) Those who have not opted for loan moratorium, will also be eligible for 'interest waiver' scheme—but there is no communication from Axis Bank. (c) WRONG EMI CALCULATION- we protested but were asked to visit Loan center in June when train was not there. They assured no revision pending our mandate-hence no debit unless-but were provided Axis bank account details so that we could pay online.We did it. But still they sent EMI -thus double payment-thereby fund shortage for 2 nd loan-EMI bounced because of wrong advice -we cleared in June same month itself-same month but they charged Rs.850/-.We have written to Grievance-CEO-Director-but no response -except sms to classify as NPA if financial charges is not paid.How to fix this -while there is no other default in EMI.Unfortunately we did not record CEO's secretariat's telephonic assurance about waiver of charges--Kindly guide-we are marginal earner and I am under chemo treatment Worst Axis Bank-Regards,Jayanta