You should definitely file a formal complaint through the Axis grievance portal first. By RBI rules, they actually have to get back to you within 10 working days. If they hesitate or don’t respond clearly, escalate the issue to the RBI’s CMS portal right away. It's complimentary and typically captures their attention quickly. Moving forward, look for banks that are transparent about their fees and don't bury 'surprise caps' in the fine print. You shouldn't have to hunt for the catch.