Location/place: Dahisar mumbai

I took loan from First blue home finance (earlier it was Deustpostbank) in 2209,On July 2012 I got foreclosure statement and outstanding balance showed 16 Lakh 91 thousand,On August 3rd I gave cheque for16.91 and additional 16 thousand for which it was told verbally by first blue that it will be reimbursed while receiving documents.Bit when document was handed over to me they told me that it is not refundable amount but adjusted for due amount.

2nd thing: Interest rate from 2009 to 2011 went up from 9.5% to 11.7%,Even when RBI reduced the interest rate bank is denying to reduce the amount and interest rate and they continued on 11.7% even after declaration of interest rate by RBI for Not less than 8-10 mints.

#rd thing there was life insurance for which 40 thousand extra amount was paid to Deustpostbank/First blue but now they are saying that it will be reimbursed after 3-4 months time and they are not aware what amount will be reimbursed.
It seems that they are fraud and cheating the customers.
What action can be taken against them so that they will not treat other customer this way and also how can I recover the extra paid amount?
Pl suggest.