Airtel — regarding usage of alternate number

Hi,
I use 2 connections of airtel since almost 7-8 years and airtel broadband connection since 2.5 years. I have added one of my number (Which is used by my mom) for automatic bill payment with one of my credit card. Earlier whenever the payment was not made i used to get call to my number also which was provided as an alternate number. Since there was no call so i was thinking that payment was done through my credit card but suddenly number got barred and there was no information provided on alternate number. If i ask customer executive he was stating that we use alternate number for database but we don't inform the payment due details eventhough the primary number is not reachable.. Which used be earlier.. My question is when i receive call for my broadband bill payment why wouldn't i go my alternate number and when i requested for reducing the bill by removing the late fee charges atleast the support staff was stating he can't do it as my number is barred and if he had to check with his superior i need to call from same number and he wouldn't consider request from my other number although both sims are registered on my name.. If you can't make use of alternate number why would you even have it in your database and with this type of work around kept in place for your system. I think i better quite from the service from all my sims and broad band connection, port myself as it's useless to be a loyal customer to airtel.
Thank you..

Regards,
Bhupesh