Airtel — sim not working, recharge amount is not carry to new sim after requesting for new sim

I was using the airtel prepaid connection for almost 12 years. The number is [protected]. From yesterday the sim is not working. My wife visited the airtel store at neeladri road and ask for sim change.

She was informed that it will take 2 days to get the activation after taking the new card. And also informed that whatever the existing amount i have recharged few days back for 3 months 599 will not be carried over to the new sim.

I would like to know or understand the recharge is done for a number or for the sim. If we are not recharging fro one day we got the disconnection immediately.in this case it is a technical failure of your sim and still we are suffering that our duration lost as well as the amount we recharged also eaten up and we got cheated.