Airtel — Airtel not waiving off

Airtel broadband has not been working for me from 3rd Dec 2023 until 21st Dec 2023. I went for disconnection but Airtel service advisor informed me that he will provide safe custody free of cost for 90 days but they have charged me 500 rupees and they are not willing to waive off the entire amount even after sending proof. Please check the attached screenshot

After I raised a request for permanent disconnection, Airtel created a fake SR saying I wanted to resume their services but I did no such thing.

Please help me in getting the 500 rupees waived off and getting my Airtel broadband account permanently disconnected