Airtel — airtel prepaid sim id document mismatch.

I am using airtel number since 2011 and last week i lost my phone.
When i go to airtel store for duplicate sim, my request got rejected as document mismatch.

I don't understand how can this happen.in 2018 i have also linked this number with my aadhare card but still information mismatch.
Also the reference number is matched with my alternate number but not document.

Can you guide me how can i will get back my sim. Document mismatch is your mistake not customer.