Airtel — airtel store refusing to issue replacement sim

Address:

Kolkata, West Bengal, 700034

My father debranjan majumdar is sick and unable to go outside. Yesterday his airtel sim stopped working and customer care suggested to get a replacement sim card. I went to the airtel store near my residence with authorization letter from my father, original sim card and relevent documents (Voter id card, pan card, aadhaar card, electricity bill of my father, my voter id card) along with attested photo copies.

The airtel store refused to issue duplicate sim and demanded to bring my father in person. The person in the store did not even bother to check the documents.

I called up airtel customer care again and they informed me that if authorization letter is provided replacement sim can be issued, however they said they cannot inform the store.

The airtel store owner refused to provide his name or registration number, so i cannot provide here.

Why duplicate sim will not be issued with authorization letter and relevant documents?

Based on this rule it seems airtel as a company does not that elders who are bedridden and sick, neither do they care how the stores under their brand operate.