Airtel — customer service - not working

When you call airtel and request for disconnection of data dongle number. They say pay the bill. I told them bill got generated yesterday and it is yet to reflect in Airtel App, the associate does not understand the issue
Then I asked her how to disconnect the service, the person says put that to phone - OMG ! it is DATA ONLY SIM CARD so the phone does not recognize the SIM as capable of sending or receiving SMS / CAlls

Is it so problematic that I have to beg airtel to get a disconnection

I am confused