Airtel — Damaged sim card in Hong Kong

I am a NRI working in Hong Kong and using Airtel number from past 2 years. The sim card stopped working last month and from then I am continuously following up with Airtel customer care at 121 email and also Airtel branch in Kolkata. With flights banned I ma not able to travel from Hong Kong to India and so not able to be physically present for the sim replacement request.

Initially they agreed to hand over the sim to my blood relative (my father) in this case. Though they are not accepting Hong Kong Visa as valid visa and not even giving any reason or explanation.

I am only requesting to let me know what documents are further required. But Airtel team never reached me to explain the issue. Please help.
If the sim card can not be issued in my name i would like to request if it can be transferred to my father's name. Pleas help.