Airtel — Difficulty in cancelling connection and pending payment

I had a Airtel broadband with 6 month pre-payment. with payement on APR and OCT.
I made a cancellation request on SEP-2020 and I was told that your line will be cancelled and someone will be contacting you for next step and and prorated amount will be refunded. This is during the covid times and I was not able to make a physical visit to the store.

During Month of OCT/NOV, I get a call from Airtel for a pending amount of 900+. I told that i made a request for cancellation on SEP and I should be getting a refund for my unused service. But they told there is no record of such request and your line is active and i am liable to make an payment. I started getting multiple call in a week for a payment reminder. I told i will make the payment but please cancel the connection so that I am not liable for payment again. All these discussion were in phone, and there is no email proof for the same. I was given assurance that that is the last payment and my connection will be closed.

Again on month of FEB I got a bill of 700+ and reminder to make a payment. This time I wrote a mail (no phonecall) to cancel my account. I got multiple calls from airtel asking me the same question (why i want to cancel, can i move to a new location etc etc) and after 2 weeks of call my connection was disconnected. But still I am getting the phone calls to make the payment and pending amount is increased from 700+ to 1600+.

Airtel take pride with customer support which is great. But I never realized cancellation will be so painful. Airtel app is great and customer can raise all type of service request except for cancellation. Airtel website have lot of help docs but does not have have steps to cancel connection.

I feel there is systematic, conscious and deliberate decision from Airtel to hide and obscure the steps. so the cancellation is painful and difficult for the customer.

Thanking you
Debraj Das
+91 [protected]