Airtel — irrelevant response from airtel

This is a copy of the email i sent a couple of days back to [protected]@in. Airtel.com based on my conversation with airtels customer care.
Reads as below-

Dear sir,

I am using a post paid connection on an apple iphone. I have raised a complaint few weeks back stating that the outgoing sms facility is not working on my airtel. The complaint reference number is[protected].

Now for the past 2 days, i’m not getting on & off airtel signal and my phone says “ no-service ” from time to time.

I am currently in chennai and i visited a local store for sim replacement. They requested me to send this email. Could u please help me in issuing a replacement sim at a local airtel store in chennai.

This is because, the airtel store people informed me that a new sim will be couriered to me since it’s in the name of my company. But i am not in a position to wait for 3-4 days to get a new sim since i need my phone to use.

Kindly send a reference number regarding this, which i can show to the airtel store in chennai to get my sim replaced. Kindly treat this as priority because if i have to wait for 3-4 days to get a courier of a new sim, i will close my airtel connection and transfer my number to an alternate network today.

The reply i got from airtel is as follows:

Dear customer,

Greetings from airtel!

This is in reference to your email for a new airtel mobile connection.

I am delighted to know that you are interested in our service.

As mandated by department of telecommunication, to purchase a mobile connection you will need to submit the below stated documents along with the subscriber enrollment form. It is important that the proof of address and proof of identity are verified by you in person. Kindly keep the documents handy.

Ufff! Where did i request for a new connection? How can airtel reply even without reading my email.