Airtel — Sim not working on IR

I have 2 Airtel Sims and both are activated for International Roaming. Now when I m in UAE even though there is enough balance I am unable to make or receive the call. Customer care is not ready to take any accountability. They are saying we need to recharge IR pack then only it will work and your IR is not activated. Though I am getting Sms regularly. Sad to know that our network provider are so poor in knowledge that they can't even provide the proper solution and leaving no option behind us than to quit both the numbers.

I have checked everything but nothing works.