Idea Cellular — inflated billing

Address:

673016

Dear sir,
I had a travel to Muscat on 27th December 2019. To access international roaming (IR) facility, I used "MyIdea" app where there was an ACTIVATION button. Since there was no option for date of travel, I pressed it thinking that the next screen will show "date of travel"- from & to. But it was not there. I realised that IR has been activated. Within the hour, I called up customer care requesting for cancellation & need for activation on 27th. They told me that it was Ok & a waiver can be done when the bill arises. They told me that on 27th I can activate again. I activated roaming facility on 27th Dec. The request was failing despite attempts. Just prior to travel, I saw that in the MyIdea app, the feature activation was done. After returning from Muscat, my bill was 7779/. The Idea office said that the activation on 20th was not cancelled & hence billed. Moreover, the activation request on 27th did not happen. The staff explained that since the activation of IR was not over, the new activation was not done. Hence in addition to the wrong billing of IR from 20th, there was charges of data & sms use etc at the rate without IR pack.
I am a doctor & it is difficult to leave my OPD & meet the office staff. I met a Mr Shalim first. He said since the activation is by app, the waiver has to be done by the manager Mr Dovin, who had left early. He was expected to come in the few days (by a thursday). I was told to contact Shalim before coming. I sent him multiple messages on the expected date but no response. I decided to go & meet the manager, lest the late payment fee is levied. On reaching there, there was no manager in the forenoon. The staff was looking unfamiliar with the process & told me that IDEA staff are not there & that they are from VODAFONE.
I had loaded my account with money (about 6000/ to increase my credit limit, since there could be exigencies. The manager is expected to return after a week, there is no one else to handle matters there.
In frustration I wanted to know how I could discontinue my connection, they told me the entire pending amount needs to be paid, but they did not know how the balance money in the credit enhancement will come. Please help