TalkCharge — Blocking wallet without notice

I tried to pay my electricity bill using my wallet balance of TALKCHARGE and balance amount using Google Pay UPI which was failed and I have not received the refund yet although, they confirmed me that it would be refunded in 24 to 48 hours.

After that I added 6450 in my wallet to pay the same electricity bill but they block my wallet since they thought I was making suspicious transaction without notice.

How could Electricity bill payment seem to be suspicious, I don't know and secondly they wanted my Aadhar card, Voter card, Pan card, Bank details for verification which are not mentioned in there website or Application anywhere as terms and conditions.