Trai — delivery

I have airtel dth conn with vc no [protected]. And i had taken annual pack of swagat with validity of 16/2/2019.
But no as per tria rule i want to change plan and dth team are telling that my account have suspended as i have 114 rs with validity which also showing in my dth app.

Then how can they suspend the account without any info and as i already have a balance of previous pack.