Wrong Billing and non-coversion to prepaid inspite of multiple escalation

Hi Sir,

I am writing to you to get your attention in this matter which has been dragged on for more than 3 months, with multiple errors and communication gaps from the airtel 121/Store team.

1. I Visited the store approx 3 months for dismantling of Airtel Black, which consists of my Airtel 3 Mobile numbers, 2 DTH and 1 Broadband.
2. Store executive told me I need to pay the bill and dismantle work will start, post removal of all associated connections, and my master number will be converted to prepaid.
3. After settling the bill and other connection conversion to prepaid, I visited the store again to get it connected to prepaid, store executive said your request for number conversion to prepaid is successful, and it will be done in some time.
4. Since I do have assurance, I felt peace and settled the bill received later, and surrendered the router box to the executive which visited home to collect it.
5. After approx a month i received a call from the executive to pay a pending bill, i disputed with him(how a bill can generate as i have already visited store and it's a prepaid number) and asked to raise a query why it has not been done and to share me TT number, to which response from executive was case has been received and you will receive call/sms for the same. I never received the call nor TT number.
6. After about 20 days my services were blocked, to which I sent email to 121, it remained unanswered for more than 20 days, with multiple reminders I sent to get an update.
7. On 14/15-Nov my services started all of sudden, no email information or call received what solution was given or what i need to do now further.
8. i continue to follow-up then i again received call from 121, they mentioned bills are already waived off now no more pending approx (1.20Rs only) , i visited store they mentioned again you need settle unbilled charges approx 400, i called from same place to 121 and asked why this is so, so they mentioned coz your plan is not converted and you have not requested. (My question is when i already raised a query and showed my willingness for prepaid connection, then why it has not been done and why not communicated to me), she responded i am raising an request and your plan will be downgraded to 399 which is the least plan.
10. I pleaded until you are not resolving the dispute pls bar / suspend my number i don't want to use it. Still I have been assured it will be done soon.
11. Again no request number and details provided, I continue to follow-up with the 121 over call and email.
12. Now today at 28-Nov-22, once i received a call from 121 to pay the bill i am raising a dispute again, as i already mentioned in trailing emails that any charges raised due to excessive plan application is borne by airtel, as i don't need it. Still I have been asked to pay for it which I don't agree with.(Now my plan has been changed to 399, which again i mentioned i don't need it, as i want prepaid services on my number, if possible put it incoming only till the time dispute is in progress)

So its my humble request to kindly look into the request and waive off my charges, as its al due to fault from airtel and gaps in their communication to customer, as customer is not aware of process to downgrade the plan first before converting to prepaid, it should have been communicated by airtel store or 121 while communicating with customer, moreover all issue arised due to non conversion of my number which is wrongly been promised to me over visit to store.

Expecting an early response in this matter as its already a prolonged case.

I have sent all these details to Airtel Nodal, Appellate and 121 team, but no revert and 121 team continue to call and ask to pay bills, while i have not demanded the services and written over email, to block the service until resolve my earlier billing issue created till Nov'22. Need them revoke/waive off the charges, so that i can convert it to prepaid.