Airtel - Airtel entertaining fake fraud SIM update activity

I had been a loyal customer to Airtel services since *-* years. For me, it's upsetting to write this email. I would like to bring to your notice how obnoxious your team works.
On **th August **** I got a message to my mobile number and an email as well stating “SIM update”. I was shocked to see the message as it wasn’t me who requested for a sim update. I reacted immediately and sent a request to stop the sim update. But my request was in vain as my sim stopped working. The point which I don’t understand is how come your employees entertain such activities without cross verifying the identity?
It looks like Airtel is entertaining fraud and fake activities without cross-checking any of the original identity documents of the customer. This can be considered serious offence. My question for you is what kind of security is airtel providing taking all of our identity documents? If this is going to lead to some illegal activities or bank fraud who will take responsibility? Its been ** hours since the incident happened and there is not even a single response from customer care.
Talking about the prompt service by your customer care team totally another topic to talk. They absolutely have no clue what’s going on. They have no answers for anything. when I call them they are still saying it's under process. How much time do you require to investigate or sort an issue?
I seriously doubt your call centre team’s qualification. I am not at all sorry for saying this but they are dumb. They don’t look into the root cause at all. One executive says I didn’t pay my bill but in my account, it was showing -*** that means I paid ****/- rs in advance and another executive is telling the problem is from my end only, and many more. Every time I call to customer care I get a different and crazy response.
They have no idea how serious this problem is to me. Its been ** hrs and I have missed and missing all my business calls and bank OTP's who will be forfeiting my loss? It looks like Airtel is least bothered about the customer.