Jio Fiber - Jio fiber relocation

I have requested jio care for shifting of jio setup to different address in the same city which is three km away. I have called them multiple times and also called the local technician who helped me in replacing the jio router. They say jio set top box installed earlier number not updated in system so can't install in new location buy new connection, while relocation option is available. Updating code in system is thier internal issue which they have to rectify as a customer how will we know all that we just promptly pay them for thier service. If they can't relocate why there is relocation option available. They asked me to even recharge which I did but it is of no use even that money got wasted.Customer care is pathetic and worthless they don’t understand the issue what customer is facing.No one cares from the backend team to help the customer. No accountability or ownership. I am a loyal customer of jio who possess jio fiber as well as jio set up box. The reliabily is completely on jio.
I have paid installation charge security deposit and again recharged and now I don’t get a proper services. I need a escalation path in jio where I can get the contact and resolution immediately.They have to think based on customer perspective and act on the issue soon.
Kindly help us in resolving the matter.