Paytm merchant aacount - Paytm soundbox replacement

I am using paytm merchant service. From November month I am facing issue with paytm soundbox power button not working. I have raised the ticket for soundbox replacement .I got reply your area is not serviceable please send the soundbox to paytm warehouse which I did track id U********. After over a month since my soundbox reached paytm warehouse I didn't get the replacement. Once Paytm executive come to me and asked for ***rs for new soundbox and saying I will only replace it if I have old soundbox otherwise you to pay for new box I have told him many times I have send it to paytm warehouse but he didn't give the new soundbox and left. Now I am not getting any help from paytm support team They are keep closing my tickets for soundbox replacement and telling me to purchase new soundbox. I am not able to understand why I have to purchase new soundbox as my old soundbox warranty is * year it should have replaced it. I have buyed it from paytm executive on June for ** rs. Then I have upgraded ***rs plan on September. It is total loss for me and I didn't want to buy another soundbox as I clearly know now that if anything happens again paytm team will do the same. Now in merchant app I am seeing that my new tickets are not generating somehow only getting AI response which has no use.

What resolution i want from paytm..

*. Send me the new soundbox in exchange of my old soundbox without any cost.

*. For sending soundbox to paytm warehouse I got the whatsapp message that you will get rs. *** transfer back for courier charges which I didn't get.

*. I am getting bill for **/ month for Sim charges of soundbox. If I am not using it why am I payable for this.