Vodafone Idea Private Ltd - Re Prepaid Sim delivery

To Vodafone Idea,
I had booked a prepaid sim from the online VI website (https://www.myvi.in/new-connection/buy-prepaid-sim-connection-online) and selected a personalized number for my business and made the requisite payment through the online portal. I was given an authorized number and an expected delivery time. Initially, I was reached by the concerned person but after repeated attempts, on Friday (*th July, ****) I received a notification that the order is cancelled and refund will be done.
I had not authorized or intimated any request for cancellation or refund. I was not informed for which specific reasons I was denied the sim order which I had already made a pre-payment. I was expecting a call back from the service or authorized persons, however I was not contacted ever since. I tried multiple times to raise a formal complaint to the Kolkata RO (+** **********) and every time I was denied access to senior management and I was repeatedly kept on hold till it disconnected. I do understand that there may be polices and rules however, a customer should not denied to file a formal complaint and customer care should facilitate and try to resolve concerns.
This may be a minor issue and concern to many but I am utterly disappointed with the approach and customer service provided by VI group. I am also surprised and unhappy with the way a potential corporate client is treated. There are other alternatives for VI and I am happy to shift however, I think it is the right of the consumer to know why such denial was done and on what basis, why no communication was done to specifically inform the consumer of why order was not successfully completed when then the order request and invoice payment was already made and requisite details like name, address, location was provided by the consumer’s end.

Kindly treat this as urgent,
Srijan,
resolution.ccu@gmail.com