Airtel - Unable to use IR pack when abroad

IR pack costs **** and I paid the amount on the same day I was leaving abroad when I made the payment the app option didnot show that there will be Rs.** rental that needs to be paid and once I try to use it abroad the SIM stops working. The amount is paid but no service. Even the toll-free IR number was not working. Now when contacted airtel they claim that it needs to be paid and then only the service will work. I recharged another number through them and there was no mention of the amount even then. This is hilarious that given info is something and the info after payment and no service is totally different.