Vi Network - Wrongful conversion from Prepaid to postpaid

A family pack was wrongfully created on my number. I got a call from this number **********. The agent did not inform me about the complete process and conned me. When she started asking for my address for a new SIM card I could sense trouble so I told the agent that I don't want it as I don't want any hassle. She went ahead anyway.
My father's Vodafone prepaid number was converted to postpaid without my knowledge. His prepaid number was deactivated even before the SIM card reached him. It has been now two days that he is without a phone. On calling customer service they cannot give me any update about the SIM card. How can a number geet converted without the new SIM card reaching the customer. Now I am being told to wait for * more days! There's no guarantee if the SIM card would even reach.
Now my parents are without a phone in this covid time with no means available to me to contact them. Customer service is telling me to go to VI store to convert it back to prepaid and get a new SIM card. So a number can get be converted to postpaid without a new SIM but not go back to prepaid? What kind of process is this? No SIM card being sent and number conversion already happening is major flaw in the process and VI should pay for the major inconvenience caused in this Covid time.

Attached is the screenshot of where I categorically told the agent to cancel the plan. I have a recording where another customer service rep has told me that it's long paperwork for cancellation. So does that mean that VI will force a customer to take a plan to save their work? There should be severe compensation for cutting off phone service for customer for no fault of theirs in this covid time and a process failure on VI's part.