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Airtel — apply extra charges

Airtel customer care center apply extra charges for sim upgrade.
I have to upgrade my 2g sim in 4g.
But the company policy is free of cost sim upgrade
But in airtel customer care center akola they ask me 100rupees for upgrade my 2g sim.
They charge extra money.
I would like to upgrade my 2g sim card in 4g (Free of cost) as per company policy.
Then take some action on it.
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