Airtel — regarding damage sim belong to airtel no. [protected]

Regarding above mentioned damage sim, i contact to airtel office model town
Jalandhar. The staff refused to give me a new sim. They said my father name and my dob is not mentioned in their record while it is their official mistake not my own. I complained to airtel office through email and answer is given to me that my email address is not registered in their record and suggested to me for authenticate my account while it is a otp process to the related mobile no.
Here i want to say how a damaged sim will authenticate. So in this way airtel is harassing to me.
I have also enclosed airtel email reply and a copy of my aadhar card as a proof of my dob and my father name. So please registered my complaint and give me justice
(Surinder pal singh 619 cheema nagar jalandhar-144003 m-[protected])