Airtel Billing Issue(approx 5000)

We have received a waiver note from the airtel manager in Surat named Mr. Gaurav Sahni for our Account number 14979848.
The mail is copied below. Hence our airtel bill should be cleared of all dues but the Airtel authorities due to their miscommunication and inefficiency is not helping us in this. I have emailed them at wecare.west@airtel.in 15 times but no help.
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