symetric_al
Jio is known for being really bad for customer support. Their services work well until they don't, and support is often clueless. The appellate ladder rarely looks at email. Their entire setup is flawed; they have no concept of SLAs or oversight. I've had my experiences during complaining about spam calls.
All one can do at the moment is keep making noise on social media and hope someone fairly important takes a look. I would advise that you still send emails across all the appellate authority email IDs at the timeline prescribed (send to higher authority level after prescribed number of days have passed with current level not giving replies), so that you have the paper trail they say you should have, to cover yourself in case they start asking questions.
It'll likely be a long fight.