Advice needed - Airtel account closure - billing issue

Hoping to get some guidance from the forum ::

We (at our business) had an Airtel landline attached to a broadband 
connection for several years.
We sought to discontinue the account in Jan 2013 and was told by Airtel 
customer care that it will be done.
A month later we were surprised that it was not yet done. Again another 
request was registered

By May 2013, there were 4 bills raised (amounting to around 10k) and the 
line was still not discontinued. Finally after lot of calls, emails and 
15 - 20 calls urging continuation of the line, it was finally 
disconnected. Even subsequent to the disconnection, one bill was raised.

We learnt from Airtel customer care that the first two requests were 
wrongly retained - someone just closed the requests saying the customer 
agreed to retain the line (which is a blatant lie and Airtel agrees to this)

Unfortunately, the line was connected to our EPABX and there was some 
usage during the period of wrongful extension (total usage amounting to 
< Rs 1K)

Airtel is now pressurizing us to clear the pending dues, even while 
acknowledging their mistake.

I sent a mail to the appellate authority for Airtel (which from TRAI 
documentation seems to projected as a third-party, neutral agency). 
However, someone from Airtel call center called (also discussed with her 
supervisor in-between) and finally said since there has been usage, the 
entire bill has to be paid. The lady who called sent a mail from the 
address of the appellate authority (which seems to prove that the 
appellate authority is nothing but another wing of Airtel)

Questions where I need guidance is ::

  * Is it unfair for me to ask that the bill amount be reversed since
    the wrongfully retained the line (and never came to disconnect the
    line / take back their equipment)?
  * If it is fair for me to seek reversal, then what avenues should one
    explore?
  * Is the Appellate authority that TRAI has mandated, just a hogwash?
    [this is a rhetorical question :-)]

Regards,
KBS Ramachandra

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