Balance Deduction for wrong reason and no response from the customer care executive people.

Location/place: Pune

Name of company/service: Vodafone

Dir Sir,
I have a vodafone number of pune. When I go to Mumbai, I should not be charged any extra money for using services over there. That’s the case with other service providers (Reliance, Airtel etc). However Vodafone charges me as if I am on roaming.. My call charges are not as per the Bonus Cards I selected., but was getting alerted for that. But I did not notice the my balance was getting deducted for messages as well. Strange part is I was not alerted as usually after I call, that my balance was reduced to say X amount..
Suddenly I see my balance is reduced to zero for that.
I talked to customer care people before regarding the same, they told SMS wont be chargable. But somehow I see my balance was reduced to zero today. I got stuck in middle of something & could not get in touch with my relatives because of that.
Over and above that, when I called customer care, no buddy responded properly. First two people said they have no idea why my 76 odd rs were deducted suddenly. When I asked to transfer the line to the higher authority, they keep the line on Hold and do not respond at all.
The same was the case when I called again and talk to another representative. He atleast gave me proper reason why y balance got deducted ie Because of the messages I sent.. However He did not answer properly why I did not get any alerts after any messages that the amount has been reduced from my account. Also he did the same thing, kept me on hold while I asked him to forward the line to his superior.

What I am trying yo find here is
1) why is Vodafone considering Mumbai as roaming for other Maharashtra customers, while other providers don’t.
2) Why was there no alert at all & my balance got reduced to 0??
3) Why is Customer Care(Supposed to be Happy to Help) are not helping at all and just keeping customers on HOLD and never to pick up again?

Vodafone is admitting that they dont have any alert system placed as of now.. They why are the customers on the receiving side?
Please guide..