Freecharge Payment Technologies / Freecharge.in — unreliable service. pathetic customer care

Address:

Mumbai City, Maharashtra, 400004

I placed an online food order yesterday and payed via freecharge. An amount of rs. 14.5 was directly deducted from my freecharge account.
Ideally, i should have received an otp and the same had to be verified before the amount was deducted from my wallet.
However, nothing of this sort happened. I wrote to freecharge to report the matter. However, the freecharge support has been pathetic. The first reply confirm the transaction and provides details on what to do in case the food portal denies having received the money.
The second email advises an offline transaction is initiated through on the go pin.

This is ridiculous as freecharge has confirmed there is no security at all.in other words, any one can go to a website, select freecharge as a payment option and then enter my mobile number or email id. The money will then get deducted.
How did this happen. Is there something called safety or is freecharge taking all o[censored]s for a ride.