Vodafone India — getting charged on roaming despite having a roaming pack, and customer support not responding

I've been a Vodafone user since 2012. I am travelling on an international trip, and activated the i-roaming pack (INR2695 for 4 days) today morning, since I'll have business calls to make.
3 minutes into a call, my line cuts off due to low balance. I burnt through INR 250 rupees despite having a roaming pack which gives me 120 mins free per day. I recharged for INR1000 talktime because the call was important and I couldn't miss it. That got burnt through in ~12 mins.
Getting through customer care for Vodafone is an absolute nightmare, and I've spent two-three hours on hold, and listening to Vodafone advertising itself as a caller tune. I finally managed to get through to them twice, and while both said a complaint has been raised and I'd get a confirmation sms, nothing happened. The website indicates there is no complaint raised for my number, and i never received any SMS.
Pathetic, making customer support so horrible to navigate so that people would give up. After 7 years, actively thinking of shifting to a service that 1) does not defraud its customers through illegally charging for calls, and 2) does not treat customers like cattle