I Face Unauthorized ₺2000 Charge on Vodafone Pay for Zula Without Consent

I recently discovered that over ₺2000 was withdrawn from my wife’s phone line via Vodafone Pay without our consent, allegedly for a service related to the Zula game. Neither I nor my wife registered for this game or authorized any payments. When we called Vodafone, we immediately shut down Vodafone Pay to prevent further unauthorized transactions.

Later, when we contacted the customer support number associated with the charge, they claimed that there was SMS confirmation from our side and insisted that we had played the game, completely denying any refund request. I was absolutely shocked to hear this, as we are hardworking people trying to support our household with limited income. I believe that somehow our phone was compromised, and an unauthorized transaction was made to this gaming platform. In a panic, I quickly put the phone on airplane mode and performed a factory reset, so unfortunately, I couldn’t take any screenshots for proof.

I am currently in a very difficult financial situation and urgently request a full refund of the unauthorized amount charged to my phone. Please investigate this fraudulent activity immediately and return my money, as this charge was made without our permission or awareness. I expect a swift and fair resolution to protect consumers from such incidents.