Missing Item/Poor Customer Service

Our order arrived and an item was missing we requested for the missing item to be delivered, however the agent advised us that she may only refund the amount for the missing item, we displayed our disfatisfaction with this option as our meal is now not complete. The agent then just went a head with the refund not asking us if we would like the funds to be reversed to the card to the bolt food account and ended the chat. Through past experiences with the same type issue with Blot food we know that this is not the correct way to handle this issue. We should have been asked where we want the money to be refunded to. We have screenshot regarding this and we will be going to social media regarding as this is not the first time that an item was missing from our order. How does an agent end the chat when the customer is not satisfied? Please have a look at Sindi who was the agent who handled our chat the the chat box on the Bolt Food app