unbelievable

I made a purchase on the sixty app and the driver sent a message he was at my door however he didn't arrive ,I called checkers sixty and advised that I really needed the goods because my baby was ill and I couldn't make it into the store ..the lady advised I would be credited in my wallet to my surprise I was credited minus the delivery fee I then tried to repurchase but the amount kept on declining and I had available funds in my account so the second order was canceled ,to my surprise the wallet was not relocated and I sent 3 mails to sixty I recieved an email 4 days later saying it has been escalated but to date no feedback