Order not delivered - Unable to request refund

I placed an order on the Debonairs app, for the first 30min or so, the status remained on “preparing” until the screen refreshed and said “Oops! We're having trouble tracking your delivery right now, but don't worry, we're still working on your order.” Over an hour later, I tried using the app’s chat bot function but was not helpful at all as it just provides useless information and doesn’t even allow you to cancel your order, when I called the number shown on the app to follow up on my order (numerous times), a person by the name of Prudence kept answering and upruptly placed me on hold endlessly after either following up or requesting for my order to be cancelled and refunded. Debonairs staff has no sense of customer service, all I want is for my order to be cancelled and refunded but I keep getting put on hold and no one gets back to me. First time using the app to place an order for delivery and the order is not delivered.