Disgusting and disappointing service

I placed an order on the 5th of December 2021. The food was not delivered but I was charged for it. I have been calling to get my money back and no one is able to help. This morning I called again and spoke to a very rude lady by the name of Thulile who told me I need to have an order number, “ how the hell is she supposed to help me without it”? I asked can’t she use something else because I tried giving her the case number and she refused to take it, telling me she can only check with the case number. I’m disgusted with the service and really need my money back