*****ed Mr Delivery

Been sending emails for more than 3 weeks, making calls to no avail. They now realise the mistake in their side, been charged for food I never got. Spoke to Jason and was promised the mistake will be rectified, yet nothing happened. So few calls later, I was told because so many of their helpdesk people helped....there is now a problem on my profile so they can not do they refund. It is impossible to get hold of same helpdesk person since they refuse to give out personal info, there is no physical adres to go see the manager since they all work from home. Asked for reason of refund refusal in writing to take this further, I get no answer.... So no matter how you look at this, they can ***** your money with no consequence....and no way for you as costumer to query anything. I don't understand how any of that can be legal according to the law?????