Pathetic customer service

Mr D customer service is extremely unhelpful. An order was made on the app which I did not even confirm nor choose a payment method for and was charged for the order. I was experiencing low signal issues due to a severe power outage in the area and there was no network connection. I then got kicked out of the app due to this, and when I logged back in, I saw that an order was placed and accepted. I then called the customer services to cancel the order and by the time this was done, it was too late. Even though this was NOT my fault as the customer. I sent customer service a screenshot of the no network notification. Mr D was unable to assist me and I was charged for the food which I never received. I didn't even receive any feedback regarding whether they would refund me or even communication regarding the order that was placed as I have not received the food items. This is completely absurd and I am highly annoyed with Mr D. This is not the service I would have expected from the customer services team. Now I'm liable for the cost of the order which I did not confirm. Mr D's customer service team are honestly pathetic.