Poor communication

My order was supposed to be delivered at 10am and nothing was delivered. At around 1pm I called customer care to enquire and was told that my order was canceled on their side due to multiple logins. Got refunded to the app wallet and went back in to redo order, the login kept saying incorrect password. Called the customer care only to find out that my account is paused due to investigation to see whether or not I used multiple profiles for discount codes. I then said this is my first time using the app and they can see that on their side. Was told that nothing can be done and I need to wait 48 hours for the development team to feedback. Most of my groceries are not bought due to the funds being stuck in a profile that is locked for 48 hours. Terrible customer service and no communication.