Charged for Food I never received.

Terrible Service: Driver told me his car broke down on the way to my house and was unable to complete the order. He advised that I cancel on my side so I can order again but when I tried to order again I was told my account needed to be settled before my food can be delivered, I reported this and was told it will be resolved in 48 hours and now when I try to get feedback I'm told it's been over 48 hours and I won't get a refund( acc cleared) because 48 hours has elapsed. How do I pay for food I never received ??Why don't they go through the comms on the app to see what went wrong??Before making a conclusion...