Poor service

Every time when I'm trying to order my account shows that I owe R75.05 how is it possible to owe something that you never received my order that they say I'm owing I never received any notification of my order has arrived, my app it was showing the driver is 1min away I went to the receiving area when I got there the security told me the guy left like 5min ago I was like how is that possible I even showed the security my phone which it was still showing 1min away, so what is it that I'm paying for here is it for your poor service or what