Undelivered food and mishandled query

I lodged a complaint on this order on the date if the order and have not gotten any response since. I'm checking on the feed back. I had a chat with the bot and tried explain that that order never arrived and the driver **** and said he left it on t drive way after he had waited for a full 20 minutes. Which after receiving CCTV from our neighbour was proven to be false, the driver did not even take the food out of his motor cycle let alone wait 20 minutes( I had explained this on the app). The driver took the food with him and I never got my refund for the order. I try to resubmit my query they now start making excuses about how the query was made after 48hrs. Which is a lie. I ask them to show me where in the policies it says i cant resubmit a query which was not resolved to my satisfaction and they ignore me. I've sent them so much evidence and they are still mizing the issue. the order was for about R320 and they wont refund. We pay service fees and yet they dont see to our needs.