Swiggy - Item not delivered and no communication provided

I ordered an item on *nd sep and the item was picked up by the delivery agent. Unfortunately he met with an accident and could not complete the delivery but this was marked as delivered by him. Immediately the customer care executive contacted me and asked for confirmation if it's ok to replace the item with new one and I confirmed the same. Later I never got any replacement nor an update from swiggy. I had to raise a case on swiggy to check and then they informed that they can't replace the order but will refund. It's been * days now no sign of refund and no email communication saying that the items was failed or not delivered. And the customer service is very pathetic in swiggy.