Zomato - Package Not Delivered

So I ordered from Zomato on **/**/**** at **:** Hrs for an amount totaling ***.**. The order never came and when I called the Delivery Partner, he refused of being assigned that delivery. So I called the restaurant and they told me that my order is ready but the delivery partner hasn't picked it up. I tried to connect with them over chat but was unable to do so because they kept redirecting me to the automated chats. Then by some means when I got connected with them, they apologized and whatnot. It was over an hour and i was sitting in hunger waiting for my food to come. I got frustrated and told them to refund my money to my bank account but they refused to do so and said it'll be refunded to my Zomato Wallet which I don't know how became my primary payment option. What was more disappointing and frustrating was that I had to go through this even when i am a Pro Customer.