Swiggy - Refund Issue

* days ago, I ordered some ice cream sticks and cones from Swiggy, two of them were different from what I ordered. When I went to the help section in Swiggy, it asked if I wanted a refund and I said yes. It said the refund will reflect in my bank account in *-* days.

After * days, when I talked with a customer support executive, he said the refund was terminated due to an "unusual refund failure" which they don't explain about. When I ask for a coupon instead of the refund they say they have already initiated the refund and hence cannot provide a coupon ( this is because it has happened to me a lot of times, this is not the only time.) Later, when I talked with a customer service executive in messenger, he asked for my order number and then just disappeared. They never reply in messenger. I'm a Swiggy Super Member and this is the service I get for staying loyal to them.