Swiggy - Swiggy is not refunding my money to the source

Today I tried to order a Birthday cake through Swiggy app. I chose Phonepay as a payment mode but I got a message on the app saying the payment failed and asked to pay again. I did not attempt to pay again as the money was already deducted from my Bank account. I tried to chat with their support team but immediately I recieved a text saying if the payment is deducted I shall have a refund in * days. So I just locked my phone and went back to work whilst my item was showing still stuck in the cart.

After couple of hours when I checked my phone to my surprise I had several missed calls and a message from Swiggy saying the delivery agent was at my address and couldn't contact me, as a cancellation fee I'm charged ***/-.

Then I contacted their customer service to makr a complaint. They agreed it could be connectivity issue and they shall refund ***% amount to Swiggy wallet instead of my bank account.

My complaint is that Swiggy is forcing the customer to have the money in the wallet and not refunding to the source which is unethical and disrespecting the consumer rights.

My order number : ***********
Location : Bengaluru