Food Panda — Order not delivered and refused to provide refund despite proof of conversation with the rider

Address:

Food Panda Philippines

Date & Time ordered: 6th June 2022 | 11:29 pm
Order Number: #z8mg-2ljm
Order From: Burger Beast (Chef Carlo Miguel) San Jose Del Monte Bulacan
Delivery Address: Sitio HUlo Proper Sapang Palay, Blk 2 Lot 4 Area E, Bulacan
Amount: Php 1084

I ordered from Burger Beast for my brother while we are on video calls. The rider sent me an sms claiming that my address pin was starmall and I informed that the details address was mentioned on the order itself and he is asking for an additional payment. I informed him to call the number given on the order as instructed for specific locations as my brother doesnt have a load on his mobile to get in touch with him and this was clearly instructed.
It is also the 2nd time we ordered from Food panda for the same location and the food panda agent then even confirmed the address specified on the order.
Our order was cancelled without our permission and despite the rider given instruction to get intouch on the number provided he did not do so, and to our surprised as we are waiting, he cancelled the order claiming that he cannot reach us and address was wrongly provided. I have all the screenshots of conversation through sms with him, even a call from food panda agent saying that the order was outside but not, but how can they claim that we are not reachable and we are not responding as well as the address provided was wrong. Now they are saying that I cannot claim for a refund due to this. This is very un-accceptable way of service, also the items I ordered has a non perishable items, if at all where did they brought the food and drinks, did the rider brought it back to the store, because if their claim is true, we can always pick up the non-perishable items if required. However, this was not the case of investigation, despite me giving all the screenshots copy of my conversation to the agent and food panda agent confirming my address, food panda Haiqa;l Samad is continuously saying that the rider cannot find us on the address and they cannot reach me. I have all proof of screenshots including a call conversation from one of the agent, how can they keep on saying this? I demand a full refund on this matter and i am disputing this order from my bank. This is very ridiculous and they dont even investigate properly. The conversation in sms is aside the conversation in the chat with your rider which is not getting save in food panda application. Also note that it is the 2nd time we order to the same address and food panda agent confirmed the location and informed us that we dont need to add more on the payment as we already paid. If there is something wrong with our address food panda should clear that out to us, also, in terms of map pin, we out the address as per our address where the pin goes is something automated and we cannot just control this.