Swiggy — Late delivery with rotten food

I have placed an order yesterday and it was delivered after literally 1hr 40mins whereas I have selected delivery between 30mins. I kept contacting the restaurant and swiggy customer service over chat and call. Restaurant was very fast with the service and have kept the item ready within 5mins. I kept asking customer service agent about the delay and delay in assigning the delivery agent and they kept disconnecting calls as well as too much noise was coming as if they were laughing from behind instead of answering me. It was too unethical to even speak with them over call. The agents were keeping me on hold for 6-7 mins instead of giving info. I also asked them to cancel my order and get me the refund but the agent said he won't be doing that because he wants me to wait more. Suddenly late at night I finally received my order all cold and rotten. Because it was packed and the agent was late, due to summer it all got smelly and we were not even able to eat it. I called the delivery agent again and asked him to take it back but poor agent marked it as delivered hence there was no option for him to take it back. I then called the restaurant and they also confirmed that the item was packed within 5mins but as agent delayed theh cannot do anything. I then contacted social media team regarding the same and they simply mentioned that the feedback is passed. Where is my fault here?? It was a prepaid order and neither did I get to eat the item nor I got the refund. I am expecting help in this regards asap.