Swiggy — refund did not get credited

Address:

Mumbai City, Maharashtra, 400072

I had placed an order on the 15th of September on Swiggy. However, after waiting for an hour when I called the delivery guy, he said that the restaurant has not even started preparing the food. When I interacted with the customer care, I was apologised to and told to cancel and replace the order at 11pm in the night, long past my dinner time. I requested a cancellation and a refund of the amount that had been debited from my account. The refund was generated by the app and it has been 5 working days since. I haven't received the refund amount yet, even after I was told that the money shall be refunded within 2 to 3 working days. I followed up on the 4th day and was told that it shall be refunded withing 5 to 7 working days and to get in touch with the bank if it does not. What kind of harrowing is this? Is it not their responsibility to check whether the customer has received the money for which Swiggy is responsible? This had happened to a friend of mine who had paid from her card using my Swiggy account. On cancellation, she had not received the refund amount that was promised to her. How will I trust them again with an online payment? This is destroying customer goodwill.