Uber India — not getting refund after getting a biryani with hair

So, i've used uber eats to order a biryani, but got hair in the rice. Then i contacted the customer care, they replied my account was flagged with over credits so we can't give you any refund. How is this fair? I live in a pg in jadavpur, so i use uber eats frequently, and the restaurant too do some bad mistakes. So is this my fault to use it too much?