Zomato — false penalization previous order

Address:

55/2 Bhatacharya Para Lane, Howrah - 4, Howrah, West Bengal, 711104

Hi,

First of all i request you to do not go for a stereotype reply and read the entire matter, so you just not give a reply but a solution for that. Previously i mailed the same issue twice and two different representatives (Ticket id 844175 and 855204) replied in same manner, same text by only checking against the order number. So whoever reading this mail, please go through the entire mail, but not only checking history against the order number. If possible please involve your higher authority in this case, because i believe zomato will not want to lose a single customer. And also preserve their reputation as well.

I ordered food on zomato on 7th of july 2019. Cash on delivery option.

Due to some technical reason or poor network, zomato was not able to contact me, but sent me the delivery boy's contact number. I tried to contact him repetitively and always find it busy. The entire process only took 15 to 20 minutes after order submission.
After many attempts i was able to contact the delivery boy and directed him to how to reach me.
He delivered the food and i paid him the amount rs. 97 as billed. So it must be considered as a successful transaction from both sides.
Unfortunately the delivery boy told me that the order was cancelled by zomato itself (Please note: i didn't cancelled the order any way from my side)
Now my problem is - when i am trying to order something on zomato, they are adding rs.97 as "previous cancellation charges".

My question is -
Why i have to pay that rs.97 again which i have been paid already by ash on delivery???
Is it justifiable to cancel order itself if zomato unable to contact the person, while the person never asked for cancellation?
I wonder, why zomato didn't verify the transaction status by querying the restaurant as well as the assigned delivery boy?
If there is no fault exist in customer side (The mobile network problem is not in customer hand), then why the customer should be penalised?
When i talked to zomato delivery support (Chat mode) had following reply -
They told me, hey will remove the cancellation fee that time and it will take some time to reflect on backend. Asked me to wait for one hour.
After one day i tried to order but same problem happened.
If the chat support person not able to remove that amount, why did gave me false assurance?
I am requesting that -
Please remove the "cancellation charges", so that i can order again using zomato
Else tell me other option (I tried different account/ email/ phone no. But same problem happened)
Last of all like to tell something -
I don't want to leave zomato at all, but this kind of harassment surely make me to go for alternatives
I also don't want to go to "consumer forum" or any "legal step" for such small amount, which can be resolve easily by good initiation from your side, i believe. But this is the last option.
I am not going to pay a single buck as cancellation charge. There are plenty of options in market, you can understand well.
You must think twice before replying, about your reputation.

I wish you have read all the above points and understand my concern.

I again request you not to reply as stereotype manner as previous mails. Please come with actual solution.

Regards,
Arijit sanyal
Order id :[protected]