Zomato — issue with order id [protected]

Address:

500034

I received burnt food, and i contacted support on 23rd august 2019 3.47 pm, they assured the refund and told it will be credited in 48.. But now on 25th aug 2019 even 48 hours completed they are simply saying credits were not initialized earlier we initiated now and wait more 48 hours..

Is this the correct way???
And they disconnecting the chat their self only
Not listening my words.