Zomato — unethical and irresponsible behavior

Address:

New Delhi, Delhi

Since the zomato app doesnt anymore provides the customers with 'cash on delivery' option, i opted to make payment for the placed order (Order no. [protected] at square pizzeria on 9 oct 2019 at 5:07 pm) through debit card.
Just when i received the bank's debit notification, the app displayed that the payment couldn't be processed. I skimmed through my message box and email to check what went wrong, however, no communication could be traced from zomato.
Subsequently, i contacted the restaurant to inquire about the deducted payment, who never received my order from zomato.
Further, when i sought help from the zomato chat helpline, the executive replied that it was due to payment gateway failure and i should place another order and pay for it again; he added that the initially deducted amount might take 5-7 days to get reversed. I requested him to send me a formal confirmation regarding the same to which he refused. He also refused to provide me with the zomato grievance email id.
I had to go through the hassle of repeatedly checking about the deducted payment from different sources as the app has no provision of notifying its customer about the same and yet i have no formal assurance if i will get my money back