Swiggy — Order Not delivered , amount is not refunded

Hi
I have placed an order from Swiggy on 6/08/2021, paid amount of Rs.577 and the order was not delivered, 1st time i have been informed that some other swiggy person has taken the order, after speaking to customer care i asked for replacement, and after 45 minutes got a call from swiggy mentioning delivery person was caught by police and order could not be delivered.

After sometime got a sms
Your swiggy order has been cancelled, You will be charged a cancellation fee of Rs.577.0 which will payable on your next order.

I am not sure how it is determined like how i have cancelled, and inspite of explaining multiple times to customer care on mutiple times, still no response.

I want a compensation for wasting of my time, unnecessary mental pressure and also full refund.