Rider no show - Consumer Complaint for FoodPanda - Head Office

Hi, this is regarding my order I have made last time, order s3qm-3gp4. My order was cancelled by the rider as per customer service agents because allegedly, I was unreachable back then. I am complaining because I was not refunded with the amount that was charged on my debit card. The fact that I reordered the same amount of food from the same store, I should have been refunded. Also, I am not satisfied with the reason that I was unreachable at that time and that's why the rider cancelled my order. I just received 1 msg from the rider through the app that time and unfortunately I did not hear the notification. Compared to my past orders, this rider did not even call me nor even text me on my mobile number which other riders usually do whenever they are outside the ER. This rider also did not even approach the security guard outside to look for me. There were also 4 nurses outside the ER that time to whom the rider could have approached or call their attention so they could call me inside. In short, I think the rider lacks initiative in doing these simple actions so he could say that he really tried his best to reach me. For me the rider should have done these things but no..no rider approached the guard outside. So just because the order was fully paid and he has nothing to lose, he would do unsatisfactory things? And if the order is COD they (rider) would really do everything they can (call the customer several times, text several times and call the attention of the security guard) because they got nothing to lose? So is this how foodpanda riders behave when the order is already paid? This is really unacceptable. I should be refunded for such negligence on the rider's part.