Order was not received no contact with the rider - Consumer Complaint for Food Panda Philippines

My order was suddenly cancelled seconds after the rider picked up the order. Its Christmas today and I was waiting for my order for 46mins when suddenly my order was cancelled after the rider picked up the order. I filed a refund request but the customer service told me they cannot refund it because I was not able to be contacted when in reality I did not receive a call/text nor a CHAT FROM THEIR APP! I placed 2 orders. 1 from Jollibee (the order that was cancelled) 1 from Chowking, I got the 2nd order with no problem why the first one was cancelled by you or your rider and not refund me? Idiots!